Overview This article explains how to configure the “New Case” option in the Chrome tab (New Tab menu) in CSM Configurable Workspace so that it opens the Case Type Selector instead of directly opening a case form. The solution uses: OOTB UI Builde...
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 ...
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...
Start browser-based voice calls with a ServiceNow AI Voice Agent from your native portal or with Engagement Messenger AI Voice Agents for Portal lets a customer start a voice call with a ServiceNow AI Voice Agent from a ServiceNow native portal pa...
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...
Overview Customer portals provide fast, consistent service experiences across channels, with easy setup and configurable branding. Portals also enable customers to ask questions using AI with ServiceNow Otto in Virtual Agent, AI Search, and Virtual...
We're publishing a new white paper in response to inquiries from customers on best practices to digitize and automate customer service workflows and deliver a seamless user experience. Take look and let us know what you think! CSM Reference Architect...
Automatically detect, link, and propose major case candidates with AI Many teams already rely on Predictive Intelligence to surface potential major issues by clustering structured case data. Major Cases Similarity Search complements this with a sem...
Automatically triage, research, and manage complaint cases end-to-end through a coordinated team of specialized AI Agents Accelerate Complaint Case Handling is an agentic workflow that orchestrates three specialized AI Agents to process complaint c...
Give voice agents real-time, cited AI guidance without leaving the call Live interaction recommendations is an AI Agent that reads the live transcript of a voice interaction, retrieves cited Knowledge Base answers through AI Search, and pulls live...
I've had some recent experience setting up a CSM implementation that incorporated a number of platform features that I quickly discovered were not immediately available to CSM Contacts with the snc_external role. This role is a feature that is enable...
Below you can see Portal Quick Links. In this example, it's displayed on the Business Portal. This widget is out of the box for the Business Portal and other CRM & Industry customer portals that leverage Configurable Portal Widgets. When the...
Definition The Portal Case Form enhanced by ServiceNow Otto enables a smarter self-service experience when customers create a case through your Service Portal. As users enter their issue, the system surfaces context-aware suggestions, including knowl...
Overview: Consumer grade portal for B2C CRM customers. Use this portal after Australia Q1 instead of /csp portal. Key persona: Business Analyst or administrator configure the widgets Customers interact with the widgets on Customer Portals Bus...
In Customer Service Management (CSM), modelling Sold Products, Install Base Items, and Product Models—and integrating them into the CMDB—can be a complex activity. In this article, I aim to walk you through how to do it properly using a practical exa...
Hi All, New white paper & infographic now available: Interaction & Case Management Best Practices Blurb: To build a truly omnichannel platform, we need to manage all kinds of customer engagement channels in an optimal way. While the case entity does...
Hello all, I am proud to present you the result of several months of work between our teams in filling a content gap that has existed for a while. Usually, CSM is represented as "just external customer support" (with references to B2B/B2C data model...
Centralize a comprehensive view of top recurring issues across cases in a single dashboard Trending Topics Dashboard introduces a generative AI-powered, no-code experience that groups multiple KPIs to provide a comprehensive view of recurring and eme...
Workforce Optimization documentation just got easier to find – here's where everything moved! Ever found yourself switching between two separate documentation sets just to complete one workflow? Here is some good news for you! Workforce Optimizatio...
Instantly create summaries, actions, and follow-ups in the activity stream Activity Response Generation is a generative AI capability in ServiceNow Otto for CSM that enhances the activity stream experience by allowing human agents to instantly gene...
LisaLatour
ServiceNow
Steph Morillo
