This article will provide answers to frequently asked questions about CSM and will be updated often.

## Getting Started

**What is Customer Service Management?**

The ServiceNow Customer Service Management application enables customer service organizations and service operations to collaborate on customer problems proactively to resolve issues.

**What are the capabilities in the latest release?**

Check out this article: [What's New in Washington D.C. for Customer Service Management](https://www.servicenow.com/community/csm-blog/what-s-new-in-washington-d-c-for-customer-service-management/ba-p/2805939)

**Are there release notes available?**

Yes, see [New in the Washington DC release](https://docs.servicenow.com/bundle/washingtondc-release-notes/page/release-notes/customer-service-management/customer-service-management-rn.html#d75366e136)

**Do I need to install a plugin or purchase anything to activate CSM?**

Yes, CSM requires a license. Contact your account representative to get pricing.
To activate CSM, start here: [Getting started with Customer Service Management](https://docs.servicenow.com/csh?topicname=data-management.html&version=latest)

**Are there any videos that I can watch to learn more about CSM and the included features?**

For long-form videos that explain features in detail including best practices, see [Live on ServiceNow: CSM,](https://www.youtube.com/playlist?list=PLkGSnjw5y2U511sEht7PkHhVFhtEH8ObV) and for quick and simple demos, see [Video Shorts: CSM](https://www.youtube.com/playlist?list=PLkGSnjw5y2U43QAsvad9-K02ji2iPrVnY).

**I think I have a bug or defect with CSM, what do I do?**

If you believe you have encountered a defect with CSM, log a case using the [Now Support portal](https://support.servicenow.com/now).

**Where can I request a new feature or enhancement for CSM?**

For functionality that you wish to be added to the roadmap, log an idea or vote for one on the [Idea portal](https://support.servicenow.com/ideas).

## Implementation

**What should I know before implementing CSM?**

The [CSM Essentials](https://nowlearning.servicenow.com/lxp/en?id=learning%5Fcourse%5Fprev&course%5Fid=94d7ead147e4fd102a090dcbd36d43c7) course covers core configuration and administration of ServiceNow CSM and will be soon be added as part of the Certified Implementation Specialist CSM path (CIS-CSM) to replace the CSM Fundamentals and CSM Implementation courses.

## Configuration

**What should I know before configuring CSM?**

The [CSM Essentials](https://nowlearning.servicenow.com/lxp/en?id=learning%5Fcourse%5Fprev&course%5Fid=94d7ead147e4fd102a090dcbd36d43c7) course covers core configuration and administration of ServiceNow CSM and will be soon be added as part of the Certified Implementation Specialist CSM path (CIS-CSM) to replace the CSM Fundamentals and CSM Implementation courses.

## Integration

TBD

## Development

TBD

## Reporting

**How do I measure the impact of CSM?**

See [Measuring customer service business outcomes with ServiceNow CSM](https://www.servicenow.com/community/csm-articles/measuring-customer-service-business-outcomes-with-servicenow-csm/ta-p/2944527).

## Related FAQs