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Financial Services Operations
105 PostsField Service Management
492 PostsHealthcare and Life Sciences
50 PostsManufacturing
72 PostsPublic Sector Digital Services
22 PostsRetail & Hospitality
20 PostsTechnology Provider
128 PostsTelecommunications
360 PostsCRM & Industry Workflows PACs
Private Community forum where members of the CRM and Industry Workflows PACs can view presentations ...
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Activity in CRM and Industry solutions
Featured Help shape the Future of ServiceNow Retail & Hospitality!
We’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...
- blog
Resolved! FSM Workspace - AWA
Team, Good Day. Need help in understanding the availability of AWA with FSM Workspace. if "Yes" -> How to implement AWA within FSM Workspace. Thanks in Advance. BR, Nidhin Mohan
- Question
Service Bridge and Child Accounts
Does Service Bridge support integration with child customer accounts that use a common ServiceNow instance? Example:Customer = BoxeoCustomer Child = Boxeo USCustomer Child = Boxeo CABoth Customers are using the same ServiceNow Instance = boxeo.serv...
- Question
Book Appointment - slots history
Hello, A have requirement to capture the first slot (date and time) provided to the customer via Appointment Booking API or in the workspace. Couldn't any table which may be storing it. Trying to explore certain custom solutions so wanted to have mi...
- Question
Associating Pack and Params to Application Services within TNI
Please note that background Information can be found in the following Blogs: 5G Introduction: https://www.servicenow.com/community/telecomm-blog/servicenow-5g-introduction/ba-p/2738678 Defining 5G Services: https://www.servicenow.com/community/in-oth...
- Article
Service Bridge for bi-directional integration for SCTASKs
I would like to configure Service bridge to support a bi-directional integration for existing consumer catalog items → RITMs → SCTASKs. SCTASKs are currently created assigned to fulfillment groups (now to be offloaded to provider groups) The provide...
- Question
Case Quality Assurance (QA) reviews automation/tools
Good day all. My teams are working on researching ways to automate and/or streamline case reviews for Quality Assurance to ensure that agents are routing cases properly and getting the end users their answers kindly, correctly, and quickly. Ideally ...
- Question
- Case Management
- Reporting and Analytics
Are you managing a service operations or contact center function?
Whether you're monitoring SLA adherence, coordinating escalations, investigating what went wrong, or bridging the gap between frontline agents and senior leadership — your experience is exactly what we need. The ServiceNow UX Research team is runnin...
- Article
Are you managing a service operations or contact center function?
Whether you're monitoring SLA adherence, coordinating escalations, investigating what went wrong, or bridging the gap between frontline agents and senior leadership — your experience is exactly what we need. The ServiceNow UX Research team is runnin...
- Question
Discover TMF APIs used in telco products — Now easier than ever!
Hello Community! We’re excited to share a new documentation update designed to make it easier for you to find the TMF APIs used across telco products. What’s new? We’ve noticed many community posts asking for examples and references of TMF API...
- Article
servicenow security
An Administrator wants to remove privileged users who have never accessed the platform.Which Security Centersection is checked for these users?Security metricsSecurity posture dashboardSecurity scannerSecurity hardening
- Question
Duplicate cases are creating with different numbers but same details
Hi Everyone, For some reason duplicate cases are creating at the same time with different number. Can anyone help me on this what's the reason for this?
- Question
- Customer Service Management
Attachment Added Event Working in Backend but Not Triggering from Service Portal
Hi All,I created an Event + Business Rule on sys_attachment (After, Insert) to trigger an email notification when an attachment is added to sc_req_item (RITM).It works correctly when attachment is added from the backend form view.However, when attach...
- Question
Telecom Service Order: Need Solution to Auto‑Switch “Add” to “Change” When Active Product Inventory
Hello Everyone,We are working with the Telecom Service Management (TSM) application and facing a functional requirement around Service Order creation, specifically when users select the Add action. Current OOTB BehaviorWhen creating a Service Order (...
- Question
Resolved! Part of the query has been ignored because of read security rules(ACL issue) for some users on All module for CSM.
I am facing below issue for some users. Please let me know how to fix this issue. Thank You.
- Question
- Customer Service Management
Show Playbook in CSM configurable workspace for custom table which is extending the task.
We have a requirement to create a custom table extending the task with 30 + custom fields. For fulfillment we are planning to use the CSM configurable workspace so that agents can update the required fields using playbook steps or directions. We are ...
- Question
- CSM Configurable Workspace
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