CSM

Jace Benson

ServiceNow added Customer Service Management (CSM) later if I recall correctly, around 2015.

CSM contains following items.

Standard
  1. Communities Docs
  2. Customer Service Management Docs
  3. Engagement Messenger Docs
  4. Incident Management Docs
  5. Problem Management Docs
  6. Change Management Docs
  7. Request Management Docs
  8. Knowledge Management Docs
  9. Asset Management Docs
  10. Cost Management
  11. Walk-up Experience Docs
  12. Universal Request Docs
  13. Digital Portfolio Management Docs
Professional
  1. Communities Docs
  2. Customer Service Management Docs
  3. Engagement Messenger Docs
  4. Incident Management Docs
  5. Problem Management Docs
  6. Change Management Docs
  7. Request Management Docs
  8. Knowledge Management Docs
  9. Asset Management Docs
  10. Cost Management
  11. Walk-up Experience Docs
  12. Universal Request Docs
  13. Digital Portfolio Management Docs
  14. Proactive Customer Service Operations Docs
  15. Task Intelligence Docs
  16. Performance Analytics Docs
  17. Virtual Agent Docs
  18. Continual Improvement Management Docs
  19. Vendor Management Workspace Docs
  20. DevOps
Enterprise
  1. Communities Docs
  2. Customer Service Management Docs
  3. Engagement Messenger Docs
  4. Incident Management Docs
  5. Problem Management Docs
  6. Change Management Docs
  7. Request Management Docs
  8. Knowledge Management Docs
  9. Asset Management Docs
  10. Cost Management
  11. Walk-up Experience Docs
  12. Universal Request Docs
  13. Digital Portfolio Management Docs
  14. Proactive Customer Service Operations Docs
  15. Task Intelligence Docs
  16. Performance Analytics Docs
  17. Virtual Agent Docs
  18. Continual Improvement Management Docs
  19. Vendor Management Workspace Docs
  20. DevOps
  21. Workforce Optimization for CSM Docs Store
  22. Process Mining Docs
Entitlement SKUs
Customer Service Management Professional ‑ Transactions PROD15047
Customer Service Management Professional With App Engine 100 PROD15204 PROD17145
Customer Service Management Professional PROD09219
Customer Service Management Standard PROD15203 PROD17143
Virtual Agent CSM Conversation PROD09274