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Activity in CRM and Industry solutions

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How to configure or change fields visible in Recommendations search

Hi everyone,I have an query. I've been trying to figure out from 2 days but couldn't able to(may be because I'm new to SNOW). In the attached screen for the search results which are tagged as Knowledge doesn't have Category while there's category for...

  • Question
  • CSM Configurable Workspace

Telecom Products FAQs

Welcome to the Telecom Industry Products FAQ! This guide is designed to help Communication Service Providers (CSPs) understand the capabilities and value of ServiceNow’s telecom portfolio, including TSM, TSOM, TNI, SOMT, SPMT, and FSMT. Whether you'r...

  • Article

Omnichannel docs now easier to navigate

Finding your way around omnichannel documentation just got simpler Ever had to figure out how all the omnichannel channels fit together before you could even start configuring one? We've reworked the documentation so that story comes first, then the ...

  • Article
  • Customer Service Management

Resolved! Not able to schedule slots in appointment booking

Hi Community,I have configured appointment booking but not able to select slots in portal. I have added agent's work schedule also. But not able to select any slots on any day ("No slots available" or slots are read only).What may be the problem? Cou...

  • Question

Resolved! Create New Product Model for Telecommunication SOMT related

Hello Experts,I am currently working on the Product Catalog in SOMT focusing on Telecommunication module. I want to create a brand-new Product Model and then Product Category and so on..I want to make sure CMDB and CI's are accounted for and auto map...

  • Question

Resolved! Agent information for Policy applications

Hello everyone, I need to populate Agent related information such as Name and Agent code and roles (writing or servicing agents) when a policy is created. Which tables should be utilized in ServiceNow FSO insurance (Individual Life Servicing)? Thanks...

  • Question

How are enterprises using Interactions or custom Contact/Call Logs

My company has a retail helpdesk that uses a scope ServiceNow CSM application. We're also integrated with Five9 so agents use the Five9 adapter to manage their calls directly in ServiceNow. We have a requirement that agents should track every inbound...

  • Question
  • Case Management
  • CSM Configurable Workspace
  • Customer Service Management

Best practice for Business Portal password reset

Hi Community,We are using the ServiceNow Business Portal (CSM) for external customers and have a question about the recommended password-reset process.Current configuration:Password Reset Process: Default Self ServiceCredential Store: Local ServiceNo...

  • Question

Resolved! How to Add a Playbook Tab to Case Records in CSM Workspace

Step 1: Integrate Playbook with CSM WorkspaceTo display a Playbook in CSM Workspace, you must configure it as a Related Item or Contextual Side Panel.Configure the Playbook as a Related ItemNavigate to:All → Workspace Experience → Actions & Component...

  • Question

SALES CRM DECODED: The PSR Model

In The Big Picture, we saw that every step of Sales CRM — quote, order, fulfilment and inventory — reads from one product catalog. This article opens that catalog up.If you get one thing right in a Sales CRM or SOMT implementation, make it the PSR mo...

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  • Best Practices
  • Delegated Development
  • Guided App Creator
  • Instance Configuration
  • Now Platform App Engine
  • Team Development

Looking for Best Approach to Enable Customer Portal in ServiceNow

Hi Community,I’ve been working on setting up an end-to-end customer flow in ServiceNow. So far, I have completed:Raise a Lead – Captured customer interest (via CRM integration).Generate a Quote – Integrated with external quoting tools.Complete an Ord...

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