---
sourceDocument: Australia Build workflows
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/build-workflows

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Build workflows

ft:clusterId :

    - crworkflow

bundleId :

    - crworkflow

workflow :

    - Creator


---

# Activate Playbooks for Customer Service Management (CSM)

# Activate Playbooks for Customer Service Management (CSM) {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Activate Workflow Studio Playbooks on your instance so that you can create
Playbooks triggered by CSM tables.

## Before you begin

Role required: admin

## About this task

In order to create Playbooks in Workflow Studio
that are triggered by CSM tables and custom tables that extend
from them, you need to [purchase a subscription to CSM](https://www.servicenow.com/lpgp/pricing-csm.html).{#activate-process-automation-designer-for-csm__p_Context1of3}

To purchase this subscription, contact your ServiceNow account manager.
Your account manager can arrange to have the plugin activated on your organization's
production and subproduction instances, generally within a few days.{#activate-process-automation-designer-for-csm__p_Context2of3}

If you don't have an account manager, decide to delay activation
after purchase, or want to evaluate the product on a subproduction instance without
charge, follow these steps to enable the Playbooks for Customer Service Management \[com.sn_csm_playbook\] plugin:{#activate-process-automation-designer-for-csm__p_Context3of3}

## Procedure

1. Navigate to AllSystem ApplicationsAll Available ApplicationsAll. {#activate-process-automation-designer-for-csm__navigate-plugins}
{#activate-process-automation-designer-for-csm__navigate-plugins}
2. Select Request plugin to open the Activate Plugin form on Now Support. {#activate-process-automation-designer-for-csm__request-plugin}
{#activate-process-automation-designer-for-csm__request-plugin}
3. On the Activate Plugin form, provide the following information.  
   {#activate-process-automation-designer-for-csm__table_awx_bhf_ygb__entry__2}{#activate-process-automation-designer-for-csm__p_ub1_nfg_h1c}{#activate-process-automation-designer-for-csm__p_vb1_nfg_h1c}{#activate-process-automation-designer-for-csm__p_zb1_nfg_h1c}

   | Field | Description |
   |-|-|
   | What is your target instance | Select the instance that you want to activate the plugin on. |
   | Which plugin would you like to activate | Select the name of the plugin to activate.{#activate-process-automation-designer-for-csm__p_wb1_nfg_h1c} Note: If the plugin isn't listed, or if you're activating on an OEM or on-premise instance, select the Plugin I'm looking for is not listed check box. Enter the plugin name in the field that appears. |
   | Select Maintenance Date and Time | Select the date and time to activate the plugin. |
   [Table 1. Activate Plugin form]

   {#activate-process-automation-designer-for-csm__table_awx_bhf_ygb}  
   For example, see the following form to activate the Event Management plugin on an instance named SNC Instance.{#activate-process-automation-designer-for-csm__p_bc1_nfg_h1c}
   {#activate-process-automation-designer-for-csm__request-form}
{#activate-process-automation-designer-for-csm__request-form}
4. Select Submit.  
   After the maintenance window, the system installs the plugin on your instance. To confirm the installation, go to the Installed tab in the Application Manager. {#activate-process-automation-designer-for-csm__submit-request}
{#activate-process-automation-designer-for-csm__submit-request}{#activate-process-automation-designer-for-csm__steps_rsp_1v4_1hb}

## Result

Enabling the Playbooks for Customer Service Management \[com.sn_csm_playbook\] plugin lets you create playbooks for these tables and their [extensions](https://www.servicenow.com/docs/access?context=table-extension-and-classes&version=australia&pubname=australia-platform-administration&ft:locale=en-US):

* Account \[customer_account\]
* Case \[sn_customerservice_case\]
* Change Request \[change_request\]. Requires Customer Service with Service Management (com.sn_cs_sm)
* Consumer \[csm_consumer\]
* Contact \[customer_contact\]
* Escalation \[sn_customerservice_escalation\]
* Household \[csm_household\]
* Incident \[incident\]. Requires Customer Service with Service Management (com.sn_cs_sm)
* Interaction \[interaction\]
* Order \[csm_order\]. Requires Customer Service Management for Orders (com.snc.csm.order)
* Order Line Item \[csm_order_line_item\]. Requires Customer Service Management for Orders (com.snc.csm.order)
* Problem \[problem\]. Requires Customer Service with Service Management (com.sn_cs_sm)
* Request \[sc_request\]. Requires Customer Service with Request Management (com.sn_cs_sm_request)
* Service Organization \[sn_customer_service_organization\]. Requires Service Organization (com.snc.service_organization)
* Task \[sn_customerservice_task\]

{#activate-process-automation-designer-for-csm__ul_bq5_s2b_knb}  
Note:  
If you create a custom table that extends a CSM table such as Case, you can create playbooks that trigger from it.

*[\>]: and then