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...
Hi All, ITSM Entities: Giving External View Permission in CSM (ACL Configuration) is available on NowCreate! Summary: ITSM entities (Change Request, Problem, Request) are designed to work for internal users. The purpose of this document is to detail ...
Overview The document outlines the requirements for embedding a portal page in Engagement Messenger. Embedding a portal page on Engagement Messenger – Requirements & Considerations Note - Requirements and considerations are related to the Configura...
Approve or Reject a Pending Registration Request Set URL to [instance name].service-now.com/csmClick Notifications in the Main menuClick Approve or Reject Note, if approved: Requester will be added to the Users table with an assigned User ID, Email, ...
Create a Registration Request Approver Navigate to Customer Service > Contacts > NewFill-in the following required fields: Last nameAccountEmail Set the Notification field to EnableSubmit Note: Contact will be added to the Users table without an ass...
We are delighted to announce the launch of Customer Connection, a roundtable discussion in which our ServiceNow customers and implementation partners can pick up key insights and tips for ServiceNow Platform implementation and feature adoption. We a...
AWA v2 with Workforce Optimization (CSM) Implementation Guide is available on NowCreate! · Features, Purpose, and Primary challenges resolved through implementation of AWA/Workforce Optimization · Steps on how to configure · Customer use cases whic...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
