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...
The Issue Encountering an error message in Engagement Messenger when launched on a customer's website Underlying Root cause There are multiple reasons for this error: The server adds an HTTP header in the response that says the website content cann...
Over the past few months, I've answered a similar question several times in the community about how to automatically set an agent's availability. Mostly people asked how this could be triggered while the agent is logging in. In rare cases, it was...
If you’re working in the Technology, Media, and Telecommunications (TMT) space, you’ll notice that many organizations outsource portions of their case management operations—whether by region, by account, or using other criteria. There are several m...
Hi, I often hear from clients that they do not like the OOTB Info Messages getting shown on the CSM portal as soon as Customer Admin approves a registration request. This is definitely annoying and can be a cause for numerous Service Desk contacts. T...
I hadn't realized how advanced the Email recommendations had become. I recorded this short video after playing around with a demo and it is wild: 1) Will ask qualifying questions 2) Understands Case progression and provide alternate responses 3) Addr...
Hello, CSM Community! We’re excited to share what’s new and improved in Customer Service Management (CSM) for the Yokohama release! This release focuses on enhancing customer experience with major investments in self-service, agent experience, and c...
Are you looking for small but impactful thing you can do to encourage your customer service agents to use the CSM Configurable Workspace? One simple solution is to create a UI action that lets agents instantly switch any Case from the classic Serv...
Hi All, Attached is a new white paper around the topic of implementing the CSM “Shared Services” model (formerly referred to as “CIO As a Broker”), which describes the process of configuring CSM to allow a Central IT Services organization to enable m...
One of the key design principles in CSM , whether in a B2B or B2C scenario, is that not every customer inquiry requires a case. Some inquiries are simple and can be resolved without utilizing case management. For example, an interaction record can ...
Is MMS supported? There are two types of MMS - long text MMS and media MMS(file attachments). Long text MMS is supported both inbound( i.e., end user sending message to agent) and outbound (i.e. agent sending message to end user). BUT, media MMS is s...
Kaboom! Good news – I’m officially a Certified Implementation Specialist – Customer Service Management. I’ve just passed CSM CIS certification exam for Orlando release. This is to throw some light on how it works and how to prep for it. Enjoy! My bac...
We have recently revamped the structure of the Using Customer Service Management section of our documentation. The content is now organized based on the typical tasks performed by different user roles, including agents, agent managers, and customers....
Did you know that you can provide direct feedback on any topic in our ServiceNow product documentation? This functionality helps us understand how useful you find our content and identify areas for improvement. Your input—whether it's a positive not...
As we prepared for the Washington release, we saw an opportunity to improve our release notes (RN) process to better support the Customers and Industry Workflow (CIWF) team and provide a smoother experience for our Customer Service Management (CSM) ...
Your fast, guided path to enable Now Assist for CSM effectively and strategically This central hub brings together the most relevant guidance across the ServiceNow web universe, from Now Create, the Best Practice Library, ServiceNow University, Pro...
Hi All, New CSM guide available on NowCreate: CSM Configurable Workspace: Migration from Pre-Utah Release Architectures Blurb: A key feature of the CSM Configurable Workspace Utah release was 'auto-wired' components that automatically connect wit...
An agent in ServiceNow’s Customer Service Management (CSM) uses the Interaction [interaction] table to document their initial contact with users seeking support. This interaction can occur through direct chat on the portal or via a phone call to the ...
Follow these high-level steps to install and configure ServiceNow CSM. 1 Setup your environment Activate Customer Service Management Additional plugins for Customer Service Management Configure foundation data 2 Organize Agent Wo...
It's bothered me for a while that when using SSO with the glide.authenticate.sso.redirect.idp property set, that the Customer Service portal was forced into the redirect as well. I have yet to see a Customer Service implementation where the external ...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
