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

Integrate Customer Service Management with Microsoft Outlook

Customer Service Management provides an integration with Microsoft Outlook. This integration enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook.

Before you begin

Role required: admin

About this task

Note: You must be an Office 365 administrator to deploy the ServiceNow Add-in for Microsoft Outlook. This add-in is supported only for use with Microsoft Outlook 2016+ for MacOS and for Windows.

Procedure

  1. Navigate to All > System Definition > Plugins.

  2. Search for the ServiceNow Add-In for Microsoft Outlook plugin (com.sn_outlook_addin).

  3. Click Activate.

  4. Search for the CSM Extension for Proxy Contacts plugin (com.snc.csm_proxy_contacts).

  5. Click Activate.

Related topics

Using Microsoft Outlook with CSM