Hello all, We are just getting started with all the great GenAI capabilities and to prepare your implementation to be smooth as possible we have guidance available for most of the common mistakes or gaps we've experience when configuring Now Assist f...
A record page provides the base structure for displaying records in CSM Configurable Workspace. Record pages include containers, components, and layouts to display record information. Each record page has an order value and the page with the lowest o...
CSM product serves both B2B (business-to-business) and B2C (business-to-consumer) business purpose. There can be many different possible relationships and directions of engagement required by our users. Therefore, to ensure the data access while main...
In the previous versions before Rome, we have no functionality to edit the records in List Layout in Agent Workspace. To do that we have to open the record and edit the field value. From Rome release we have the functionality to edit the records in L...
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...
LisaLatour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
