---
title: Extend capabilities
description: To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/advanced-cap.html
release: australia
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configure, Customer Service Management]
---

# Extend capabilities

To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.

\[Omitted image "workflow-extend-cap.png"\] Alt text: overview of topics within the extend capabilities category

|Application or feature|Description|
|----------------------|-----------|
|[Outsourced Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/outsourced-service-provider.md)|Configure Outsourced Customer Service to enable the outsourced company or individuals to perform tasks, handle operations, or provide services.|
|[Proactive Customer Service Operations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-pcso.md)|Configure Proactive Customer Service Operations to trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.|
|[Configure Customer Service Platform Analytics Solutions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-pa-r.md)|Configure Customer Service Platform Analytics Solutions to view preconfigured dashboards with actionable data visualizations to improve your business processes.|
|[Configure the Platform Analytics Solution for Self-Service Analytics for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/ssa-solution-config.md)|Configure Platform Analytics Solution for Self-Service Analytics to run diagnostics, review and customize components, and start collecting data.|
|[Continual Improvement Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/cim-landing-page.md)|Request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.|
|[Process Mining](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/now-intelligence/process-mining.md)|Create automated business process flows from your data to help analysts and process owners to analyze and optimize their business processes.|
|[Workforce Optimization for Customer Service](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configurable-wfo-cs.md)|Manage and maintain the productivity of your workforce and efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.|