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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer Service Management reference

# Customer Service Management reference {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Reference topics provide additional information about the Customer Service Management application.
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| Reference information | Links to topics |
|-|-|
| Customer Service lists and forms | * [Customer Service Cases list](https://servicenow-prod.fluidtopics.net/3TqP7Z8Crw9peqyIPOzvLw "The Cases list displays a list of customer service cases for the current user.") * [Customer Service forms](https://servicenow-prod.fluidtopics.net/T1yflpWgaiPGP7YnYJXlxQ "Use forms to view and update Customer Service Management information.") * [Chat Setup configuration form](https://servicenow-prod.fluidtopics.net/QHNp3XxeGIhgJpfoq9lZFQ "Description of the Chat setup configuration form fields.") {#csm-reference__ul_q5h_qvp_myb} |
| Components installed with Customer Service Management applications | * [Components installed with CSM workspaces](https://servicenow-prod.fluidtopics.net/1glxA1MG4HnfZOq247ZHOw "Several types of components are installed with CSM workspaces.") * [Components installed with additional plugins for Customer Service Management](https://servicenow-prod.fluidtopics.net/6yHTLYn8DEStAIpHeS~psg "Several types of components are installed with the additional plugins for the Customer Service Management application.") * [Components installed with CSM workspaces](https://servicenow-prod.fluidtopics.net/1glxA1MG4HnfZOq247ZHOw "Several types of components are installed with CSM workspaces.") {#csm-reference__ul_cgm_zvp_myb} |
| Engagement Messenger topics | * [Components installed with Engagement Messenger](https://servicenow-prod.fluidtopics.net/gpBHKyC_6LMjvOYPNAF5jg "Several types of components are installed with activation of the Engagement Messenger application, including plugins, tables, and user roles.") * [Engagement Messenger reference](https://servicenow-prod.fluidtopics.net/5Pc8hAWJN2oJj3D7JZGTWw "Reference topics provide additional information about Engagement Messenger.") * [Feature context parameters supported in Engagement Messenger](https://servicenow-prod.fluidtopics.net/ttfm8oH8epFHqtvGEQ4D3g "Features for contextual launch capability enable you to set the default launch screen in Engagement Messenger.") * [Engagement Messenger translation tables](https://servicenow-prod.fluidtopics.net/WQP7AO29PC2oztlYJxV9Nw "Engagement Messenger uses the [sys_translated_text] and [sys_ui_message] tables to store translated text.") {#csm-reference__ul_tg3_hwp_myb} |
| Portal topics | * [Portal Banner widget JSON parameters](https://servicenow-prod.fluidtopics.net/Nju0iZx8Z2_MhH~_UOUdCQ "JSON parameters define aspects of the Portal Quick Links widget on the Portal Banner widget.") * [Portal Data List widget JSON parameters](https://servicenow-prod.fluidtopics.net/Cv6tPlienIoT2G2CRgrflA "JSON parameters define aspects of the Portal Data list widget on the portal page.") * [Default highlight color for different case states](https://servicenow-prod.fluidtopics.net/2sRIrp7ly0rsHDOm5b9cnw "Default values for the background and text color for all case states on the Portal Case Cards widget.") {#csm-reference__ul_bnd_swp_myb} |
| [CSM Query Rules](https://servicenow-prod.fluidtopics.net/QXPqDJQUvdAL5OAbpAuc4w "Query rules are used to filter the records in CSM-related tables that are accessible by users with CSM roles. These filters, which are applied in query business rules and READ ACLs on CSM-related tables, are stored in a metadata table.") | The system uses query rules to filter the records in CSM-related tables that are accessible by users with CSM roles. |
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{#csm-reference__table_ipd_3vp_myb}