{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":7079,"path":"customer-service-management/plugins-activated-with-csm.md","title":"Plugins activated with Customer Service Management","bundle":null,"doc_type":null,"release":"australia","body":"\n# Plugins activated with Customer Service Management\n\nThe Customer Service plugin activates several related plugins, if they aren’t already active.\n\n\n
\n\nPlugin\n\n\n\nDescription\n\n
\n\nAssessment\\[com.snc\\_assessment\\_core\\]\n\n\n\nEnables you to create surveys, send surveys, collect responses, and analyze and share survey results.\n\n
\n\nAsset Management\\[com.snc.asset\\_management\\]\n\n\n\nManage your assets, consumables, and software licenses.\n\n
\n\nAssignment Workbench\\[com.snc.assignment\\_workbench\\]\n\n\n\nCustomer service managers can use the workbench to evaluate agents based on configurable criteria, such as skills and availability, and then assign tasks to the desired agents.\n\n
\n\nCSM Workspace\\[com.snc.agent\\_workspace.csm\\]\n\n\n\nSupports various functions required by customer service agents in the workspace user interface.\n\n
\n\nCustomer Service Base Entities\\[com.snc.cs\\_base\\]\n\n\n\nProvides granular access control through relationships, user profile attributes, and roles.\n\n
\n\nCustomer Service Portal Classic\\[com.glide.service-portal.customer-portal\\]\n\n\n\nThis plugin enables the Customer Service Portal, a version of the web portal based on the Service Portal application.\n\n
\n\nCustomer Service Social Integration\\[com.sn\\_cs\\_social\\]\n\n\n\nAdds the appropriate data schema changes for social integration scenarios.\n\n
\n\nCustomer Service Spoke\\[com.snc.customer\\_service.spoke\\]\n\n\n\nProvides actions for flow designers to use when creating Customer Service Management business processes.\n\n
\n\nGlide Conversation Server\\[com.glide.cs\\]\n\n\n\nEnables the Virtual Agent web clients, Connect Support, conversation branding settings, and Live Agent conversation settings.\n\n
\n\nMany to many task relations\\[com.snc.task\\_relations\\]\n\n\n\nEnables the definition of relationships between different tasks.\n\n
\n\nOpenFrame\\[com.sn\\_openframe\\]\n\n\n\nAn interface used to integrate external communication systems with the ServiceNow AI Platform. This plugin provides a UI frame that is accessible and available anywhere within ServiceNow application screens.The Customer Service Management application uses a combination of Computer Telephony Integration \\(CTI\\) and OpenFrame to provide phone support for customers.\n\n
\n\nProcess Flow Formatter\\[com.snc.process\\_flow\\_formatter\\]\n\n\n\nDisplays a diagram of the process flow for a form.\n\n
\n\nResolution Shaper\\[com.sn\\_resolutionshaper\\]\n\n\n\nProvides a visual display of activities and state changes of any task-based entity, such as a customer service case, at the top of the form view.\n\n
\n\nResource Matching Engine\\[com.snc.matching\\_rule\\]\n\n\n\nA general rule-based matching engine to match an input record to an output record using a condition builder and/or a script for advanced users.\n\n
\n\nSkills Management\\[com.snc.skills\\_management\\]\n\n\n\nEnables you to organize skills data of service agents and employees in a centralized location. You can use this data to assign tasks based on skills and analyze skill gaps to identify coaching and training needs. You can also use it to optimize your workforce, create career growth plans, and perform skill-based hiring.\n\n
\n\nSpecial Handling Notes\\[com.sn\\_shn\\]\n\n\n\nActivates the Special Handling Notes application, which enables you to view brief messages about records quickly. These notes can appear in an embedded or related list on a record form, or in a pop-up window.\n\n
\n\nState Flows\\[com.snc.state\\_flows\\]\n\n\n\nCustomize transitions from one state to another in tables derived from the Task \\[task\\] table and configure the system to perform work during transitions to specific states.\n\n
\n\nSubscriptions and Activity Feed Framework\\[com.snc.activity\\_subscriptions\\]\n\n\n\nProvides a generic set of artifacts to handle subscriptions for any defined subscribable object. Any entity can be defined as a subscribable object and a set of subscribers can subscribe to the objects. When an event occurs related to the subscribable object, activities can be tracked and subscribers can be notified.\n\n
\n\nTask Activities\\[com.snc.task\\_activity\\]\n\n\n\nEnables support for activities on task tables.\n\n
\n\nVirtual Agent Service Portal Widgets\\[com.glide.va.sp\\_widgets\\]\n\n\n\nActivates the Service Portal for use as a Virtual Agent web client.\n\n
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