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ServiceNow Otto for CSM - Knowledge Generation

Knowledge Generation skills empowers customer service agents to automatically create knowledge article drafts directly from resolved cases and helps support functions to reduce writer's block for new topics and articles to share with customers or con...

  • Article
  • Case Management
  • Customer Service Management

Resolved! Service Exchange Contact Sync

Per https://www.servicenow.com/docs/r/service-exchange/service-bridge-v2-auth-users.html When a provider and a consumer initially register the Service Exchange application, the active contacts on the consumer's account in the provider's ServiceNow in...

  • Question

Resolved! How can snc_internal users view their submitted cases on the portal.

Hi all,We’ve created a record producer that creates a case in the sn_customerservice_casetable.Our requirement is for users with the snc_internal role to be able to view the cases they have submitted via the esc portal. However, with only the snc_int...

  • Question

ServiceNow Otto for CSM - Automated Quality Assurance

Automatically score and coach every closed case with GenAI-generated quality reviews Automated quality assurance reviews closed cases against a configurable rubric and generates a quality score with qualitative feedback for each one, replacing manua...

  • Article
  • Case Management
  • CSM Configurable Workspace
  • Now Assist for CSM
  • Reporting and Analytics

Under which application scope I should create New fields ?

Hi All,we are not using OOB CSM (customer service Management ), we crated scoped application as per business needs .Scoped Application : x_scrvn_csmnow I'm going to create some new fields on CSM Task table (sn_customerservice_task), we know that CSM ...

  • Question

Resolved! Service Exchange for Providers FDS Dynamic Filter Using Consumer Connection

In Service Exchange (currently using version 2.3.29) on a Provider instance, from a Foundation Data Provider Outbound Offering Item [sn_fds_pro_offering_item] record, if I am using a dynamic filter (or alternatively a javascript qualifier) in a condi...

  • Question

Resolved! Adding Product to SOM Product Catalog

Hello Expert,I am planning to implement TSM, SOMT & FSMT in Telecom and i am utterly confuse about adding product to the product catalog.My Primary product is XYZ > has two Virtual Services (A-End) & (B-End) and Two Virtual Access Circuits (no 1) & (...

  • Question

For Agent Getting Some Randome view while creating a new Case.

Being an admin Getting a Case view while creating a case but for a Agent the Getting some  random alignment but the view name is Case onlyfor Admin View : CaseShowing expected alignment. for Agent View : Case*Showing some random alignment of the fiel...

  • Question

Shift Planning Calendar in CSM/FSM Workspace

In CSM/FSM Workspace, Shift Planning for Configurable Workspace is installed and have a calendar where we can schedule Shifts, Time-Off, etc.In this 'Team Calendar', the New button have these options and I want to remove a couple of them. I'm trying ...

  • Question
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