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...
Hi all,I’m currently designing a CSM portal for our Managed Service clients and would be really interested to see any innovative approaches others have taken. Our primary use case is enabling clients to:• Raise enhancement requests directly into our ...
Overview: The Service Selector in the Financial Services Workspace empowers agents to create the right case type or service request in seconds—reducing errors and accelerating time-to-resolution. Have your agents spend less time navigating forms and ...
As the title says: I'm trying to figure out how to circumvent Consumers needing to 'register' for the CSM portal. By what I've read, the difference between the Consumers and Consumer Users is primarily 'registered' or 'not'. I'm attempting to avoid r...
This is for the SOM Team - Business Portal Functionality. I am trying to enable the Business Portal for SOM Functions - catalog/quote/order/ordercase etc. I am getting a 404 error when i try to 'check out' from the shopping cart or request a quote....
Hello everyone,I am a beginner in TSM can anyone help me out in understanding do we need to have consumer(who use servcenow) and provider(who use servicenow) instances only or any platform can work?As we have service bridge to connect two instances i...
Hi everyone,I would like to test ServiceNow CRM and Service Operations Management (SOM) on a Personal Developer Instance (PDI) to get a realistic hands-on understanding of the capabilities.I’m looking for guidance on the following:Which plugins are m...
Discover CRM AI Academy, our recurring webinar series designed to help you unlock the full potential of ServiceNow's Now Assist for Customer Service Management (CSM). Each session delivers practical guidance on implementation best practices, configu...
Hello Community,could you please help me with a awa query.I have configured a working model under **Advanced Work Assignment (AWA)** in our **Dev** environment where cases are being assigned based on **skills** using **Skill Determination Rules**.How...
we need 2 portals one for internal and 2nd for external users, i know CSM can help to achieve this, any process / documentation would help? please advise.
Hi everyone, I would like to know how I can integrate an AI agent into my ServiceNow instance. Do you recommend doing it with Copilot Studio, through a connector?Or are there other tools available? thanks
Hi Everyone,I want to change the state On Hold to Work in progress when customer replies to an interaction form. I am facing a challenge here. There is no Additional comments or work notes got update when customer replies. How to achieve this?Your so...
Experts, I have recently started looking into CSM capability. While going through the location to customer account relationship, the location field on the 'Account Addresses' (account_address_relationship) is not showing any location references . On ...
Hi together, We want to start with Advanced Work Assignment soon and have different Presence States and Service Channels for this. For example: Presence State AvailableAnd below that the Service Channels: Requests-A, Requests-B and Requests-C The pro...
Understand customer sentiment trends with LLM-powered insights and drill-down analysis The Sentiment Analysis Dashboard is a generative AI capability in Now Assist for CSM that provides a comprehensive view of customer sentiment across cases, accou...
I wanted to create a scoped version of Contextual Search in Virtual Agent. Here's how I did it. Hopefully this helps someone. Change scope to ITSM Virtual Agent ConversationsDuplicate Contextual Search topic blockIn VA Designer, open the topic block ...
