I’m working in Service Operations Workspace and trying to customize the Form Templates experience.What I want to achieveOn a record page (Incident, Request, etc.), in the sidebar on the right, I want a second "Templates" tab/icon that shows only reco...
Managing Duplicate CIs & Hardware Assets Just Got Easier through AgentAI! Many organizations struggle with duplicate Configuration Items and hardware assets in their CMDB. It affects data accuracy, reporting, audits, and overall IT operations.But now...
Hi Community,I am working on HRSD Advanced Work Assignment (AWA).I have configured:Service Channel for HR casesQueue mapped to the service channelAgent assignment eligibilityRouting to HR Tier 1 groupAgents are members of the HR Tier 1 groupUsing HR ...
Is it possible to configure a Microsoft Teams quick action similar to the Zoom quick action available in ServiceNow Agent Chat?Any guidance would be appreciated.
I have a record producer that creates an incident.Issue: Multiple incidents are getting created for a single submission.What are the common reasons for this behaviour?
We have configured a schedule on an AWA queue so that work is assigned only between 9:00 AM and 4:00 PM BST.Our expectation:If a complaint is created outside this time range, it should remain in the queue and then appear in “Queued Work” once the sch...
Hi Team,I’m trying to create reports/dashboards for Virtual Agent metrics. Currently, I can generate reports only from the interaction and aws_interaction tables. The required data appears to be in the conversation table, but reporting on it requires...
Hi community, I want to ask you about AWA Agent Presence and Capacities, the thing is how can I edit this table that I am not aloud to see (I am Admin). For example this table and after completing all the necessary config (Channnels, queues, etc) I a...
Hello all,We noticed something in Advanced Work Assignment (AWA) and wanted to check if this is expected behavior.When a work item gets auto‑assigned by AWA, the update on “Assigned to” field in the activity section shows the agent’s name instead of...
Hi,I just wanted to check if anyone tried to install a survey for a chat window so when the window is about to close, the customer can survey.
Guys, is gen ai is available in zurich developer edition latest release...
Hi All, could you please guide in configuring the below requirements for Live Chat :1. Can you please assist me with the requirement where if all the agents are full to the max capacity, the system allows the user to wait for 15 min?we have already s...
Hi all,I need some help understanding an issue in agent chat. we have not configured autopilot, but sometimes it is still automatically assigning to autopilot to end chat sessions . i will add screenshot below for reference As any faced same issue or...
Hi All, we are working on a requirement where we need multiple service channel on Interaction table (for different Live Chat configured) due to below cases:1. Team A is using OOB 'Chat' service channel with Max capacity as 4 for Live Chat12. Team B i...