---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Integrating with Adobe Experience Manager

# Integrating with Adobe Experience Manager {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Extend Customer Service Management and Knowledge Management capabilities through
ServiceNow components in Adobe Experience Manager (AEM) to deliver a
pre-integrated web experience for external customers.  
When working with a website built on AEM, you can embed Customer Service Management and Knowledge Management capabilities related to customer service cases and knowledge articles respectively within the website. The integration with AEM provides the following advantages:

* Use ServiceNow knowledge and case components on your branded websites built on AEM.
* Ensure a unified and consistent experience for end users to access information when and where they need it.
{#aem-integration__ul_fdb_mz1_tkb}

## Supported AEM versions {#aem-integration__section_krk_wz1_tkb}

Beginning with AEM 6.5, you can add knowledge and case components to pages of your websites
built on AEM and use pages available within the ServiceNow site in AEM as
a reference to design your website content. For more information, see [ServiceNow pages in Adobe Experience Manager](https://servicenow-prod.fluidtopics.net/yQQI1~plG3ZU7lW5Ow3QYQ "Use pages provided on the ServiceNow site in the Adobe Experience Manager (AEM) as a reference to organize your AEM-based websites and provide a consistent user experience."), [Display ServiceNow knowledge articles on an Adobe Experience Manager page](https://servicenow-prod.fluidtopics.net/PsQNlixFa_TAp0IufvB6kQ "Use knowledge components available within Adobe Experience Manager (AEM) to access knowledge bases from the ServiceNow instance and display associated knowledge articles on an AEM-based website."),
and [Display ServiceNow cases on an Adobe Experience Manager page](https://servicenow-prod.fluidtopics.net/7R7Kqv1P9oQt00l6QYesZA "Use case components available within Adobe Experience Manager (AEM) to access customer service cases from the ServiceNow instance and display them on an AEM-based website.").

## ServiceNow Components for AEM package {#aem-integration__section_usm_hvc_tkb}

Install the ServiceNow Components for AEM package on
your AEM instance. You can download the package by using the [direct download URL](https://experience.adobe.com/#/downloads/content/software-distribution/en/aem.html?package=/content/software-distribution/en/details.html/content/dam/aem/public/adobe/packages/cq650/featurepack/now-csm-components-release-now-csm-components-2.0.0.zip) or accessing the package at <https://experience.adobe.com/downloads>. For more information, see [Experience Cloud Software Distribution](https://docs.adobe.com/content/help/en/experience-cloud/software-distribution/home.html) in the Adobe Help
Center.{#aem-integration__aem-download}

After you install the package, configure authentication and integration settings for ServiceNow services and components in AEM. For more information, see [Configuring authentication settings for ServiceNow services and components in AEM](https://servicenow-prod.fluidtopics.net/2Re6mwDKvHfWOXGksA3b6g#aem-setup-servicenow-authentication "Enable logging in to both the Adobe Experience Manager (AEM) instance of your website and the ServiceNow instance using a third-party OpenID Connect (OIDC) provider that supports both OIDC and single sign-on (SSO) protocols.") and [Configuring integration settings for ServiceNow services and components in AEM](https://servicenow-prod.fluidtopics.net/saIaVH90gD_NeFPI6ZfHEA#aem-integration-setup "You have to set up your ServiceNow services and components to integrate with your Adobe Experience Manager (AEM) instance.").