--- sourceDocument: Australia Public Sector sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Public Sector ft:clusterId : - gvin bundleId : - gvin workflow : - Customer and Industry --- # Configure # Configuring Public Sector Digital Services {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 min. de leitura Set up Public Sector Digital Services to enable government agents and service managers to provide government services to constituents, businesses, and other agencies. |-|-|-| | [Set up your environmentPlan and set up your PSDS environment, import your foundation data, configure access and case management](https://servicenow-prod.fluidtopics.net/BrPjKmWF3J0REhN7oxCNUg "Begin your journey by preparing your Public Sector Digital Services environment with data models, product data, user management, and case management tools to go live.") | [Configure agent workspacesConfigure your agent workspaces, including the CSM Configurable Workspace, Playbooks, Service Bridge, case routing, and advanced case management features.](https://servicenow-prod.fluidtopics.net/AtDpA4isyt3TEWYerp5d1Q "Configure agent workspaces and boost efficiency by optimizing interfaces, configuring playbooks, setting up case management and routing, and integrating tools for smooth case handling.") | [Enable communication channelsSet up communication channels, including voice, email, web, and messaging.](https://servicenow-prod.fluidtopics.net/X5PMCkeKkQQ0~HwCgxtYSg "Configure communication channels such as chat, email, phone, virtual agent, and engagement messenger.") | | [Implement intelligenceSet up Intelligence features to automate routine tasks and provide recommended content to agents, such as Now Assist.](https://servicenow-prod.fluidtopics.net/267O9wUyQnnmFa6gcu947Q "Integrate intelligence features to automate routine tasks and provide relevant content.") | [Set up self-serviceCreate self-service portals for constituents that are integrated with knowledge, communities, service catalogs, and chatbots.](https://servicenow-prod.fluidtopics.net/1rYutNmvcmCJAck5goGifg "Creating a self-service portal such as the Government Service Portal helps constituents submit requests independently. You can integrate features like knowledge bases, chatbots, and appointment booking for easy access to information.") | [Extend capabilitiesSet up additional PSDS features to extend the capabilities of your environment.](https://servicenow-prod.fluidtopics.net/mp0dOIKmZ~Z3~vhUE1wmpw "Extend the capabilities of Public Sector Digital Services.") | [ ] {#configuring-public-sector-digital-services__table_pkt_tl4_zbc} ## Installing and Setting up Public Sector Digital Services {#configuring-public-sector-digital-services__section_rrc_1my_xtb} Configuring Public Sector Digital Services involves several main tasks: * Installing and setting up the Public Sector Digital Services Core application and the Performance Analytics content pack. * Setting up one or more playbooks in the CSM Configurable Workspace for use with Public Sector Digital Services. * Configuring additional features for public sector use, such as Virtual Agent, Engagement Messenger, and custom service definitions. {#configuring-public-sector-digital-services__ul_yhd_hm1_1zb} As a user with the admin role, complete the following main configuration tasks to set up Public Sector Digital Services. {#configuring-public-sector-digital-services__table_tzw_bp5_gwb__entry__2} | Configuration task | Description | |-|-| | [Install and configure the Public Sector Digital Services Core application](https://servicenow-prod.fluidtopics.net/W0RxekcRcA5_IBSh_lTXSQ "Install the Public Sector Digital Services Core application and configure various features used in the application.") | Install and configure the Public Sector Digital Services Core application (sn_gsm) plugin from the ServiceNow Store. It provides the public sector features used by constituents, businesses, agency agents, government agents, and government service managers. | | [Install the Performance Analytics Content Pack for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/hvfkRo0k9cLhabvwDQeEpw "Install the content pack for the Public Sector Digital Services Platform Analytics Solution from the ServiceNow Store.") | Install the Performance Analytics Content Pack for Public Sector Digital Services (com.sn_public_sector_digital_services_pa) plugin from the ServiceNow Store. This application provides dashboards that government agents and service managers can use to track government cases and monitor government services offered to and received by constituents. | | [Configure Now Assist for Public Sector Digital Services (PSDS)](https://servicenow-prod.fluidtopics.net/7SoEMj9MH6IC3CB3u1~xlQ "If you have the admin role, you can configure the Now Assist for Public Sector Digital Services (PSDS) application so that your agents and managers can use the generative-AI skills in CSM Configurable Workspace and in Core UI.") | Install and configure the Now Assist for Public Sector Digital Services (PSDS) application so that your agents can use the generative AI skills in CSM Configurable Workspace and in Core UI. | | [Install and configure the Service Request Playbook application](https://servicenow-prod.fluidtopics.net/UsVgQo5N2Cu4KCjjKgtzlQ "Install the Service Request Playbook application, which enables public sector users to submit and track non-emergency service requests, and provides government agents with a process for handling these requests. You can then configure the features available for submitting requests and routing requests to agents.") | Install and configure the Service Request Playbook application (sn_gsm_srvc_req) plugin from the ServiceNow Store. It provides an end-to-end workflow for handling non-emergency service requests submitted by public sector end users. | | [Install and configure the Information Request Playbook application](https://servicenow-prod.fluidtopics.net/dJX12zC3cglWllpcVu0QOQ "Install the Information Request Playbook application, which enables public sector end users to submit and track public record requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.") | Install and configure the Information Request Playbook application (sn_gsm_info_req) plugin from the ServiceNow Store. It provides an end-to-end workflow for handling public record information requests submitted by public sector end users. | | [Install and configure the License and Permit Playbook application](https://servicenow-prod.fluidtopics.net/OBqOV~VsggqHfM9mfkPoCQ "Install the License and Permit Playbook application, which enables public sector end users to submit and track license and permit requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.") | Install and configure the License and Permit Playbook application (sn_gsm_license_permit) plugin from the ServiceNow Store. It provides government agents with a pre-defined process for handling and resolving license and permit requests submitted by public sector end users. | | [Install and configure the Social Benefits Playbook application](https://servicenow-prod.fluidtopics.net/GpxH942jSzewufw1uqZc4A "Install the Social Benefits Playbook application, which enables public sector end users to submit and track social benefit requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.") | Install and configure the Social Benefits Playbook application plugin from the ServiceNow Store. It provides government agents with a pre-defined workflow for reviewing applications for the social benefit programs offered by your agency. | | [Install Grants Management for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/rT8wLa4q5ENRlXUU8ozCWA "You can install the Grants Management application (com.sn.gsm_grants) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plug-ins if they aren’t already installed.") | Install and configure the Social Benefits Playbook application plugin from the ServiceNow Store. It provides government agents with a pre-defined workflow for creating grants programs and intaking grant applications for and by grant programs offered your agency. | [Tabela 1. Public Sector Digital Services configuration tasks] {#configuring-public-sector-digital-services__table_tzw_bp5_gwb} ## Other configuration tasks {#configuring-public-sector-digital-services__section_dvl_ywf_ytb} In addition to installing the public sector application and playbooks, you can configure other features for public sector use: ServiceNow® Virtual Agent : Virtual Agent, which is included with a public sector subscription, provides end-user assistance through automated conversations in chat channels. The Public Sector Digital Services Core application offers several prebuilt public sector components (topic blocks) that conversation designers can use to create Virtual Agent conversations. The Service Request Playbook application provides a prebuilt Virtual Agent conversation topic, Create a service request, to help constituents submit non-emergency service requests. For details on configuring Virtual Agent for public sector use, see [Configure Virtual Agent for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/pP5ZS4inaAXRJazG9yKHwQ "Set up ServiceNow Virtual Agent so that conversation designers (topic authors) can create and modify automated conversations for public sector use cases. Virtual Agent for Public Sector Digital Services also helps your constituents complete common self-service tasks on the Government Service Portal with predefined Government Service Virtual Agent topics (chatbot conversations)."). Service definitions : A service definition enables you to map a public service, information service, or license and permit request service to the list of services your agency offers for resolving that request. As an admin, you can create service definitions that connect the services your agency offers to the services being requested by a constituent or business. When you create a service definition, you can configure the case management processes, such as the case types, for executing those services. For more information, see [Service definitions for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/vCr14hd1B8Imud~vTvGd3w "Service definitions are records used to store the details about a service provided to end users. By using a service definition, you can connect a public service with a case type to extend the types of services that can be requested, and the types of cases that can be created to support those services."). Relabel menu items in CSM Configurable Workspace after upgrade : After you upgrade your instance to a new release, certain menus and menu items in the CSM Configurable Workspace might not be labeled appropriately for public sector use. You can relabel the following items for public sector use by changing them in the UX list categories for Customer and Service Organizations. : For details, see [Relabel CSM Configurable Workspace items after upgrade](https://servicenow-prod.fluidtopics.net/bXjHZmJrUhvY~HF3Y8sFOg "After you upgrade your instance for the first time, you can relabel certain items in the CSM Configurable Workspace for public sector use.").