Plugins installed with Public Sector Digital Services Core

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Plugins Installed with Public Sector Digital Services Core

    The Public Sector Digital Services Core includes essential plugins that enhance functionality and support various public sector operations. These plugins are activated upon enabling the Public Sector Digital Services Core plugin, provided they are not already active. Customers can access the Application Files table for details on installed components.

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    Key Features

    • UI Components for Customer Portals: Offers a library of configurable components to improve reusability and performance in customer service portals.
    • Business Location: Supports businesses interacting with customers through physical locations, enabling better service management.
    • Agency Support Model: Connects constituents, businesses, and agencies on a unified platform, providing a comprehensive view of agency activities.
    • Customer Service Case Types: Allows the definition of new case types for managing complex processes related to constituent requests.
    • Customer Service Portal: Facilitates self-service capabilities for B2B organizations, enabling customers to seek information and assistance.
    • Customer Service Install Base Management: Captures and manages the current state of a customer's install base and its relationships.
    • Service Applicant Information: Captures additional information during case creation, including financial and contact details.
    • Service Applicant Program Management: Enables quick design and launch of applicant-facing programs, such as grants, in collaboration with Strategic Portfolio Management.
    • Service Request Criteria: Filters relevant service definitions for agents during case creation, ensuring they see only pertinent options based on established criteria.

    Key Outcomes

    By utilizing these plugins, ServiceNow customers can streamline their operations, enhance service delivery, and improve the overall experience for constituents and businesses. The ability to filter service definitions and manage complex case processes leads to more efficient service management and better resource allocation.

    These plugins are installed with Public Sector Digital Services Core, if they are not already active.

    Note:
    The Application Files table lists the components that are installed with this application. For instructions on how to access this table, see Find components installed with an application.

    Plugins installed with Public Sector Digital Services Core

    The following plugins are activated when you enable the Public Sector Digital Services Core (com.sn_public_sector_digital_services_core)/(sn_gsm) plugin. For more information on the plugins installed with other Public Sector Digital Services Core applications, including Playbooks, see Plugins installed with Public Sector Digital Services Applications.

    Plugin Description
    UI Components for Customer Portals (com.sn_ciwf_ui_cmpnt) Provides a library of configurable components that offer better reusability, performance, and upgrade scalability for customer service portals.
    Business Location (sn_bus_loc) Enables support for businesses that interact with customers through physical channels such as stores, branches, franchises, and dealerships. Business locations can also support other service organizations.
    Agency Support Model (com.sn_agency_support_model) Provides support for agency services to connect constituents, businesses, and agencies on a single public sector vertical platform. Supports a 360-degree view of agency activity in agent workspaces.
    Customer Service Case Types (com.snc.csm_case_types) Enables agency customers to manage complex case processes by defining new case types. A case type represents an individual business process and is a collection of diverse inputs and tasks that an agent performs to resolve constituent requests.
    Customer Service Portal (com.glide.service-portal.customer-portal) Supports business-to-business (B2B) organizations to support their customers. Provides out of the box self-service capabilities for customers to search information or request assistance from a service agent.
    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.
    Service Applicant Information (com.sn_svc_appl_info) Enables customers to capture additional information entered during the case creation/application process. Includes a data model and corresponding custom UIs to facilitate storing new applicant information, their associated financial information, and other constituent/business contact data.
    Service Applicant Program Management (com.sn_svc_appl_pgm_mg) The Service Applicant Program Management application, in partnership with Strategic Portfolio Management, empowers organizations to quickly design, configure, and launch applicant-facing programs, such as grants.
    Service Request Criteria (sn_req_criteria) Allows government service agents to view only relevant service definitions while creating a case. Service definitions can be filtered using user criteria and entity criteria which shows only relevant service definitions for agents and constituents. Admins can create new customer criteria for constituents, accounts. Constituents can see relevant service definitions in the customer portal based on customer criteria setup by admins.