Customer Service Management reference

---
title: Customer Service Management reference
description: Reference topics provide additional information about the Customer Service Management application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-reference.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Customer Service Management]
---

# Customer Service Management reference

Reference topics provide additional information about the Customer Service Management application.

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Reference information

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Links to topics

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Customer Service lists and forms

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-   [Customer Service Cases list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_CustomerServiceCaseList.md)
-   [Customer Service forms](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-reference-forms.md)
-   [Chat Setup configuration form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/em-advanced-chat-setup.md)

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Components installed with Customer Service Management applications

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-   [Components installed with CSM workspaces](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/installed-with-cust-serv-workspace.md)
-   [Components installed with additional plugins for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/inst-wi-cust-serv-addtl-plugins.md)
-   [Components installed with CSM workspaces](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/installed-with-cust-serv-workspace.md)

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Engagement Messenger topics

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-   [Components installed with Engagement Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/installed-with-engagement-messenger.md)
-   [Engagement Messenger reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/em-feature-list.md)
-   [Feature context parameters supported in Engagement Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/contextual-launch-supported-features.md)
-   [Engagement Messenger translation tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/em-translation-tables.md)

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Portal topics

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-   [Portal Banner widget JSON parameters](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/r-port-banner-widget-json-schema.md)
-   [Portal Data List widget JSON parameters](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/portal-datalist-widget-data-json.md)
-   [Default highlight color for different case states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/portal-case-cards-widget-default-color.md)

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[CSM Query Rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-query-rules.md)

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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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