Activate Customer Success Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • The Customer Success Management (com.sn_acct_lc) plugin is available as a separate subscription. This plugin activates related plugins, if they aren’t already active.

    Before you begin

    Role required: sn_customerservice.customer_admin

    About this task

    The Customer Success Management plugin activates these related plugins, if they aren’t already active.

    Table 1. Plugins for Account Lifecycle Events
    Plugin Description
    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.
    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 system administrator to create and manage case types.
    Record lookup [com.snc.sn_record_lookup] Record lookup component used to easily search and link a record from a table.
    Data Context Engine [com.sn_data_ctx_engine] Allows 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 one-time or recurring meetings with customers within the Touchpoint record.
    Document management [com.snc.platform_document_management] Allows customer success managers to store complex documents that can be saved as attachments or in the Knowledge Base.
    Roadmap [sn_roadmap] Allows customer success manager to see and plan the roadmap of success initiatives tied to success objectives and outcomes.

    Procedure

    1. Navigate to All > System Applications > All Available Applications > All.
    2. Find the plugin using the filter criteria and search bar.
      You can search for the plugin by its name or ID. If you can’t find a plugin, you might have to request it from ServiceNow personnel.
    3. Select Install, and then in the Activate Plugin dialog box, select Activate.
      Note:
      When domain separation and delegated admin are enabled in an instance, you must be in the global domain. Otherwise, the following error message appears: 
      Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>
      .