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Customer Success Management: Objectives, Outcomes, Success Blueprints, and Success Plays

Table of Contents OverviewPlanning Requirements gatheringThings to consider Components Initiative roadmapWorkflow LauncherTablesScheduled Jobs Configuration Data Sources and Context Engine Mappers Testing PrerequisitesExecutingTroubleshooting Appendi...

Article

Engagements in Customer Success Management

What Exactly Is an Engagement? So you've closed the deal. The contract is signed, the confetti has settled, and now the real work begins — making sure your customer actually succeeds with the products and services they just bought. That's where enga...

Article

Resolved! Enhance Discovery With Artifical Intelligence?

What are some ways I can enhance ServiceNow Discovery with features provided by artifical intelligence?

Question

Retrieving relevant knowledge arcticle chunks using AI Search and Scripted REST API.

I recently started working on a project which requires external access to ServiceNow's AI Search feature. The goal here is to send a query to AI search using a scripted REST API and returning only the relevant chunks from the Knowledge base. Right no...

Question

Now Assist Limit User Messages

Hi all, Just wondering if anyone has implemented a method or if their an ootb solution to limit messages a user can send to Now assist either through the Now Assist Panel or Virtual Agent? Just like when you are entering messages to copilot/chat gbt...

Question

Section 4: Modify the Human Resources General Knowledge Base

I am working on this section trying to perform this step: 1. Navigate to All > Knowledge > Administration > Knowledge Bases.2. Select Human Resources General Knowledge. When I go to the Knowledge bases there is no selection available for Human Resour...

Question

Healthcare User Forum: How St. Jude Revitalized HAM Operations

REGISTER Healthcare IT teams are facing mounting pressures around security threats, compliance requirements, and uncontrolled cost increases. Yet most still don't have reliable insight into what they own, where it's deployed, and whether it's compl...

Event
Hardware Asset Management
Webinar

Healthcare User Forum: How St. Jude Revitalized HAM Operations

REGISTER Healthcare IT teams are facing mounting pressures around security threats, compliance requirements, and uncontrolled cost increases. Yet most still don't have reliable insight into what they own, where it's deployed, and whether it's compl...

Event

Summarize button is not visible on Incident and Change Request forms

Hi all, I have activated Incident Summarization and change Request summarization skills in my dev instance and captured everything in update set, it worked fine Dev instance. I have moved update sets in QA instance but I dont see Summarize button the...

Question

Resolved! CMDB Data Certification via Workspace: Certified vs Failed attributes table

Hi All,I have been testing our CMDB Data Certification Tasks (new via CMDB Workspace) and noticed that 'failed' elements appear in the CMDB Workspace 'My Work' under the title of 'Certification exceptions' (table: sn_cmdb_ws_dm_certification_attribut...

Question

New Group Member - ITSM/CSM/Comm Interest

Hello, all! I'm new to the Nashville SNUG and would enjoy the opportunity to learn from your collective knowledge. Speaking of Knowledge, I am serving currently in an Enterprise Knowledge Mgmt role, with a side slice of CSM development, stakeholder c...

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Case and Knowledge Management
Change Management
CMDB
communication channels
CSM
CSM Configurable Workspace
ITSM
Knowledge Management

Is it possible to add approvers to a workflow using flow designer ?

I have installed a plugin, this plugin has a catalog item which uses a workflow, I wanna know if it's possible to add or remove approvers based on certain conditions without having to modify the OOB workflow. The reason of why i dont want to modify t...

Question
Decision Builder
Flow Designer
Process Automation Designer
Workflow Automation

Automating Your CMMC Journey On the IRM Platform

Federal agencies are facing a convergence of new regulatory requirements, growing audit deadlines and the operational realities of CMMC 2.0. The result: compliance teams are stretched thin, and traditional processes can’t keep pace with mission needs...

Event
Webinar

New to Service Now

Hello, I'm Steve My company is in the process of moving to Snow from Ivanti, I'm new to Snow as a Admin, any helpful hints would be appreciated. Any Planned meet ups in the Montgomery area?

Question

roles are not being passed to child groups

The role did pass on to the child groups and members in dev but not in other instances, it has been more than 24 hours since the parent was assigned the role. How can I check if something is happening on the backend and roles are being assigned.

Question