Activate Customer Success Management

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • The Customer Success Management (com.sn_acct_lc) plugin is available as a separate subscription. This plugin activates related plugins, if they aren’t already active.

    Antes de Iniciar

    Role required: sn_customerservice.customer_admin

    Por Que e Quando Desempenhar Esta Tarefa

    The Customer Success Management plugin activates these related plugins, if they aren’t already active.

    Tabela 1. Plugins for Customer Success Management
    Plugin Description
    Customer Service Install Base Management [com.snc.install_base] Enables customers to capture the current state of their install base and establish the relationship to any downstream entities that might impact their functioning.
    Playbook Experience [com.playbook_experience] Enables you to customize the default Playbook user experience to create your desired business process workflow.
    Record Related Items Connected [com.snc.sn_record_related_items_connected] Enables record related items.
    Playbooks for Customer Service Management [com.sn_csm_playbook] Guides customer service agents through the various tasks to resolve customer issues, and visualizes the entire lifecycle ​across diverse and siloed processes​.
    Technology core [com.sn_ti_core] Technology industry vertical Customer Service Management extensions.
    Guided Decisions Experience [com.snc.guided_decisions_playbook_experience] Enables activity types, definitions, and UI components for the display of guided decisions in a playbook on Workspace.
    Customer Service Case Types [com.snc.csm_case_types] Activating this plugin enables the administrator to create and manage case types.
    Record lookup [com.snc.sn_record_lookup] Record lookup component used to search and link a record from a table.
    Data Context Engine [com.sn_data_ctx_engine] Enables for the creation and measuring of metrics and resolving them to specific context (such as success engagements) within the platform.
    Touchpoint meetings [com.sn_meeting_mgmt] Enables creation and management of single or recurring meetings with customers within the Touchpoint record.
    Document management [com.snc.platform_document_management] Enables customer success managers to store complex documents that can be saved as attachments or in the Knowledge Base.
    Roadmap [sn_roadmap] Enables customer success manager to see and plan the roadmap of success initiatives tied to success objectives and outcomes.
    Product capability core [com.sn_prod_cap_core] Enables organizations to define, manage, and assess capabilities across product models within the ServiceNow platform.
    Customer central [app-customer-central] Enables customer service agents to view complete information on the customer contacting support.
    Seismic component for customer activity [devsnc-sn-customer-activity]

    Shows all activities related to a contact, account, or consumer to an agent. This information can be used by an agent to assist the customer.

    This component accepts facets and activity feed items in JSON format along with a few other properties and renders given activities and facets.
    Customer Success Advanced (app-cust-succ-adv) New pro plus plugin for customer success. Used for product adoption roadmap.

    Procedimento

    1. Navigate to All > Application Manager.
    2. Find the plugin using the filter criteria and search bar.
      You can search for the plugin by its name or ID. If you can’t find a plugin, you might have to request it from ServiceNow personnel.
    3. Select Install, and then in the Activate Plugin dialog box, select Activate.
      Nota:
      When domain separation and delegated admin are enabled in an instance, you must be in the global domain. Otherwise, the following error message appears: 
      Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>
      .