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Integrate › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Integrating with Service Portfolio Management

Integrate Customer Service Management with the Service Portfolio Management (SPM) application. This integration gives customer service managers, customer service agents, and service owners visibility into sold products and their associated service offerings.

Using the integration between Customer Service Management and Service Portfolio Management has the following benefits:

  • Increase customer service agent productivity: Empower customer service agents to quickly view the service offerings and associated definitions for sold products.

  • Increase service owner productivity: Empower service owners to quickly identify customers subscribed to services.

The Customer Service Management integration with Service Portfolio Management can be used in the following ways.

  1. Customer service managers can associate service offerings to product models. For more details, see Associate services with product models
  2. Customer service managers can associate service offerings to sold products. For more details, see Associate service offerings with sold products
  3. Service owners can view service offerings and which customers have subscribed to them.
  4. Customer service agents can view which service offerings are associated to the sold products affected by an issue. They can also see the service commitments and availability. For more details, see View sold product information in CSM Configurable Workspace

Activation information

Activate the following plugin.

NameDescription
CSM with Service Portfolio Management \(SPM\)\[sn\_csm\_spm\]Enables integration with the Service Portfolio Management \(SPM\) application. This integration gives customer service managers, customer service agents, and service owners visibility into sold products and their service offerings.

Roles

Ensure that users can perform all the necessary actions by assigning roles.

RoleDescription
service_editorAssign this role to customer service managers if they need to update any service offerings they own.
portfolio_adminAssign this role to customer service managers if they need to associate service offerings to a product model.