Dynamic updates from Playbook to Slack channel Playbooks provide step-by-step guidance for completing tasks needed to resolve specific types of customer service cases. This article will show you how to integrate/post data dynamically to third party a...
Hi All, From the CIWF Product Success Team, new white paper now available! Many thanks to Salil Belani and Parag Mone for their expertise. Audience: Customers/Partners/Implementers Leading Practices for Large Call Center Design & Integrations ...
Introduction In the fast-paced world of project management, organizations are always on the lookout for efficient solutions to streamline their processes. ServiceNow, a leading cloud-based platform, offers two distinct project management modules: Pr...
Hi All, From the CIWF Product Success and CSM Product Management teams (Kimlan Do - SME), new white paper now available! Audience: Customers/Partners/Implenters Leading Practices for Call Center Voice Integrations Blurb: The purpose of this...
Ever wonder how ServiceNow uses its own products? We have a program called Now on Now where ServiceNow employees highlight how they are innovating on the product. Listed here are presentations and white papers that relate to CSM. Now on Now: Implem...
Description When users try to view KB articles with broader/larger images inside Engagement Messenger, the images are truncated if they are wider than Engagement Messenger’s width. To see images, user must scroll to the bottom of the article, then ...
Hi All, With much help from others (Thanks in particular to Tom F. and then many others who gave edits) I updated and added to a previous version of an ITSM --> CSM Migration whitepaper. Included in this newer version: Updated for QuebecDifferences b...
Documentation to assist with importing case history to Customer Service Management
Everyone wants their implementation to be a success, but it is extremely easy to get a few things wrong early on which make it more difficult to achieve your business objectives. These are my top tips to setting yourself up for success with your Cus...
Unfortunately I'm not able to move articles to other forums. Therefore I created a new article Platform: Advanced Work Assignment (AWA) || Knowledge & Troubleshooting Resources. Please refer to that article for future updates.
In this post I'll describe 5 key ways ServiceNow technology supports high quality customer experience when dealing with constituents. Constituent experience is more than just providing an outcome. It also includes how the engagement transpires, which...
When you decide on an outcome or objectives you would like to accomplish with ServiceNow, then you will want to map which products are needed to support those goals. The Reference Architectures shown here connect suggested outcomes to the underlying ...
For project planning, it's important to understand the scope of what it takes to deploy a product, and even more so if you are implementing multiple products at the same time. To help gauge resources needed, duration, level of effort, etc., ServiceNo...
To understand how the out of the box processes work in ServiceNow by product, review the listed process guide/s. Then align your process to ours to see where there are differences and gaps. This will help you create your requirements prior to startin...
Overview: ServiceNow provides a set of dynamic filter options OOB. We will use a few filters very frequently for the purposes like fetching tasks assigned to logged-in users or tasks assigned to one of the logged-in user groups. Scenario: Display...
Multiple Engagement Messenger modules can be created within the same instance to support different customer brands. You can find the step-by-step instructions to create Engagement Messenger Modules that include features and branding details here Sett...
This is a quick workaround for CSM Workspace and Agent Workspace to detect when the form is dirty (i.e., field values have been changed). According to the support document (KB0855260"g_form.modified, g_form.modifiedFields, g_form.getControl('field_na...
Many government agencies already have and others continue to look to the fundamental capability that ServiceNow provides as an enterprise-wide workflow toolset. ServiceNow, when considered as a strategic platform, provides government with the ability...
This Community is built on the ServiceNow product of the same name and is part of larger packages such as CSM or HR. When setting up a community at the customer instance, you will be confronted with lots of roles and features in that context. For t...
We have a field Time Worked on case table. It is a timer which calculates the time worked on the case automatically when the case form is opened. Previously it used to work only in Native UI. Time Worked field was not supported in Agent Workspace pre...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
