loc string | api string | lastmod string | changefreq string | priority float64 | sitemappart string | locale string | bundle string | page_id string | release string | title string | description string | keywords list | breadcrumbs list | html_content string | page_content dict | clean_text string | rich_text string |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-communities/reference/forum-form-fields.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-communities/reference/forum-form-fields.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-communities/reference/forum-form-fields.html | zurich | Forum form fields | Set fields on the form to create new forum or sub forum. | [] | [
"Customer Service Management",
"Communities",
"Communitie references"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-communities/reference/forum-form-fields.html" id="bundle:zurich-customer-service-management/enus/product/customer-communities/reference/forum-form-fields.html"><body id="forum-form-fields"><main role="main"><article ... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Forum form fields
Set fields on the form to create new forum or sub forum.
Table 1. Forum form
| Field | Description |
| --- | --- |
| Name | Name of the forum. |
| Description | A short description that defines the forum. |
| Image | An image that provides a visual reference to describe the forum. |
| Order | The ... | ---
title: Forum form fields
description: Set fields on the form to create new forum or sub forum.
keywords: []
breadcrumbs:
- Customer Service Management
- Communities
- Communitie references
---
# Forum form fields
Set fields on the form to create new forum or sub forum.
Table 1. Forum form
| Field | Description |... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-communities/reference/topic-form-fields.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-communities/reference/topic-form-fields.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-communities/reference/topic-form-fields.html | zurich | Topic form fields | Set fields on the form to create a new topic. | [] | [
"Customer Service Management",
"Communities",
"Communitie references"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-communities/reference/topic-form-fields.html" id="bundle:zurich-customer-service-management/enus/product/customer-communities/reference/topic-form-fields.html"><body id="topic-form-fields"><main role="main"><article ... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Topic form fields
Set fields on the form to create a new topic.
Table 1. Topic form fields
| Field | Description |
| --- | --- |
| Name | Name of the topic. |
| Description | A short description to define what the topic is. |
| Parent | The parent topic, if required. If you enter a parent topic, the topic is listed... | ---
title: Topic form fields
description: Set fields on the form to create a new topic.
keywords: []
breadcrumbs:
- Customer Service Management
- Communities
- Communitie references
---
# Topic form fields
Set fields on the form to create a new topic.
Table 1. Topic form fields
| Field | Description |
| --- | --- |
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-communities/reference/video-configurations-form-fields.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-communities/reference/video-configurations-form-fields.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-communities/reference/video-configurations-form-fields.html | zurich | Video Configurations form fields | Set fields on the form to configure video sources. | [] | [
"Customer Service Management",
"Communities",
"Communitie references"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-communities/reference/video-configurations-form-fields.html" id="bundle:zurich-customer-service-management/enus/product/customer-communities/reference/video-configurations-form-fields.html"><body id="video-configurat... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Video Configurations form fields
Set fields on the form to configure video sources.
Table 1. Video Configurations form fields
| Field | Description |
| --- | --- |
| Host | A video source website, for example, youtube.com. |
| Domain | The domain is set to global by default. |
| Application | The application for th... | ---
title: Video Configurations form fields
description: Set fields on the form to configure video sources.
keywords: []
breadcrumbs:
- Customer Service Management
- Communities
- Communitie references
---
# Video Configurations form fields
Set fields on the form to configure video sources.
Table 1. Video Configurat... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-communities/task/add-content-type-to-forum.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-communities/task/add-content-type-to-forum.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-communities/task/add-content-type-to-forum.html | zurich | Configure content types for a forum | Define which types of content to use in a particular forum and associate a workflow so that content is reviewed before becoming visible to other community users. | [
"Customer Communities",
"add content type forum"
] | [
"Customer Service Management",
"Communities",
"Configuring communities",
"Configure community forums"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-communities/task/add-content-type-to-forum.html" id="bundle:zurich-customer-service-management/enus/product/customer-communities/task/add-content-type-to-forum.html"><body id="add-content-type-to-forum"><main role="m... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Configure content types for a forum
Define which types of content to use in a particular forum and associate a workflow
so that content is reviewed before becoming visible to other community users.
## Before you begin
Role required: sn\_communities.forum\_admin
## Procedure
1. Navigate to All > Community > Admin... | ---
title: Configure content types for a forum
description: Define which types of content to use in a particular forum and associate
a workflow so that content is reviewed before becoming visible to other community
users.
keywords:
- Customer Communities
- add content type forum
breadcrumbs:
- Customer Service Mana... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-communities/task/create-forum.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-communities/task/create-forum.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-communities/task/create-forum.html | zurich | Create a forum | Create a forum to provide a place for users to share content. You can configure forums for membership that registered community users request access to join. You can also configure forums to convert unstructured conversations to structured knowledge articles. | [
"Customer Communities",
"create forum"
] | [
"Customer Service Management",
"Communities",
"Configuring communities",
"Configure community forums"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-communities/task/create-forum.html" id="bundle:zurich-customer-service-management/enus/product/customer-communities/task/create-forum.html"><body id="create-forum"><main role="main"><article role="article" class="dit... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Create a forum
Create a forum to provide a place for users to share content. You can configure
forums for membership that registered community users request access to join. You can also
configure forums to convert unstructured conversations to structured knowledge
articles.
## Before you begin
Role required: sn\_c... | ---
title: Create a forum
description: Create a forum to provide a place for users to share content. You can
configure forums for membership that registered community users request access to
join. You can also configure forums to convert unstructured conversations to structured
knowledge articles.
keywords:
- Cus... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-communities/task/create-sub-forum.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-communities/task/create-sub-forum.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-communities/task/create-sub-forum.html | zurich | Create a sub forum | Create a sub forum and map it to a parent forum to establish a forum hierarchy. | [] | [
"Customer Service Management",
"Communities",
"Configuring communities",
"Configure community forums"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-communities/task/create-sub-forum.html" id="bundle:zurich-customer-service-management/enus/product/customer-communities/task/create-sub-forum.html"><body id="create-sub-forum"><main role="main"><article role="article... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Create a sub forum
Create a sub forum and map it to a parent forum to establish a forum
hierarchy.
## Before you begin
Role required: sn\_communities.forum\_admin
## About this task
There are two ways of creating a sub forum in Communities.
## Procedure
1. Navigate to All > Community > Administration > Forums.... | ---
title: Create a sub forum
description: Create a sub forum and map it to a parent forum to establish a forum
hierarchy.
keywords: []
breadcrumbs:
- Customer Service Management
- Communities
- Configuring communities
- Configure community forums
---
# Create a sub forum
Create a sub forum and map it to a parent f... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-communities/task/create-topic.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-communities/task/create-topic.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-communities/task/create-topic.html | zurich | Create a topic | Create a topic for users to create and share content. | [
"Customer Communities",
"create topic"
] | [
"Customer Service Management",
"Communities",
"Configuring communities",
"Configure community forums"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-communities/task/create-topic.html" id="bundle:zurich-customer-service-management/enus/product/customer-communities/task/create-topic.html"><body id="create-topic"><main role="main"><article role="article" class="dit... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Create a topic
Create a topic for users to create and share content.
## Before you begin
Role required: sn\_communities.admin
## Procedure
1. Navigate to All > Community > Administration > Topics.
2. Click New.
3. On the form, fill in the fields.
For field description, see Topic form fields.
4. Click Submit.
... | ---
title: Create a topic
description: Create a topic for users to create and share content.
keywords:
- Customer Communities
- create topic
breadcrumbs:
- Customer Service Management
- Communities
- Configuring communities
- Configure community forums
---
# Create a topic
Create a topic for users to create and share... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-communities/task/customize-community-service-portal.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-communities/task/customize-community-service-portal.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-communities/task/customize-community-service-portal.html | zurich | Customize Community Service Portal | Customize community service portal according to your needs. | [] | [
"Customer Service Management",
"Communities",
"Configuring communities",
"Community Service Portal"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-communities/task/customize-community-service-portal.html" id="bundle:zurich-customer-service-management/enus/product/customer-communities/task/customize-community-service-portal.html"><body id="customize-community-se... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Customize Community Service Portal
Customize community service portal according to your needs.
## Before you begin
Role required: admin
## Procedure
1. Navigate to Service Portal > Portals.
2. Select Community.
| ---
title: Customize Community Service Portal
description: Customize community service portal according to your needs.
keywords: []
breadcrumbs:
- Customer Service Management
- Communities
- Configuring communities
- Community Service Portal
---
# Customize Community Service Portal
Customize community service portal ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-communities/task/manage-subscriptions.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-communities/task/manage-subscriptions.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-communities/task/manage-subscriptions.html | zurich | Set notification preferences | Set notification preferences to receive updates via email on the content that you are following. | [
"Customer Communities",
"manage subscriptions"
] | [
"Customer Service Management",
"Communities",
"Using communities",
"Community subscriptions"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-communities/task/manage-subscriptions.html" id="bundle:zurich-customer-service-management/enus/product/customer-communities/task/manage-subscriptions.html"><body id="manage-subscriptions"><main role="main"><article r... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Set notification preferences
Set notification preferences to receive updates via email on the content that you are
following.
## Before you begin
Role required: sn\_communities.community\_user
## About this task
The Communities application separates the notion of subscriptions from notifications. It is
possible ... | ---
title: Set notification preferences
description: Set notification preferences to receive updates via email on the content
that you are following.
keywords:
- Customer Communities
- manage subscriptions
breadcrumbs:
- Customer Service Management
- Communities
- Using communities
- Community subscriptions
---
# Se... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/CTI-demo-implementation.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/CTI-demo-implementation.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/CTI-demo-implementation.html | zurich | CTI demo implementation | Use the CTI demo implementation to test the phone communication channel between customer service agents and external customers in a non-production instance. | [] | [
"Customer Service Management",
"Integrating Customer Service Management with other applications",
"Integrating with Computer Telephony Integration (CTI)"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/CTI-demo-implementation.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/CTI-demo-implementation.html"><body id="CTI-demo-implementation"... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # CTI demo implementation
Use the CTI demo implementation to test the phone communication channel between customer
service agents and external customers in a non-production instance.
Starting with the Zurich release, the Computer Telephony Integration (CTI) plugin is being prepared for future deprecation. It will be ... | ---
title: CTI demo implementation
description: Use the CTI demo implementation to test the phone communication channel
between customer service agents and external customers in a non-production instance.
keywords: []
breadcrumbs:
- Customer Service Management
- Integrating Customer Service Management with other appl... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/account-address-access-for-contacts.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/account-address-access-for-contacts.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/account-address-access-for-contacts.html | zurich | Account address access for contacts | Enable contacts and similar roles to access addresses linked to their accounts. This access enables them to view and select account-related addresses and the corresponding location records tied to those accounts. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Customer data",
"Configure accounts and contacts",
"Enhanced address data model for accounts",
"Account Address table"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/account-address-access-for-contacts.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/account-address-access-for-contacts.html"><body id="... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Account address access for contacts
Enable contacts and similar roles to access addresses linked to their accounts. This access enables them to view and select account-related addresses and the corresponding location records tied to those accounts.
## Account Address overview
Account Addresses [account\_address\_r... | ---
title: Account address access for contacts
description: Enable contacts and similar roles to access addresses linked to their
accounts. This access enables them to view and select account-related addresses
and the corresponding location records tied to those accounts.
keywords: []
breadcrumbs:
- Customer Servic... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/account-address-table.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/account-address-table.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/account-address-table.html | zurich | Account Address table | Avoid duplication of address records by using the Account Address table. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Customer data",
"Configure accounts and contacts",
"Enhanced address data model for accounts"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/account-address-table.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/account-address-table.html"><body id="account-address-table"><main... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Account Address table
Avoid duplication of address records by using the Account Address table.
The Account Address [account\_address\_relationship] table maintains the relationship between an address and the accounts that use that address.
The Account Address table eliminates the need to duplicate address records ... | ---
title: Account Address table
description: Avoid duplication of address records by using the Account Address table.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up your environment
- Customer data
- Configure accounts and contacts
- Enhanced address data mod... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/activate-playbooks-for-portals.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/activate-playbooks-for-portals.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/activate-playbooks-for-portals.html | zurich | Activate Playbooks for Portals | Activate Playbooks for Portals so that your customers can use the step-by-step guidance to follow the case flow process. They can also get the information that they need for each stage of the flow and its associated activities with the | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Agent tools",
"Playbooks in Customer Service Management",
"Playbooks for Portals"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/activate-playbooks-for-portals.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/activate-playbooks-for-portals.html"><body><main role="ma... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Activate Playbooks for Portals
Activate Playbooks for Portals so that your customers can use the step-by-step guidance to follow the case flow process. They can also get the information that they need for each stage of the flow and its associated
activities with the Customer Service Management (CSM) playbooks on ser... | ---
title: Activate Playbooks for Portals
description: Activate Playbooks for Portals so that your customers can use the step-by-step
guidance to follow the case flow process. They can also get the information that
they need for each stage of the flow and its associated activities with the
keywords: []
breadcrumbs:... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/associating-users-to-a-consumer-record.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/associating-users-to-a-consumer-record.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/associating-users-to-a-consumer-record.html | zurich | Creating and associating a Unified Consumer user to a consumer record | Create and associate a Unified Consumer user with a consumer record so that your user can access the Customer Service Portal (CSP). This process involves creating a Unified Consumer user through a consumer form and then associating the user to | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"User management",
"Configuring a Unified User",
"Configuring a user as a Unified Consumer",
"Setting up a user as a Unified Consumer"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/associating-users-to-a-consumer-record.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/associating-users-to-a-consumer-record.html"><bod... | {
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"title"... | # Creating and associating a Unified Consumer user to a consumer record
Create and associate a Unified Consumer user with a consumer record so that your user can access the Customer Service Portal (CSP). This process involves creating a Unified Consumer user through a consumer form and then
associating the user to a c... | ---
title: Creating and associating a Unified Consumer user to a consumer record
description: Create and associate a Unified Consumer user with a consumer record so
that your user can access the Customer Service Portal (CSP). This process involves
creating a Unified Consumer user through a consumer form and then as... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/auto-dismiss-alerts-in-csm-configurable-workspace.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/auto-dismiss-alerts-in-csm-configurable-workspace.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/auto-dismiss-alerts-in-csm-configurable-workspace.html | zurich | Auto-dismiss alerts in CSM Configurable Workspace | In CSM Configurable Workspace, you can configure certain alerts to automatically disappear after a set time. This helps reduce alert fatigue and helps agents stay focused by reducing the need to manually dismiss lower-priority alerts. Admins can configure auto-dismiss alert | [] | [
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"Configuring Customer Service Management",
"Organize agent workspaces",
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"title"... | # Auto-dismiss alerts in CSM Configurable Workspace
In CSM Configurable Workspace, you can configure certain alerts to automatically disappear after a set time. This helps reduce alert fatigue and helps agents stay focused by reducing the need to manually dismiss lower-priority
alerts. Admins can configure auto-dismis... | ---
title: Auto-dismiss alerts in CSM Configurable Workspace
description: In CSM Configurable Workspace, you can configure certain alerts to automatically
disappear after a set time. This helps reduce alert fatigue and helps agents stay
focused by reducing the need to manually dismiss lower-priority alerts. Admins ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/c_TargetedCommunications.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/c_TargetedCommunications.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/c_TargetedCommunications.html | zurich | Targeted communications | The Targeted Communications application provides the ability to create and send articles and emails to internal and external customers. | [
"customer service",
"targeted communications",
"overview"
] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Configure case management"
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"title"... | # Targeted communications
The Targeted Communications application provides the ability to create and send articles and emails to internal and external customers.
Users with the publications author (sn\_publications.author) and publications administrator (sn\_publications.admin) roles can use the Targeted Communicatio... | ---
title: Targeted communications
description: The Targeted Communications application provides the ability to create
and send articles and emails to internal and external customers.
keywords:
- customer service
- targeted communications
- overview
breadcrumbs:
- Customer Service Management
- Configuring Customer Se... |
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"Customer Service Management",
"Integrating Customer Service Management with other applications",
"Integrating with contact centers",
"Integrating contact centers with Interaction Controls Component (ICC) for voice calls"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/ccaas-call-resiliency.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/ccaas-call-resiliency.html"><body id="ccaas-call-resiliency"><main... | {
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"title"... | # Call resiliency
Call resiliency for Contact Center as a Service (CCaaS) delivers phone calls to Agent Workspaces without creating an Interaction in the ServiceNow instance. This capability verifies uninterrupted and reliable call management.
## Call resiliency for contact center integration overview
Call resilienc... | ---
title: Call resiliency
description: Call resiliency for Contact Center as a Service (CCaaS) delivers phone
calls to Agent Workspaces without creating an Interaction in the ServiceNow instance.
This capability verifies uninterrupted and reliable call management.
keywords: []
breadcrumbs:
- Customer Service Manag... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/ccaas-global-call-list.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/ccaas-global-call-list.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/ccaas-global-call-list.html | zurich | Global call list | Use the global call list capability enabled via OpenFrame integration. Access call controls to manage voice calls using the phone icon available in any workspace within your ServiceNow instance to ensure efficient call management without losing access to call controls. | [] | [
"Customer Service Management",
"Integrating Customer Service Management with other applications",
"Integrating with contact centers",
"Integrating contact centers with Interaction Controls Component (ICC) for voice calls"
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"title"... | # Global call list
Use the global call list capability enabled via OpenFrame integration. Access call controls to manage voice calls using the phone icon available in any workspace within your ServiceNow instance to ensure efficient call management without losing access to call controls.
## Global call list overview
... | ---
title: Global call list
description: Use the global call list capability enabled via OpenFrame integration.
Access call controls to manage voice calls using the phone icon available in any
workspace within your ServiceNow instance to ensure efficient call management without
losing access to call controls.
key... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/ccaas-phone-directory.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/ccaas-phone-directory.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/ccaas-phone-directory.html | zurich | Phone directory | Agents can use the phone directory integrated into their ServiceNow instance to make outbound calls to queues, other agents, and external numbers. They can also enter a phone number directly in the global call list window or use the phone | [] | [
"Customer Service Management",
"Integrating Customer Service Management with other applications",
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"title"... | # Phone directory
Agents can use the phone directory integrated into their ServiceNow instance to make outbound calls to queues, other agents, and external numbers. They can also enter a phone number directly in the global call list window or use the phone directory to make
calls.
## Phone directory overview
Figure ... | ---
title: Phone directory
description: Agents can use the phone directory integrated into their ServiceNow instance
to make outbound calls to queues, other agents, and external numbers. They can also
enter a phone number directly in the global call list window or use the phone
keywords: []
breadcrumbs:
- Customer ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/configure-customer-service.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/configure-customer-service.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/configure-customer-service.html | zurich | Configuring Customer Service Management | Set up the features, components, and integrations that you need to provide service and support to your customers. | [] | [
"Customer Service Management"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/configure-customer-service.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/configure-customer-service.html"><body id="configure-customer... | {
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"breadcrumbs_... | # Configuring Customer Service Management
Set up the features, components, and integrations that you need to provide service and support to your customers.
| Set up your environment Plan and configure your CSM environment, import foundational data, and set up access management. | Organize agent workspaces Configure i... | ---
title: Configuring Customer Service Management
description: Set up the features, components, and integrations that you need to provide
service and support to your customers.
keywords: []
breadcrumbs:
- Customer Service Management
---
# Configuring Customer Service Management
Set up the features, components, and... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/contact-center-intergration-with-icc-callback.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/contact-center-intergration-with-icc-callback.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/contact-center-intergration-with-icc-callback.html | zurich | Callback interaction features | Integrate callback voice capabilities and core contact center functions into Agent Workspace using Interaction Controls Component (ICC) to streamline call handling and enhance the agent experience. | [
"ICC integration with CCaaS callback",
"CCaaS callback",
"Interaction Controls Component (ICC) callback interaction features",
"Callback interaction features"
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"Customer Service Management",
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"Integrating with contact centers",
"Integrating contact centers with Interaction Controls Component (ICC) for callbacks"
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"title"... | # Callback interaction features
Integrate callback voice capabilities and core contact center functions into Agent Workspace using Interaction Controls Component (ICC) to streamline call handling and enhance the agent experience.
## ICC Callback interaction features
The following table shows the Interaction Controls... | ---
title: Callback interaction features
description: Integrate callback voice capabilities and core contact center functions
into Agent Workspace using Interaction Controls Component (ICC) to streamline call
handling and enhance the agent experience.
keywords:
- ICC integration with CCaaS callback
- CCaaS callback... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/contactcenter-admin-console.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/contactcenter-admin-console.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/contactcenter-admin-console.html | zurich | CCaaS Admin Console | The Admin Console is a tool that administrators use to automate the import of data from CCaaS (Contact Center as a Service) providers into ServiceNow. This integration enhances Customer Service Management by enabling Unified Desktop and External Routing, which improves | [] | [
"Customer Service Management",
"Integrating Customer Service Management with other applications",
"Integrating with contact centers"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/contactcenter-admin-console.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/contactcenter-admin-console.html"><body id="contactcenter-ad... | {
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"title"... | # CCaaS Admin Console
The Admin Console is a tool that administrators use to automate the import of data from CCaaS (Contact Center as a Service) providers into ServiceNow. This integration enhances Customer Service Management by enabling Unified Desktop and External Routing, which improves agent efficiency and custom... | ---
title: CCaaS Admin Console
description: The Admin Console is a tool that administrators use to automate the import
of data from CCaaS (Contact Center as a Service) providers into ServiceNow. This
integration enhances Customer Service Management by enabling Unified Desktop and
External Routing, which improves
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/creating-responsibility-access-configuration.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/creating-responsibility-access-configuration.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/creating-responsibility-access-configuration.html | zurich | Creating a responsibility access configuration | Create responsibility access configurations to add or modify access for various user relationships using different association types. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"User management",
"Configuring customer access management"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/creating-responsibility-access-configuration.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/creating-responsibility-access-configuratio... | {
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"title"... | # Creating a responsibility access configuration
Create responsibility access configurations to add or modify access for various user relationships using different association types.
Administrators can use these configurations to define the roles required to access specific table records, including the level of acces... | ---
title: Creating a responsibility access configuration
description: Create responsibility access configurations to add or modify access for
various user relationships using different association types.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up your e... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-case-lines-case-line-page.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-case-lines-case-line-page.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/csm-case-lines-case-line-page.html | zurich | Case line item page | The case line item page displays information about a case line item associated with a case. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Case lines and workflows",
"Case line record pages"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-case-lines-case-line-page.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-case-lines-case-line-page.html"><body id="csm-case-lin... | {
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"title"... | # Case line item page
The case line item page displays information about a case line item associated with a case.
The case line item page shows the details of a case line item, including customer and product information, the requested change to the ordered quantity, the shipping location, and estimated dates.
## Cas... | ---
title: Case line item page
description: The case line item page displays information about a case line item associated
with a case.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- Case management
- Case lines and workflows
- Case line... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-centered-chat-interaction-page.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-centered-chat-interaction-page.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/csm-centered-chat-interaction-page.html | zurich | CSM centered chat interaction record page | The CSM centered chat interaction record page provides a chat component in the center of the workspace that agents can use to handle customer chat conversations. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"Set up CSM Configurable Workspace",
"CSM Configurable Workspace record pages"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-centered-chat-interaction-page.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-centered-chat-interaction-page.html"><body id="cs... | {
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"title"... | # CSM centered chat interaction record page
The CSM centered chat interaction record page provides a chat component in the center of the workspace that agents can use to handle customer chat conversations.
Figure 1. CSM centered chat interaction record page
To use the CSM centered chat interaction record page in CSM... | ---
title: CSM centered chat interaction record page
description: The CSM centered chat interaction record page provides a chat component
in the center of the workspace that agents can use to handle customer chat conversations.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Man... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-config-workspace-page-templates.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-config-workspace-page-templates.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/csm-config-workspace-page-templates.html | zurich | CSM Configurable Workspace page templates | A page template is a blueprint of a record page that you can use to create a new page or page variant in UI Builder. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"Set up CSM Configurable Workspace"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-config-workspace-page-templates.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-config-workspace-page-templates.html"><body id="... | {
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"title"... | # CSM Configurable Workspace page templates
A page template is a blueprint of a record page that you can use to create a new page
or page variant in UI Builder.
A page template can include components, data resources, extension points, and a layout. When you create a page or a page variant from a page template, you st... | ---
title: CSM Configurable Workspace page templates
description: A page template is a blueprint of a record page that you can use to create
a new page or page variant in UI Builder.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- CSM Con... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-default-record-page.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-default-record-page.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/csm-default-record-page.html | zurich | CSM default record page | The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"Set up CSM Configurable Workspace",
"CSM Configurable Workspace record pages"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-default-record-page.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-default-record-page.html"><body id="csm-default-record-page"... | {
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"title"... | # CSM default record page
The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases.
The CSM default record page includes the basic structure for a record page, including record information, a communication interface, and suggestions for i... | ---
title: CSM default record page
description: The CSM default record page provides case management features and functionality
and enables agents to create, monitor, and resolve cases.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- CSM ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-front-line-case-page-modeless-dialogs.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-front-line-case-page-modeless-dialogs.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/csm-front-line-case-page-modeless-dialogs.html | zurich | Modeless dialogs | Modeless dialogs are windows that overlay the main window content in CSM Configurable Workspace. Customer service agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
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"CSM Configurable Workspace",
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"title"... | # Modeless dialogs
Modeless dialogs are windows that overlay the main window content in CSM Configurable Workspace. Customer service agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails.
A modeless dialog is a window that appears in a workspa... | ---
title: Modeless dialogs
description: Modeless dialogs are windows that overlay the main window content in
CSM Configurable Workspace. Customer service agents can use modeless dialogs to
create and post comments and work notes to the activity stream and to compose and
send emails.
keywords: []
breadcrumbs:
- C... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-record-page-lookup-component.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-record-page-lookup-component.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/csm-record-page-lookup-component.html | zurich | Lookup component | Use the lookup component on interaction record pages in CSM Configurable Workspace to look up, link, and verify a contact or consumer on an interaction record. | [] | [
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"Organize agent workspaces",
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"title"... | # Lookup component
Use the lookup component on interaction record pages in CSM Configurable Workspace to look up, link, and verify a contact or consumer on an interaction record.
Figure 1. Lookup and verify contact card
The lookup component is available on the following interaction record pages:
* CSM centered chat... | ---
title: Lookup component
description: Use the lookup component on interaction record pages in CSM Configurable
Workspace to look up, link, and verify a contact or consumer on an interaction record.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent wo... |
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"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"Set up CSM Configurable Workspace",
"CSM Configurable Workspace record pages",
"Front-line case page"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-record-page-record-list-component-bundle.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-record-page-record-list-component-bundl... | {
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{
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{
"title"... | # Record List component bundle
The Record List component bundle is a list component bundle that uses a dedicated controller to configure list actions such as sorting, filtering, and grouping.
The Record List component bundle includes a record list header with declarative actions as well as pagination control for navi... | ---
title: Record List component bundle
description: The Record List component bundle is a list component bundle that uses
a dedicated controller to configure list actions such as sorting, filtering, and
grouping.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Or... |
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"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Service definitions"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-service-definition-catalog-items.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-service-definition-catalog-items.html"><body id... | {
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"title"... | # Service definitions with catalog items
Enable service definitions to use service catalog items. Agents can select these catalog items and use the associated record producers to create cases of the correct type in CSM Configurable Workspace.
Users with the admin role can configure service definitions to use service ... | ---
title: Service definitions with catalog items
description: Enable service definitions to use service catalog items. Agents can select
these catalog items and use the associated record producers to create cases of the
correct type in CSM Configurable Workspace.
keywords: []
breadcrumbs:
- Customer Service Manage... |
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"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Service definitions"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-service-definitions-configure.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-service-definitions-configure.html"><body id="csm-... | {
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"title"... | # Configuring service definitions
Create service definitions for the types of services required to support your products. Associate different features such as case types, playbooks, and record producers with service definitions so that customers can request
the services they need and agents can create cases of the rig... | ---
title: Configuring service definitions
description: Create service definitions for the types of services required to support
your products. Associate different features such as case types, playbooks, and record
producers with service definitions so that customers can request the services they
need and agents ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-workspace-chrome-link-manager.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/csm-workspace-chrome-link-manager.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/csm-workspace-chrome-link-manager.html | zurich | ServiceNow Link Manager | Use the ServiceNow Link Manager feature to manage and organize browser tabs within a ServiceNow instance. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"CSM Configurable Workspace features"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-workspace-chrome-link-manager.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/csm-workspace-chrome-link-manager.html"><body id="csm-... | {
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{
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{
"title"... | # ServiceNow Link Manager
Use the ServiceNow Link Manager feature to manage and organize browser tabs within a ServiceNow instance.
The ServiceNow Link Manager feature is designed to enhance user productivity by managing and organizing browser tabs within a ServiceNow instance. This feature ensures that links opened ... | ---
title: ServiceNow Link Manager
description: Use the ServiceNow Link Manager feature to manage and organize browser
tabs within a ServiceNow instance.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- CSM Configurable Workspace
- CSM Con... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/customer-central-configuration.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/customer-central-configuration.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/customer-central-configuration.html | zurich | Configuring the Customer History component | Users with the admin role can configure several properties for the Customer History component. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"CSM Configurable Workspace features",
"Customer Central"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/customer-central-configuration.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/customer-central-configuration.html"><body id="customer-c... | {
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{
"title"... | # Configuring the Customer History component
Users with the admin role can configure several properties for the Customer History component.
## Refresh requested
The Customer History component refreshes automatically, eliminating the need for manual page refreshes.
The Refresh requested property captures the last re... | ---
title: Configuring the Customer History component
description: Users with the admin role can configure several properties for the Customer
History component.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- CSM Configurable Workspace
-... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/customer-history-component-features.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/customer-history-component-features.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/customer-history-component-features.html | zurich | Customer History component features | Customer service agents can use several features in the Customer History component to view customer, consumer, or account history information. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"CSM Configurable Workspace features",
"Customer Central"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/customer-history-component-features.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/customer-history-component-features.html"><body id="... | {
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"title"... | # Customer History component features
Customer service agents can use several features in the Customer History component to view customer, consumer, or account history information.
## Search
The Search field introduces keyword-based search functionality enabling agents to retrieve activities, such as interactions, c... | ---
title: Customer History component features
description: Customer service agents can use several features in the Customer History
component to view customer, consumer, or account history information.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/customer-service-case-digests.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/customer-service-case-digests.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/customer-service-case-digests.html | zurich | Customer Service case digests | Use the case digests feature to provide periodic updates and resolution information about high priority customer service cases to customers and internal stakeholders. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Configure case management",
"Configure case digests"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/customer-service-case-digests.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/customer-service-case-digests.html"><body id="customer-ser... | {
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"title"... | # Customer Service case digests
Use the case digests feature to provide periodic updates and resolution information
about high priority customer service cases to customers and internal stakeholders.
With this feature, you can send periodic case updates while a case is in progress using a
case
action summary. Once a c... | ---
title: Customer Service case digests
description: Use the case digests feature to provide periodic updates and resolution
information about high priority customer service cases to customers and internal
stakeholders.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Manageme... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/delete-address-location-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/delete-address-location-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/delete-address-location-form.html | zurich | Deleting or editing an address on the location form | As a user, you can edit or delete an existing record in the account address table without affecting any other associated records. To use this capability, you must be an admin or a sn_customerservice_manager. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Customer data",
"Configure accounts and contacts",
"Enhanced address data model for accounts"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/delete-address-location-form.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/delete-address-location-form.html"><body id="delete-address... | {
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"title"... | # Deleting or editing an address on the location form
As a user, you can edit or delete an existing record in the account address table without affecting any other associated records. To use this capability, you must be an admin or a sn\_customerservice\_manager.
If a location record is associated with multiple accou... | ---
title: Deleting or editing an address on the location form
description: As a user, you can edit or delete an existing record in the account address
table without affecting any other associated records. To use this capability, you
must be an admin or a sn_customerservice_manager.
keywords: []
breadcrumbs:
- Cust... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/integration-with-sales-and-order-management.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/integration-with-sales-and-order-management.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/integration-with-sales-and-order-management.html | zurich | Integration with Sales and Order Management | Integrate Service Model Foundation with Sales and Order Management to enable business locations to operate as sellers. This integration triggers sales quote generation, order capture, and fulfillment. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Data models",
"Configure Service Model Foundation"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/integration-with-sales-and-order-management.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/integration-with-sales-and-order-management.... | {
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{
"title"... | # Integration with Sales and Order Management
Integrate Service Model Foundation with Sales and Order Management to enable business locations to operate as sellers. This integration triggers sales quote generation, order capture, and fulfillment.
## Integrate with Order Management
Install the Order Management Busine... | ---
title: Integration with Sales and Order Management
description: Integrate Service Model Foundation with Sales and Order Management to
enable business locations to operate as sellers. This integration triggers sales
quote generation, order capture, and fulfillment.
keywords: []
breadcrumbs:
- Customer Service Ma... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/interaction-controls-component-icc-call-interaction-features.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/interaction-controls-component-icc-call-interaction-features.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/interaction-controls-component-icc-call-interaction-features.html | zurich | Interaction Controls Component (ICC) call interaction features | Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC). | [] | [
"Customer Service Management",
"Integrating Customer Service Management with other applications",
"Integrating with contact centers",
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"title"... | # Interaction Controls Component (ICC) call interaction features
Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC).
The core features and capabilities of the contact center ... | ---
title: Interaction Controls Component (ICC) call interaction features
description: Streamline call handling and enhance the agent experience in the Agent
Workspace. Integrate voice call capabilities and the core contact center features
with Interaction Controls Component (ICC).
keywords: []
breadcrumbs:
- Custo... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/interaction-controls-component-icc-callback-integration-features.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/interaction-controls-component-icc-callback-integration-features.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/interaction-controls-component-icc-callback-integration-features.html | zurich | Integrating contact centers with Interaction Controls Component (ICC) for callbacks | The callback interaction feature built on the Interaction Controls Component (ICC) supports callback voice interactions directly within the ServiceNow configurable workspace. The workspace provides agents with callback voice interaction and callback control features in a unified view, resulting in improved | [
"Callback",
"CCaaS callback",
"ICC Callback",
"Callback requests"
] | [
"Customer Service Management",
"Integrating Customer Service Management with other applications",
"Integrating with contact centers"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/interaction-controls-component-icc-callback-integration-features.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/interaction-controls-co... | {
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"title"... | # Integrating contact centers with Interaction Controls Component (ICC) for callbacks
The callback interaction feature built on the Interaction Controls Component (ICC) supports callback voice interactions directly within the ServiceNow configurable workspace. The workspace provides agents with callback voice interact... | ---
title: Integrating contact centers with Interaction Controls Component (ICC) for callbacks
description: The callback interaction feature built on the Interaction Controls Component
(ICC) supports callback voice interactions directly within the ServiceNow configurable
workspace. The workspace provides agents wit... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/now-assist-csm-supporting-info.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/now-assist-csm-supporting-info.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/now-assist-csm-supporting-info.html | zurich | Supporting information for Now Assist for Customer Service Management (CSM) | Get a quick overview of the important information that is related to the Now Assist for Customer Service Management (CSM) application. | [] | [
"Customer Service Management",
"Now Assist for Customer Service Management (CSM)",
"Exploring Now Assist for Customer Service Management (CSM)"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/now-assist-csm-supporting-info.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/now-assist-csm-supporting-info.html"><body id="now-assist... | {
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"title"... | # Supporting information for Now Assist for Customer Service Management (CSM)
Get a quick overview of the important information that is related to the Now Assist for Customer Service Management (CSM) application.
## Supported versions
Now Assist for CSM is supported starting with Vancouver Patch 4.
## Supported use... | ---
title: Supporting information for Now Assist for Customer Service Management (CSM)
description: Get a quick overview of the important information that is related to
the Now Assist for Customer Service Management (CSM) application.
keywords: []
breadcrumbs:
- Customer Service Management
- Now Assist for Customer S... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/order-managment-for-business-location.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/order-managment-for-business-location.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/order-managment-for-business-location.html | zurich | Order Management for business location | Integrate Service Model Foundation with Order Management to support channel sales. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Data models",
"Configure Service Model Foundation",
"Integration with Sales and Order Management"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/order-managment-for-business-location.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/order-managment-for-business-location.html"><body ... | {
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{
"title"... | # Order Management for business location
Integrate Service Model Foundation with Order Management to support channel sales.
## Overview of the integration
Use the Order Management Business Locations plugin (com.snc.business\_organization\_orm) to perform the following actions.
* Create orders for business locations... | ---
title: Order Management for business location
description: Integrate Service Model Foundation with Order Management to support channel
sales.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up your environment
- Data models
- Configure Service Model Foundati... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/personas-roles-and-tables-post-integration-qm.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/personas-roles-and-tables-post-integration-qm.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/personas-roles-and-tables-post-integration-qm.html | zurich | Roles and responsibilities | After successful integration of Order Management, the following menu items and roles are added to the list view menu. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Data models",
"Configure Service Model Foundation",
"Integration with Sales and Order Management",
"Quote management for business organization"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/personas-roles-and-tables-post-integration-qm.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/personas-roles-and-tables-post-integration... | {
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"title"... | # Roles and responsibilities
After successful integration of Order Management, the following menu items and roles are added to the list view menu.
## Description of roles and their responsibilities
| Role | Description | Contains roles |
| --- | --- | --- |
| Location Customer Quote Agent (sn\_bus\_org\_qm.org\_sale... | ---
title: Roles and responsibilities
description: After successful integration of Order Management, the following menu
items and roles are added to the list view menu.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up your environment
- Data models
- Configure... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/personas-roles-and-tables-post-integration.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/personas-roles-and-tables-post-integration.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/personas-roles-and-tables-post-integration.html | zurich | Roles and responsibilities | After successful integration of Order Management with Service Model Foundation, various roles are added to the list view menu. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Data models",
"Configure Service Model Foundation",
"Integration with Sales and Order Management",
" Order Management for business location"
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"title"... | # Roles and responsibilities
After successful integration of Order Management with Service Model Foundation, various roles are added to the list view menu.
## Description of roles and their responsibilities
| Role | Description | Contains roles |
| --- | --- | --- |
| Organization B2B Sales Representative (sn\_bus\_... | ---
title: Roles and responsibilities
description: After successful integration of Order Management with Service Model Foundation,
various roles are added to the list view menu.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up your environment
- Data models
- ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/queues-for-recommended-actions-application.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/queues-for-recommended-actions-application.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/queues-for-recommended-actions-application.html | zurich | Queues for Recommendation Actions Application | Admins and Recommended Actions administrators can configure queues to manage the asynchronous evaluation of recommendations. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Implement Intelligence",
"Recommended Actions configuration",
"Recommended Actions"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/queues-for-recommended-actions-application.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/queues-for-recommended-actions-application.ht... | {
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"title"... | # Queues for Recommendation Actions Application
Admins and Recommended Actions administrators can configure queues to manage the asynchronous evaluation of recommendations.
## Access Path and Role Requirements
To view or manage the queue, navigate to the following location in the application:
Navigate to All > Syst... | ---
title: Queues for Recommendation Actions Application
description: Admins and Recommended Actions administrators can configure queues to
manage the asynchronous evaluation of recommendations.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Implement Intelligence
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/quote-management-for-business-location.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/quote-management-for-business-location.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/quote-management-for-business-location.html | zurich | Quote management for business organization | Integrate Service Model Foundation with Quote Management for business organizations to streamline operations and optimize the end-to-end life cycle for quote management. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Data models",
"Configure Service Model Foundation",
"Integration with Sales and Order Management"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/quote-management-for-business-location.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/quote-management-for-business-location.html"><bod... | {
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"title"... | # Quote management for business organization
Integrate Service Model Foundation with Quote Management for business organizations to streamline operations and optimize the end-to-end life cycle for quote management.
## Overview of quote management for business organization
Quote Management for business organizations ... | ---
title: Quote management for business organization
description: Integrate Service Model Foundation with Quote Management for business
organizations to streamline operations and optimize the end-to-end life cycle for
quote management.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/ra-csm-contexts.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/ra-csm-contexts.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/ra-csm-contexts.html | zurich | Contexts in Recommended Actions | A context enables agents to see recommendations for records from a table when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Implement Intelligence",
"Recommended Actions configuration",
"Recommended Actions"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/ra-csm-contexts.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/ra-csm-contexts.html"><body id="ra-csm-contexts"><main role="main"><arti... | {
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"title"... | # Contexts in Recommended Actions
A context enables agents to see recommendations for records from a table when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.
Contexts are created for tables, such as the Case [sn\_customerservice\_case] table or... | ---
title: Contexts in Recommended Actions
description: A context enables agents to see recommendations for records from a table
when certain rules are met. These recommendations can help agents by suggesting
actions to take based on the record context.
keywords: []
breadcrumbs:
- Customer Service Management
- Conf... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-template-item-actions.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-template-item-actions.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/task-plan-template-item-actions.html | zurich | Template item actions | Template items have an available set of actions, including row-level actions that enable users to create new template items and to edit, clone, and delete template items. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-template-item-actions.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-template-item-actions.html"><body id="task-pla... | {
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"title"... | # Template item actions
Template items have an available set of actions, including row-level actions that enable users to create new template items and to edit, clone, and delete template items.
The Task Plan Template form includes a Template Items tab that shows the included template items in a hierarchical view. Th... | ---
title: Template item actions
description: Template items have an available set of actions, including row-level
actions that enable users to create new template items and to edit, clone, and delete
template items.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
-... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-templates-roles.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-templates-roles.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/task-plan-templates-roles.html | zurich | Task Plan Templates roles | Roles included with the Task Plan Templates application enable users to view, create, and edit task plan templates, template items, and template item conditions. Users can use these defined templates to automatically create tasks, child cases, and child case tasks | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-templates-roles.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-templates-roles.html"><body id="task-plan-templates-... | {
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"title"... | # Task Plan Templates roles
Roles included with the Task Plan Templates application enable users to view, create, and edit task plan templates, template items, and template item conditions. Users can use these defined templates to automatically create
tasks, child cases, and child case tasks for different types of cas... | ---
title: Task Plan Templates roles
description: Roles included with the Task Plan Templates application enable users
to view, create, and edit task plan templates, template items, and template item
conditions. Users can use these defined templates to automatically create tasks,
child cases, and child case tasks... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-templates-states.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-templates-states.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/task-plan-templates-states.html | zurich | Task Plan Templates states and actions | A task plan template can be in one of the following states: Draft or Published. It can also be active or inactive. Each state includes an available set of user actions. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-templates-states.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-templates-states.html"><body id="task-plan-template... | {
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"title"... | # Task Plan Templates states and actions
A task plan template can be in one of the following states: Draft or Published. It can also be active or inactive. Each state includes an available set of user actions.
## Draft state
A task plan template is in the Draft state when it is first created.
When a task plan templ... | ---
title: Task Plan Templates states and actions
description: 'A task plan template can be in one of the following states: Draft or
Published. It can also be active or inactive. Each state includes an available set
of user actions.'
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Ser... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-templates-tables.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-templates-tables.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/task-plan-templates-tables.html | zurich | Task Plan Templates tables | The Task Plan Templates application includes tables that store task plan template, template item, and template item condition records. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-templates-tables.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-templates-tables.html"><body id="task-plan-template... | {
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"title"... | # Task Plan Templates tables
The Task Plan Templates application includes tables that store task plan template, template item, and template item condition records.
The Task Plan Templates application includes the following tables.
Table 1. Task Plan Templates application tables
| Table | Description |
| --- | --- |
... | ---
title: Task Plan Templates tables
description: The Task Plan Templates application includes tables that store task plan
template, template item, and template item condition records.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- Case... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-templates.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/task-plan-templates.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/task-plan-templates.html | zurich | Task plan templates | Use a task plan template to define the repeatable tasks and records that need to be created for a business process. When the template is applied, these tasks and records are automatically created. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-templates.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/task-plan-templates.html"><body id="task-plan-templates"><main role=... | {
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"title"... | # Task plan templates
Use a task plan template to define the repeatable tasks and records that need to be created for a business process. When the template is applied, these tasks and records are automatically created.
Figure 1. Template items list for a task plan template
A task plan template is a group of tasks an... | ---
title: Task plan templates
description: Use a task plan template to define the repeatable tasks and records that
need to be created for a business process. When the template is applied, these tasks
and records are automatically created.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Custo... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/using-activity-stream-in-an-email-interaction.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/using-activity-stream-in-an-email-interaction.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/using-activity-stream-in-an-email-interaction.html | zurich | Using the activity stream in an email interaction | View an email conversation between an agent and a customer in the activity stream of the email interaction. The activity stream enables agents to communicate with customers and make internal notes about the work done on an interaction. The activity | [
"Email Interaction for CSM"
] | [
"Customer Service Management",
"Using Customer Service Management",
"Customer communication",
"Using Email Interaction for Customer Service Management",
"Engaging with the customer using email interaction"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/using-activity-stream-in-an-email-interaction.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/using-activity-stream-in-an-email-interact... | {
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"title"... | # Using the activity stream in an email interaction
View an email conversation between an agent and a customer in the activity stream of the email interaction. The activity stream enables agents to communicate with customers and make internal notes about the work done on an
interaction. The activity stream updates whe... | ---
title: Using the activity stream in an email interaction
description: View an email conversation between an agent and a customer in the activity
stream of the email interaction. The activity stream enables agents to communicate
with customers and make internal notes about the work done on an interaction. The
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/using-csm-data-classification.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/concept/using-csm-data-classification.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/concept/using-csm-data-classification.html | zurich | Using CSM Data Classification | Introduced a new CSM Data Classification (sn_csm_dataprivacy) Store application that provides base system classifications for customer relationship management (CRM) data, categorizing it as internal, personally identifiable information (PII), confidential, and more. The solution leverages the ServiceNow AI Platform dat... | [] | [
"Customer Service Management",
"Using Customer Service Management",
"Customer management"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/using-csm-data-classification.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/concept/using-csm-data-classification.html"><body id="using-csm-da... | {
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{
"title"... | # Using CSM Data Classification
Introduced a new CSM
Data Classification (sn\_csm\_dataprivacy) Store application that provides base system classifications for customer relationship management (CRM) data, categorizing it as internal, personally identifiable information (PII),
confidential, and more. The solution lever... | ---
title: Using CSM Data Classification
description: Introduced a new CSM Data Classification (sn_csm_dataprivacy) Store application
that provides base system classifications for customer relationship management (CRM)
data, categorizing it as internal, personally identifiable information (PII), confidential,
and... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/business-portal-blsp-track-customer-order.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/business-portal-blsp-track-customer-order.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/business-portal-blsp-track-customer-order.html | zurich | Customer Orders form | The following table describes the fields available on the Customer Orders form. | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Customer, consumer, and business portal reference"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/business-portal-blsp-track-customer-order.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/business-portal-blsp-track-customer-order.... | {
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"title"... | # Customer Orders form
The following table describes the fields available on the Customer Orders form.
Table 1. Customer Orders form
| Field | Description |
| --- | --- |
| Keyword Search | Search bar to filter customer orders using keywords like Order Number or Name. |
| Number | Unique identifier for each customer ... | ---
title: Customer Orders form
description: The following table describes the fields available on the Customer Orders
form.
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Customer, consumer, and business portal reference
---
# Customer Orders form
The following ta... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/case-escalation-process.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/case-escalation-process.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/case-escalation-process.html | zurich | Case and account escalation process | The case and account escalation process follows several steps from request to completion. | [
"case escalation",
"account escalation"
] | [
"Customer Service Management",
"Administer Customer Service Management",
"Case and account escalation"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/case-escalation-process.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/case-escalation-process.html"><body id="case-escalation-proc... | {
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"title"... | # Case and account escalation process
The case and account escalation process follows several steps from request to
completion.
1. Your users with the escalation requester role request an escalation for a case or account. As part of the request, you can provide the following information:
* The reason for the reque... | ---
title: Case and account escalation process
description: The case and account escalation process follows several steps from request
to completion.
keywords:
- case escalation
- account escalation
breadcrumbs:
- Customer Service Management
- Administer Customer Service Management
- Case and account escalation
---
... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/case-line-entitlements-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/case-line-entitlements-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/case-line-entitlements-form.html | zurich | Case line entitlement form | The case line entitlement form displays information about an entitlement associated with a case line item. | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Customer Service forms"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/case-line-entitlements-form.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/case-line-entitlements-form.html"><body id="case-line-en... | {
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"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
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"title"... | # Case line entitlement form
The case line entitlement form displays information about an entitlement associated with a case line item.
Table 1. Case line entitlement form fields
| Field | Description |
| --- | --- |
| Case line | The case line that the entitlement is associated with. |
| Entitlement | The selected e... | ---
title: Case line entitlement form
description: The case line entitlement form displays information about an entitlement
associated with a case line item.
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Customer Service forms
---
# Case line entitlement form
The ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/configural-portal-widgets-reference.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/configural-portal-widgets-reference.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/configural-portal-widgets-reference.html | zurich | Configurable Portal Widgets reference | Reference topics for Configural Portal Widgets | [] | [
"Customer Service Management",
"Customer Service Management reference"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/configural-portal-widgets-reference.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/configural-portal-widgets-reference.html"><body ... | {
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{
"title"... | # Configurable Portal Widgets reference
Reference topics for Configural Portal Widgets
| ---
title: Configurable Portal Widgets reference
description: Reference topics for Configural Portal Widgets
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
---
# Configurable Portal Widgets reference
Reference topics for Configural Portal Widgets
|
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/customer-consumer-and-business-portal-reference.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/customer-consumer-and-business-portal-reference.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/customer-consumer-and-business-portal-reference.html | zurich | Customer, consumer, and business portal reference | Customer, consumer, and business portal reference topics | [] | [
"Customer Service Management",
"Customer Service Management reference"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/customer-consumer-and-business-portal-reference.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/customer-consumer-and-business-porta... | {
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{
"title"... | # Customer, consumer, and business portal reference
Customer, consumer, and business portal reference topics
| ---
title: Customer, consumer, and business portal reference
description: Customer, consumer, and business portal reference topics
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
---
# Customer, consumer, and business portal reference
Customer, consumer, and business po... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/json-parameter-in-configurable-portal-widgets.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/json-parameter-in-configurable-portal-widgets.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/json-parameter-in-configurable-portal-widgets.html | zurich | JSON parameter in Configurable Portal Widgets | JSON parameter in Configurable Portal Widgets | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Configurable Portal Widgets reference"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/json-parameter-in-configurable-portal-widgets.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/json-parameter-in-configurable-portal-... | {
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"title"... | # JSON parameter in Configurable Portal Widgets
JSON parameter in Configurable Portal Widgets
| ---
title: JSON parameter in Configurable Portal Widgets
description: JSON parameter in Configurable Portal Widgets
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Configurable Portal Widgets reference
---
# JSON parameter in Configurable Portal Widgets
JSON parameter... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/port-object-inst-options.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/port-object-inst-options.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/port-object-inst-options.html | zurich | Portal Object widget instance options form | Instance options enable you to configure the Portal Object widget on a portal page. | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Configurable Portal Widgets reference",
"Configurable Portal widgets instance options"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/port-object-inst-options.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/port-object-inst-options.html"><body id="port-object-inst-o... | {
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"title"... | # Portal Object widget instance options form
Instance options enable you to configure the Portal Object widget on a portal page.
Table 1. Data fields on the Instance form
| Instance option | Description |
| --- | --- |
| Table | Table from which the fields of the selected record are shown as cards on the widget. The ... | ---
title: Portal Object widget instance options form
description: Instance options enable you to configure the Portal Object widget on
a portal page.
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Configurable Portal Widgets reference
- Configurable Portal widgets i... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/portalheader-notification-approval-survey-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/portalheader-notification-approval-survey-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/portalheader-notification-approval-survey-form.html | zurich | Portal Header notification, approval, and survey form | Notifications, approval, and, survey forms fields for portal header. | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Configurable Portal Widgets reference",
"Configurable Portal widgets instance options"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/portalheader-notification-approval-survey-form.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/portalheader-notification-approval-su... | {
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"title"... | # Portal Header notification, approval, and survey form
Notifications, approval, and, survey forms fields for portal header.
Table 1. Notification form
| Field | Description |
| --- | --- |
| Label | Name that appears for the item on the header. The default text is `Notification`. |
| Parent Menu | This field should ... | ---
title: Portal Header notification, approval, and survey form
description: Notifications, approval, and, survey forms fields for portal header.
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Configurable Portal Widgets reference
- Configurable Portal widgets instanc... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/ra-queue-registration-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/ra-queue-registration-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/ra-queue-registration-form.html | zurich | Queue registration form for recommendation process | The Recommended Actions use the queue registration form to create queues for recommendation process. | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Customer Service forms"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/ra-queue-registration-form.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/ra-queue-registration-form.html"><body id="ra-queue-regis... | {
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"title"... | # Queue registration form for recommendation process
The Recommended Actions use the queue registration form to create queues for recommendation process.
Table 1. Queue Registration form
| Field | Description |
| --- | --- |
| Suffix | Suffix of the queue. For example, ra\_processor\_queue\_1. |
| Application | Assoc... | ---
title: Queue registration form for recommendation process
description: The Recommended Actions use the queue registration form to create queues
for recommendation process.
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Customer Service forms
---
# Queue registra... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/system-properties-for-configuring-email-as-an-interaction.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/system-properties-for-configuring-email-as-an-interaction.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/system-properties-for-configuring-email-as-an-interaction.html | zurich | System properties for configuring Email Interaction | You can manage certain workflows based on the system properties, such as enabling or disabling the creation of email interactions for guest users. You can set an inactivity period after which email interactions are automatically closed. | [
"Email Interaction for CSM"
] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Configure communication channels",
"Configuring the email channel",
"Email Interaction"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/system-properties-for-configuring-email-as-an-interaction.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/system-properties-for-conf... | {
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"title"... | # System properties for configuring Email Interaction
You can manage certain workflows based on the system properties, such as enabling or disabling the creation of email interactions for guest users. You can set an inactivity period after which email interactions are
automatically closed.
Navigate to All>System Prop... | ---
title: System properties for configuring Email Interaction
description: You can manage certain workflows based on the system properties, such
as enabling or disabling the creation of email interactions for guest users. You
can set an inactivity period after which email interactions are automatically closed.
key... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/targeted-comm-publication-workflows.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/targeted-comm-publication-workflows.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/targeted-comm-publication-workflows.html | zurich | Targeted Communications publication workflows | The Targeted Communications application (com.sn_publications) includes default workflows that are used for publishing articles. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Configure case management",
"Targeted communications"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/targeted-comm-publication-workflows.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/targeted-comm-publication-workflows.html"><body ... | {
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"title"... | # Targeted Communications publication workflows
The Targeted Communications application (com.sn\_publications) includes default workflows that are used for publishing articles.
The application includes two publishing workflows:
* Instant Publish: publishes an article instantly.
* Publish With Approval: requires appr... | ---
title: Targeted Communications publication workflows
description: The Targeted Communications application (com.sn_publications) includes
default workflows that are used for publishing articles.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent works... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/task-plan-template-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/task-plan-template-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/task-plan-template-form.html | zurich | Task Plan Template form | The Task Plan Template form displays details about a task plan template record. | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Customer Service forms"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/task-plan-template-form.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/task-plan-template-form.html"><body id="task-plan-template-f... | {
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"title"... | # Task Plan Template form
The Task Plan Template form displays details about a task plan template record.
The Task Plan Template form includes the following fields on the Details tab. After creating and saving a task plan template record, the system adds the Template Items tab to the form.
Table 1. Task Plan Templat... | ---
title: Task Plan Template form
description: The Task Plan Template form displays details about a task plan template
record.
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Customer Service forms
---
# Task Plan Template form
The Task Plan Template form displays ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/task-plan-template-item-condition-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/task-plan-template-item-condition-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/task-plan-template-item-condition-form.html | zurich | Template item condition form | The Template item condition form displays displays the conditions that apply to a that template item. | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Customer Service forms"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/task-plan-template-item-condition-form.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/task-plan-template-item-condition-form.html">... | {
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"title"... | # Template item condition form
The Template item condition form displays displays the conditions that apply to a that template item.
The Template item condition form includes the following fields on the Details tab.
Table 1. Template item condition form fields
| Field | Description |
| --- | --- |
| Short descriptio... | ---
title: Template item condition form
description: The Template item condition form displays displays the conditions that
apply to a that template item.
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Customer Service forms
---
# Template item condition form
The T... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/task-plan-template-item-form.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/task-plan-template-item-form.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/task-plan-template-item-form.html | zurich | Template item form | The Template item form displays details about a template item for a task plan template. | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Customer Service forms"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/task-plan-template-item-form.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/task-plan-template-item-form.html"><body id="task-plan-... | {
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"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Template item form
The Template item form displays details about a template item for a task plan template.
The Template item form includes the following fields on the Details tab.
Table 1. Template item form fields
| Field | Description |
| --- | --- |
| Number | The automatically generated record number. |
| Shor... | ---
title: Template item form
description: The Template item form displays details about a template item for a task
plan template.
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Customer Service forms
---
# Template item form
The Template item form displays details... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/walk-up-feature-configuration.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/reference/walk-up-feature-configuration.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/reference/walk-up-feature-configuration.html | zurich | Walk-up feature configuration | Understand the configuration of the Walk-up feature in Engagement Messenger module to configure the field values. | [] | [
"Customer Service Management",
"Customer Service Management reference",
"Engagement Messenger reference"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/walk-up-feature-configuration.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/reference/walk-up-feature-configuration.html"><body id="walk-up-... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Walk-up feature configuration
Understand the configuration of the Walk-up feature in Engagement Messenger module to configure the field values.
To enable walk-up feature for your customers, ensure that you activate the following
plugins in your ServiceNow instance:
* Walk-up for CSM plugin (com.snc.walkup\_for\_cs... | ---
title: Walk-up feature configuration
description: Understand the configuration of the Walk-up feature in Engagement Messenger
module to configure the field values.
keywords: []
breadcrumbs:
- Customer Service Management
- Customer Service Management reference
- Engagement Messenger reference
---
# Walk-up featur... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/activate-case-action-status.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/activate-case-action-status.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/activate-case-action-status.html | zurich | Activate Case Action Status | Activate the Case Action Status plugin to use the case action status feature. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Configure case management",
"Configure case action status"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/activate-case-action-status.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/activate-case-action-status.html"><body id="activate-case-action-s... | {
"attachments": {
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"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Activate Case Action Status
Activate the Case Action Status plugin to use the case action status feature.
## Before you begin
Role required: admin
## About this task
Case action status provides a Customer Service-specific application of the Action Status Automation feature, which tracks the
blocking tasks create... | ---
title: Activate Case Action Status
description: Activate the Case Action Status plugin to use the case action status
feature.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- Case management
- Configure case management
- Configure case... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/activate-flow-email-interaction.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/activate-flow-email-interaction.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/activate-flow-email-interaction.html | zurich | Activate a flow for Email Interaction for CSM | Activate flows for customers who have the Email Interaction for CSM application configured, enabling efficient workflow automation. | [
"Email Interaction for CSM"
] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Configure communication channels",
"Configuring the email channel",
"Email Interaction",
"Creating flows for incoming emails that create and update interactions"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/activate-flow-email-interaction.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/activate-flow-email-interaction.html"><body id="activate-flow-... | {
"attachments": {
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Activate a flow for Email Interaction for CSM
Activate flows for customers who have the Email Interaction for CSM application configured, enabling efficient workflow automation.
## Before you begin
Role required: admin
## About this task
For new CSM customers, are activated by default. Existing CSM customers sho... | ---
title: Activate a flow for Email Interaction for CSM
description: Activate flows for customers who have the Email Interaction for CSM application
configured, enabling efficient workflow automation.
keywords:
- Email Interaction for CSM
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Mana... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/activate-unified-consumer.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/activate-unified-consumer.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/activate-unified-consumer.html | zurich | Activate Unified Consumer | Activate the Unified Consumer functionality within the Customer Service Management (CSM) application by updating the Consumer script include. This modification enables you to display the other sys_user extension records in the reference list for the users in the csm_consumer table. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"User management",
"Configuring a Unified User",
"Configuring a user as a Unified Consumer",
"Setting up a user as a Unified Consumer"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/activate-unified-consumer.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/activate-unified-consumer.html"><body id="activate-unified-consumer"... | {
"attachments": {
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"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Activate Unified Consumer
Activate the Unified Consumer functionality within the Customer Service Management (CSM) application by updating the Consumer script include. This modification enables you to display the other sys\_user extension records in the reference list for the users in the csm\_consumer
table.
## Be... | ---
title: Activate Unified Consumer
description: Activate the Unified Consumer functionality within the Customer Service
Management (CSM) application by updating the Consumer script include. This modification
enables you to display the other sys_user extension records in the reference list
for the users in the c... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/add-entitlement-to-case-line.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/add-entitlement-to-case-line.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/add-entitlement-to-case-line.html | zurich | Add an entitlement to a case line | Add one or more entitlements to a case line in CSM Configurable Workspace. | [] | [
"Customer Service Management",
"Using Customer Service Management",
"Manage cases"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/add-entitlement-to-case-line.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/add-entitlement-to-case-line.html"><body id="add-entitlement-to-c... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Add an entitlement to a case line
Add one or more entitlements to a case line in CSM Configurable Workspace.
## Before you begin
Role required: sn\_customerservice\_agent
## Procedure
1. Open a case line record in CSM Configurable Workspace.
2. Select the Case Line Entitlements tab.
3. Select Add on the Case Lin... | ---
title: Add an entitlement to a case line
description: Add one or more entitlements to a case line in CSM Configurable Workspace.
keywords: []
breadcrumbs:
- Customer Service Management
- Using Customer Service Management
- Manage cases
---
# Add an entitlement to a case line
Add one or more entitlements to a case... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/add-entitlement-to-case.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/add-entitlement-to-case.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/add-entitlement-to-case.html | zurich | Add an entitlement to a case | Add one or more entitlements to a customer service case record in CSM Configurable Workspace. | [] | [
"Customer Service Management",
"Using Customer Service Management",
"Manage cases"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/add-entitlement-to-case.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/add-entitlement-to-case.html"><body id="add-entitlement-to-case"><main... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Add an entitlement to a case
Add one or more entitlements to a customer service case record in CSM Configurable Workspace.
## Before you begin
Role required: sn\_esm\_agent, sn\_customerservice.consumer\_agent
## About this task
Agents can view the available entitlements on a customer service case and associate ... | ---
title: Add an entitlement to a case
description: Add one or more entitlements to a customer service case record in CSM
Configurable Workspace.
keywords: []
breadcrumbs:
- Customer Service Management
- Using Customer Service Management
- Manage cases
---
# Add an entitlement to a case
Add one or more entitlement... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/assign-team-member-to-consumer.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/assign-team-member-to-consumer.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/assign-team-member-to-consumer.html | zurich | Assign a team member to a consumer | Assign a team member to a consumer by selecting an employee and their role or responsibility in the Customer Service Management (CSM) application. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Customer data",
"Configure consumers"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/assign-team-member-to-consumer.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/assign-team-member-to-consumer.html"><body id="assign-team-memb... | {
"attachments": {
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Assign a team member to a consumer
Assign a team member to a consumer by selecting an employee and their role or responsibility in the Customer Service Management (CSM) application.
## Before you begin
Role required: sn\_customerservice\_manager or admin
## About this task
If you're the system administrator or a... | ---
title: Assign a team member to a consumer
description: Assign a team member to a consumer by selecting an employee and their
role or responsibility in the Customer Service Management (CSM) application.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up your ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/assign-team-member-to-household.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/assign-team-member-to-household.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/assign-team-member-to-household.html | zurich | Assign a team member to a household | Assign a team member to a household by selecting an employee and their role or responsibility in the Customer Service Management (CSM) application. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Customer data",
"Configuring households"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/assign-team-member-to-household.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/assign-team-member-to-household.html"><body id="assign-team-me... | {
"attachments": {
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Assign a team member to a household
Assign a team member to a household by selecting an employee and their role or responsibility in the Customer Service Management (CSM) application.
## Before you begin
Role required: sn\_customerservice\_manager or admin
## About this task
If you're the system administrator or... | ---
title: Assign a team member to a household
description: Assign a team member to a household by selecting an employee and their
role or responsibility in the Customer Service Management (CSM) application.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up you... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/associate-address-account.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/associate-address-account.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/associate-address-account.html | zurich | Associate an address to an account | You can associate addresses to an account using the Account Address related list on the account form or the location form. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Customer data",
"Configure accounts and contacts",
"Enhanced address data model for accounts"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/associate-address-account.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/associate-address-account.html"><body id="associate-address-account"... | {
"attachments": {
"all_attachments": null,
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Associate an address to an account
You can associate addresses to an account using the Account Address related list on the account form or the location form.
## Before you begin
Note: You must possess the Update privilege, or the authority to grant Update access to account information, to enable the association of... | ---
title: Associate an address to an account
description: You can associate addresses to an account using the Account Address related
list on the account form or the location form.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Set up your environment
- Customer d... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/ccaas-address-callback-requests.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/ccaas-address-callback-requests.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/ccaas-address-callback-requests.html | zurich | Manage a CCaaS callback request in the Configurable Workspace | As a customer service agent, view the callback context information and dial the customer immediately (ASAP callback type) in the CSM/FSM Configurable Workspace. | [] | [
"Customer Service Management",
"Using Customer Service Management",
"Customer communication"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/ccaas-address-callback-requests.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/ccaas-address-callback-requests.html"><body id="ccaas-address-... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Manage a CCaaS callback request in the Configurable Workspace
As a customer service agent, view the callback context information and dial the customer immediately (ASAP callback type) in the CSM/FSM Configurable Workspace.
## Before you begin
Role required: sn\_customerservice\_agent
You must log in to your CCaaS... | ---
title: Manage a CCaaS callback request in the Configurable Workspace
description: As a customer service agent, view the callback context information and
dial the customer immediately (ASAP callback type) in the CSM/FSM Configurable Workspace.
keywords: []
breadcrumbs:
- Customer Service Management
- Using Custome... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/ccaas-set-default-workspace.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/ccaas-set-default-workspace.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/ccaas-set-default-workspace.html | zurich | Set default workspace for CCaaS | Configure and set a default workspace for contact center agents to let them navigate back to a workspace integrated with Interaction Controls Component (ICC), from any other unsupported workspace. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/ccaas-set-default-workspace.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/ccaas-set-default-workspace.html"><body id="ccaas-set-default-work... | {
"attachments": {
"all_attachments": null,
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Set default workspace for CCaaS
Configure and set a default workspace for contact center agents to let them navigate back to a workspace integrated with Interaction Controls Component (ICC), from any other unsupported workspace.
## Before you begin
An interaction can be opened and details displayed in any workspac... | ---
title: Set default workspace for CCaaS
description: Configure and set a default workspace for contact center agents to let
them navigate back to a workspace integrated with Interaction Controls Component
(ICC), from any other unsupported workspace.
keywords: []
breadcrumbs:
- Customer Service Management
- Confi... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/clone-task-plan-template-item.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/clone-task-plan-template-item.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/clone-task-plan-template-item.html | zurich | Clone a template item | Clone an existing template item to add to a task plan template. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/clone-task-plan-template-item.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/clone-task-plan-template-item.html"><body id="clone-task-plan-te... | {
"attachments": {
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"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Clone a template item
Clone an existing template item to add to a task plan template.
## Before you begin
Role required: sn\_task\_plan.creator role
## About this task
Template items include case tasks, child cases, and child case tasks. When you clone a template item, the system clones the selected template
ite... | ---
title: Clone a template item
description: Clone an existing template item to add to a task plan template.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- Case management
- Task plan templates
---
# Clone a template item
Clone an exist... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/clone-task-plan-template.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/clone-task-plan-template.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/clone-task-plan-template.html | zurich | Clone a task plan template | Clone an existing task plan template to create a new template that includes the items, conditions, and hierarchy of the original template. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/clone-task-plan-template.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/clone-task-plan-template.html"><body id="clone-task-plan-template"><m... | {
"attachments": {
"all_attachments": null,
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"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Clone a task plan template
Clone an existing task plan template to create a new template that includes the items, conditions, and hierarchy of the original template.
## Before you begin
Role required: sn\_task\_plan.creator role
## About this task
When you clone a task plan template, the system creates a new tas... | ---
title: Clone a task plan template
description: Clone an existing task plan template to create a new template that includes
the items, conditions, and hierarchy of the original template.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- ... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/config-csm-config-ws-form-header.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/config-csm-config-ws-form-header.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/config-csm-config-ws-form-header.html | zurich | Set up a form header in CSM Configurable Workspace | You can create a form header for use in CSM Configurable Workspace. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"Set up CSM Configurable Workspace"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/config-csm-config-ws-form-header.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/config-csm-config-ws-form-header.html"><body id="config-csm-c... | {
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},
{
"title"... | # Set up a form header in CSM Configurable Workspace
You can create a form header for use in CSM Configurable Workspace.
## Before you begin
Role required: workspace\_admin, ui\_builder\_admin, admin
## About this task
After creating a form header, you must link it to a form header configuration if you
want it to ... | ---
title: Set up a form header in CSM Configurable Workspace
description: You can create a form header for use in CSM Configurable Workspace.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- CSM Configurable Workspace
- Set up CSM Configura... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/config-csm-config-ws-highlight-value.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/config-csm-config-ws-highlight-value.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/config-csm-config-ws-highlight-value.html | zurich | Set up a highlighted value in a form header in CSM Configurable Workspace | You can configure fields that appear as highlighted values in a form header in CSM Configurable Workspace. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"CSM Configurable Workspace",
"Set up CSM Configurable Workspace"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/config-csm-config-ws-highlight-value.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/config-csm-config-ws-highlight-value.html"><body id="conf... | {
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"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Set up a highlighted value in a form header in CSM Configurable Workspace
You can configure fields that appear as highlighted values in a form header in CSM Configurable Workspace.
## Before you begin
Role required: workspace\_admin, ui\_builder\_admin, admin
## About this task
After creating a highlighted value... | ---
title: Set up a highlighted value in a form header in CSM Configurable Workspace
description: You can configure fields that appear as highlighted values in a form
header in CSM Configurable Workspace.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agen... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/config-portal-banner-widget-inst-opt.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/config-portal-banner-widget-inst-opt.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/config-portal-banner-widget-inst-opt.html | zurich | Add and configure the Portal Banner widget | Add a Portal Banner widget to your portal and modify its appearance and behavior. You can use the Portal Banner widget to display announcements, new product or feature highlights, and important information on the portal page. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up self-service",
"Set up Configurable Portal widgets",
"Portal Banner widget"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/config-portal-banner-widget-inst-opt.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/config-portal-banner-widget-inst-opt.html"><body id="conf... | {
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"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Add and configure the Portal Banner widget
Add a Portal Banner widget to your portal and modify its appearance and behavior. You can use the Portal Banner widget to display announcements, new product or feature highlights, and important information on the portal
page.
## Before you begin
The UI Components for Cust... | ---
title: Add and configure the Portal Banner widget
description: Add a Portal Banner widget to your portal and modify its appearance and
behavior. You can use the Portal Banner widget to display announcements, new product
or feature highlights, and important information on the portal page.
keywords: []
breadcrumb... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/configure-customer-criteria-for-a-service-definition.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/configure-customer-criteria-for-a-service-definition.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/configure-customer-criteria-for-a-service-definition.html | zurich | Configure customer criteria for a service definition | After creating a service definition, configure customer-specific criteria to determine which customers are eligible for that service. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Service definitions",
"Configuring service definitions"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/configure-customer-criteria-for-a-service-definition.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/configure-customer-criteria-for-a-service... | {
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"title"... | # Configure customer criteria for a service definition
After creating a service definition, configure customer-specific criteria to determine which customers are eligible for that service.
## Before you begin
Role required: sn\_csm\_case\_types.service\_definition\_manager, sn\_csm\_case\_types.service\_definition\_... | ---
title: Configure customer criteria for a service definition
description: After creating a service definition, configure customer-specific criteria
to determine which customers are eligible for that service.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organiz... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/configure-escalation-management.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/configure-escalation-management.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/configure-escalation-management.html | zurich | Configure escalation management | Escalating a case or account raises awareness about important customer issues, facilitates communication, and enables users to track progress towards a resolution. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Configure case management"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/configure-escalation-management.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/configure-escalation-management.html"><body id="configure-esca... | {
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"title"... | # Configure escalation management
Escalating a case or account raises awareness about important customer issues,
facilitates communication, and enables users to track progress towards a
resolution.
## Before you begin
Role required: admin
## About this task
An escalation provides increased attention to a customer ... | ---
title: Configure escalation management
description: Escalating a case or account raises awareness about important customer
issues, facilitates communication, and enables users to track progress towards a
resolution.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Managemen... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/configure-settings-ca-tab.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/configure-settings-ca-tab.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/configure-settings-ca-tab.html | zurich | Configure component attributes for the Customer History view | Set the Customer History view component attributes, as required. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Agent tools",
"Configure Customer Central",
"Configure the Customer History view"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/configure-settings-ca-tab.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/configure-settings-ca-tab.html"><body id="configure-settings-ca-tab"... | {
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"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
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{
"title"... | # Configure component attributes for the Customer History view
Set the Customer History view component attributes, as required.
## Before you begin
Role required: admin
## Procedure
1. Navigate to All > Customer Central > Administration > Related Items.
2. Select Customer History.
3. Select Advanced View.
4. Selec... | ---
title: Configure component attributes for the Customer History view
description: Set the Customer History view component attributes, as required.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- Agent tools
- Configure Customer Central
-... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/configure-user-criteria-for-a-service-definition.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/configure-user-criteria-for-a-service-definition.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/configure-user-criteria-for-a-service-definition.html | zurich | Configure user criteria for a service definition | After creating a service definition, configure user-specific criteria to control which users can access and use that service definition to create a case. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Service definitions",
"Configuring service definitions"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/configure-user-criteria-for-a-service-definition.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/configure-user-criteria-for-a-service-definit... | {
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{
"title"... | # Configure user criteria for a service definition
After creating a service definition, configure user-specific criteria to control which users can access and use that service definition to create a case.
## Before you begin
Role required: admin, sn\_csm\_case\_types.service\_definition\_admin, or sn\_csm\_case\_typ... | ---
title: Configure user criteria for a service definition
description: After creating a service definition, configure user-specific criteria
to control which users can access and use that service definition to create a case.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Mana... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-a-consumer-registration.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-a-consumer-registration.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-a-consumer-registration.html | zurich | Register for the Consumer Service Portal | Register for the Consumer Service Portal to gain access and create a consumer profile. | [
"Customer Service Management",
"consumer service portal",
"register",
"Consumer Service Portal"
] | [
"Customer Service Management",
"Using Customer Service Management",
"Customer communication",
"Using the Consumer Service Portal"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-a-consumer-registration.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-a-consumer-registration.html"><body id="create-a-consume... | {
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},
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"title"... | # Register for the Consumer Service Portal
Register for the Consumer Service Portal to gain access and create a consumer
profile.
## Before you begin
Role required: none
Ask your admin to install the External User Registration plugin (ID: com.sn\_external\_user\_register) to view the register link on the Customer s... | ---
title: Register for the Consumer Service Portal
description: Register for the Consumer Service Portal to gain access and create a
consumer profile.
keywords:
- Customer Service Management
- consumer service portal
- register
- Consumer Service Portal
breadcrumbs:
- Customer Service Management
- Using Customer Ser... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-escalation-template.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-escalation-template.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-escalation-template.html | zurich | Create a case or account escalation template | Create a template for each type of case or account escalation. | [
"case escalation",
"account escalation"
] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Configure case management",
"Configure escalation management"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-escalation-template.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-escalation-template.html"><body id="create-escalation-templa... | {
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"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Create a case or account escalation template
Create a template for each type of case or account escalation.
## Before you begin
Role required: admin
## About this task
An escalation template determines how an escalation request is processed and includes
the type of escalation (case or account); an approval list ... | ---
title: Create a case or account escalation template
description: Create a template for each type of case or account escalation.
keywords:
- case escalation
- account escalation
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- Case management
- Config... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-new-entity-criteria.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-new-entity-criteria.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-new-entity-criteria.html | zurich | Create entity criteria | Create an entity criteria record to define customer-based conditions, either for selected accounts (B2B) or consumers (B2C). These criteria can be applied to filter which customers are eligible for specific services. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Service definitions",
"Configuring service definitions",
"Configure customer criteria for a service definition"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-new-entity-criteria.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-new-entity-criteria.html"><body id="create-new-entity-criter... | {
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"title": "Customer Service Management",
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},
{
"title"... | # Create entity criteria
Create an entity criteria record to define customer-based conditions, either for selected accounts (B2B) or consumers (B2C). These criteria can be applied to filter which customers are eligible for specific
services.
## Before you begin
Role required:sn\_csm\_case\_types.service\_definition\... | ---
title: Create entity criteria
description: Create an entity criteria record to define customer-based conditions,
either for selected accounts (B2B) or consumers (B2C). These criteria can be applied
to filter which customers are eligible for specific services.
keywords: []
breadcrumbs:
- Customer Service Managem... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-order-business-org.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-order-business-org.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-order-business-org.html | zurich | Create an order for business organizations | Begin the ordering process in Order Management for business organizations by selecting a customer account or consumer and entering the required information to create a product order. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Data models",
"Configure Service Model Foundation",
"Integration with Sales and Order Management",
" Order Management for business location"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-order-business-org.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-order-business-org.html"><body id="create-order-business-org"... | {
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},
{
"title"... | # Create an order for business organizations
Begin the ordering process in Order Management for business organizations by selecting a customer account or consumer and entering the required information to create a product order.
## Before you begin
Plugins required:
* sn\_bus\_org\_orm
Roles required:
* sn\_bus\_o... | ---
title: Create an order for business organizations
description: Begin the ordering process in Order Management for business organizations
by selecting a customer account or consumer and entering the required information
to create a product order.
keywords: []
breadcrumbs:
- Customer Service Management
- Configur... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-quote-management-for-organizations.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-quote-management-for-organizations.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-quote-management-for-organizations.html | zurich | Create a quote for business organizations | Create a quote and manage the price breakdown of the products by verifying product price details. Agents can analyze price details, discuss with customers and resellers, and decide on the proposed quote. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Set up your environment",
"Data models",
"Configure Service Model Foundation",
"Integration with Sales and Order Management",
"Quote management for business organization"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-quote-management-for-organizations.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-quote-management-for-organizations.html"><bod... | {
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},
{
"title"... | # Create a quote for business organizations
Create a quote and manage the price breakdown of the products by verifying product price details. Agents can analyze price details, discuss with customers and resellers, and decide on the proposed quote.
## Before you begin
Role required: admin
## About this task
The cha... | ---
title: Create a quote for business organizations
description: Create a quote and manage the price breakdown of the products by verifying
product price details. Agents can analyze price details, discuss with customers
and resellers, and decide on the proposed quote.
keywords: []
breadcrumbs:
- Customer Service M... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-task-plan-template-child-item.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-task-plan-template-child-item.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-task-plan-template-child-item.html | zurich | Create a child template item | Create one or more child template items, such as a task or record, for an existing template item to create a task hierarchy. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-task-plan-template-child-item.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-task-plan-template-child-item.html"><body id="crea... | {
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{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Create a child template item
Create one or more child template items, such as a task or record, for an existing template item to create a task hierarchy.
## Before you begin
Role required: sn\_task\_plan.creator role
## About this task
Template items can have child template items. By creating child template item... | ---
title: Create a child template item
description: Create one or more child template items, such as a task or record, for
an existing template item to create a task hierarchy.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspaces
- Case managem... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-task-plan-template-item-condition.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-task-plan-template-item-condition.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-task-plan-template-item-condition.html | zurich | Create a template item condition | Create conditions for a template item after the template item has been created. These conditions determine when a template item is created when the task plan template is applied. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-task-plan-template-item-condition.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-task-plan-template-item-condition.html"><body ... | {
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"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Create a template item condition
Create conditions for a template item after the template item has been created. These conditions determine when a template item is created when the task plan template is applied.
## Before you begin
Role required: sn\_task\_plan.creator role
## About this task
You can create cond... | ---
title: Create a template item condition
description: Create conditions for a template item after the template item has been
created. These conditions determine when a template item is created when the task
plan template is applied.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer S... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-task-plan-template-item.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-task-plan-template-item.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-task-plan-template-item.html | zurich | Create a template item | Create one or more template items, such as a task or record, for a task plan template. When the task plan template is applied, these records are automatically created. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-task-plan-template-item.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-task-plan-template-item.html"><body id="create-task-plan... | {
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"all_attachments": null,
"topic_attachments": []
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Create a template item
Create one or more template items, such as a task or record, for a task plan template. When the task plan template is applied, these records are automatically created.
## Before you begin
Role required: sn\_task\_plan.creator role
## About this task
Template items include tasks, child case... | ---
title: Create a template item
description: Create one or more template items, such as a task or record, for a task
plan template. When the task plan template is applied, these records are automatically
created.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- O... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-task-plan-template.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-task-plan-template.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-task-plan-template.html | zurich | Create a task plan template | Create a task plan template that includes template items, such as tasks, that are automatically created when the task plan template is applied. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Organize agent workspaces",
"Case management",
"Task plan templates"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-task-plan-template.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-task-plan-template.html"><body id="create-task-plan-template"... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Create a task plan template
Create a task plan template that includes template items, such as tasks, that are automatically created when the task plan template is applied.
## Before you begin
Role required: sn\_task\_plan.creator role
## About this task
Task plan templates include conditions that determine when ... | ---
title: Create a task plan template
description: Create a task plan template that includes template items, such as tasks,
that are automatically created when the task plan template is applied.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Management
- Organize agent workspa... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-video-configuration.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/create-video-configuration.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/create-video-configuration.html | zurich | Configure video sources for a community | Configure additional sources that can be used for uploading a video to the community. | [] | [
"Customer Service Management",
"Communities",
"Configuring communities"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-video-configuration.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/create-video-configuration.html"><body id="create-video-configurati... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
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"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Configure video sources for a community
Configure additional sources that can be used for uploading a video to the
community.
## Before you begin
Role required: sn\_communities.admin
## Procedure
1. Navigate to All > Community > Administration > Video Configuration.
2. Click New.
3. On the form, fill in the fiel... | ---
title: Configure video sources for a community
description: Configure additional sources that can be used for uploading a video to
the community.
keywords: []
breadcrumbs:
- Customer Service Management
- Communities
- Configuring communities
---
# Configure video sources for a community
Configure additional sou... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/csm-task-intel-create-model-open-incidents.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/csm-task-intel-create-model-open-incidents.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/csm-task-intel-create-model-open-incidents.html | zurich | Create a model to predict similar open incidents | Use the Task Intelligence for CSM to create and train a machine learning model that identifies similar open incidents. The model analyzes similar open incidents data to suggest relevant incident records when working on a current open incident, helping agents | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Implement Intelligence",
"Machine learning solutions for Customer Service Management",
"Task Intelligence for Customer Service",
"Configure Task Intelligence for Customer Service"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/csm-task-intel-create-model-open-incidents.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/csm-task-intel-create-model-open-incidents.html"><b... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Create a model to predict similar open incidents
Use the Task Intelligence for CSM to create and train a machine learning model that identifies similar open incidents. The model analyzes similar open incidents data to suggest relevant incident records when working on a
current open incident, helping agents resolve i... | ---
title: Create a model to predict similar open incidents
description: Use the Task Intelligence for CSM to create and train a machine learning
model that identifies similar open incidents. The model analyzes similar open incidents
data to suggest relevant incident records when working on a current open incident,... |
https://www.servicenow.com/docs/en-US/bundle/zurich-customer-service-management/page/product/customer-service-management/task/customize-email-compact-header-email-interaction.html | https://servicenow-be-prod.servicenow.com/api/bundle/zurich-customer-service-management/page/product/customer-service-management/task/customize-email-compact-header-email-interaction.html | 2025-08-02 | daily | 0.5 | 267.xml | en-US | zurich-customer-service-management | product/customer-service-management/task/customize-email-compact-header-email-interaction.html | zurich | Customize an email compact header for an email interaction | Customize an email compact header within the UI Builder to view information such as the email subject, sender, and receiver in a compact format. | [] | [
"Customer Service Management",
"Configuring Customer Service Management",
"Enable communication channels",
"Configure communication channels",
"Configuring the email channel",
"Email Interaction"
] | <article class="hascomments" data-page="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/customize-email-compact-header-email-interaction.html" id="bundle:zurich-customer-service-management/enus/product/customer-service-management/task/customize-email-compact-header-email-interact... | {
"attachments": {
"all_attachments": null,
"topic_attachments": []
},
"available_languages": [
"enus"
],
"breadcrumbs": [
{
"title": "Customer Service Management",
"topic_id": "product/customer-service-management/concept/c_CustomerServiceManagement.html"
},
{
"title"... | # Customize an email compact header for an email interaction
Customize an email compact header within the UI Builder to view information such as the email subject, sender, and receiver in a compact format.
## Before you begin
A duplicate variant must be configured by an administrator. If the duplicate variant isn’t ... | ---
title: Customize an email compact header for an email interaction
description: Customize an email compact header within the UI Builder to view information
such as the email subject, sender, and receiver in a compact format.
keywords: []
breadcrumbs:
- Customer Service Management
- Configuring Customer Service Man... |
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