Plugins activated with Customer Success Management

  • Release version: Australia
  • Updated June 7, 2026
  • 1 minute to read

    • Activating Customer Success Management installs the following related plugins, if they aren't already active.

    Table 1. Plugins for Customer Success Management
    Plugin Description
    Customer Service Install Base Management [com.snc.install_base] Enables users 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] Provides the 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.