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Private Community forum where members of the CRM and Industry Workflows PACs can view presentations ...
272 PostsWe’re inviting professionals from Retail and Hospitality operations to join our research participant pool. This initiative aims at understanding what truly makes retail operations experiences at HQ and stores exceptional. By signing up, you’ll gain e...
We are using the Foundation data sync plugin to sync CMDB records to our customer. It looks like this plugin might be non-functional as of the current 2.3.26 release. In previous releases this worked without issue. After a consumer submits a request ...
Hi Community,I am currently working through the dispute management configuration. I was wondering if it was possible to simulate the interactions done with VROL along the process such as the acknowledgment letter, the arbitration letter and so on, wi...
Hi, I am facing this issue after I upgrade the instance to Washington DC release. Especially the order management application to 7.0.0 (latest) version. I am trying to set up the conditions in decision builder but it is not allowing me to save it wit...
Hi everyone,I'm working on a ServiceNow CSM implementation where we're using the Customer Account (customer_account) table to represent two different business entities:Financial Institutions (Customers) → Customer = trueMerchants → Customer = falseIn...
Hello Community! We've added FSM integration and use case content to the Manufacturing Commercial Operations (MCO) documentation for the Australia release. You can access the content from Manufacturing landing page. What's new in this documentation? ...
I have a custom condition configured for the visibility of email section in activity stream compose in CSM workspace which hide or unhide the email section based on certain conditions. I want to check these condition but unable to find where this is ...
Hi all, We are designing an FSM process where a work order task is assigned to an engineer based on availability, skill, location, and on-call rota. If the first engineer called out using xMatters does not respond within a defined time, we want Servi...
I am using templates to create a case and want to schedule the case to trigger on a specific business day each month. I have not been successful in the scheduling portion. I am trying to trigger on the 3rd business day, I am using Run=Business Calend...
Hello everyone, I've a strange rqeuirement involving enabling (contact) end user to be able to change the value of their respective field value. Currently, on my instance, we are using the standard ticket configuration/page to display the information...
Hi, We would like to setup a dynamic schedulerule but it should only run out of hours ie. 6pm-8am. Is there a way to configure this? I can see there is an agent work schedule field on the dynamic schedule config but not entirely sure how this works. ...
How to find which users are consuming what type of license in CSM? And how to find list of users who have what role types?And I have an issue - in production instance I am not able to see subscribed groups and users whereas in temp, I am able to see ...
Hello Community,I just wanted to know what are the product licenses used based on roles in Customer Service Management (CSM).
Mastercard Disputes Management: Enhancement Overview Objective This article provides a consolidated, release by release overview of enhancements delivered to Mastercard disputes management within Financial Services Operations (FSO), covering the Feb...
Hi all, Is there a matching dimension can ensure we comply with the working directive for an engineer to have a downtime of 11 hours after 8 hours continuous work? I can see Last Assigned but this doesn't quite meet the requirement above. Has anyone ...
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...
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