I am starting this article to identify and collate the list of features / capabilities to explore in CSM module. My goal is to have a good understanding and experience. Also share my experience and challenges. When opportunity arises, take CSM Imple...
Join us to hear how Fujitsu improved transparency and responsiveness with their customers, seamlessly connecting service desks and moving service delivery data from ServiceNow to their data warehouse for reporting & analytics. Wed May 27, 7:00am PDT ...
The attached document captures the primary use cases and business process based upon the Istanbul release. The document covers the following:OverviewPrinciples and ConceptsSupporting ProcessesCase State ModelCase Routing and AssignmentCase Prioriti...
Help us welcome in the latest Now Platform® release. Orlando — is now available! Now Platform Release Fact Sheet: Orlando Orlando release is now available (Summary Blog) ..................................................................................
Hello Community, I just passed my CSM implementation specialist certification and I want to share with you some tips. The scope of the certification: - CSM overview and setup - SIM (ServiceNow implementation methodology) - CSM integration (mostly kno...
This post contains the answered audience questions from our CSM webinar “Get to know the ServiceNow Orlando Release for CSM”. Register now to watch the webinar on-demand.
This post contains the answered audience questions from our CSM webinar “Maximising Customer Engagement with ServiceNow Customer Service Management”. Register now to watch the webinar on-demand.
https://docs.servicenow.com/bundle/madrid-application-development/page/script/business-rules/concept/c_DbActionsToTriggerTheBusRule.html Mark it is helpful, if it helps you
Many enterprise customers use ServiceNow as a part of their IT ecosystem. In this ecosystem, ServiceNow coexists with other applications, exchanging data through different types of integrations. One of the common integrations is between ServiceNow an...
Dear All, In this section I will describe how we can send event notification from Service-now calendar (user_calendar_event) to Gmail Calendar (your personal Gmail account). First, in the System navigation type 'my calendar' then you will find your s...
I just take the Delta Madrid exam, and below examples that could help: ServiceNow Madrid Delta exam
Populate Assigned to based on child assignment group Below a Script include that populate the assigned to based in child assignment group, I have noticed that in service now when you choose an assignment group that have one or more children, then in ...
Hello All, Here is the code to make mandatory variables in the catalog task form g_form.setMandatory('variables.variablename',true); function onChange(control, oldValue, newValue, isLoading, isTemplate) { if (isLoading || newValue === '') { retu...
Help us welcome in the latest Now Platform® release. Madrid — is now available! Check out the Question & Answer from the broadcast Customer Service management (CSM). Be sure to bookmark this post, so when other Product specific Q&As are posted, yo...
Turns out this is very simple with one table, just make the number field appear first in the list view. Below is a database view with multiple tables and I had so many state fields I didn't know which was which. I simply repeated the same process by ...
There is always the question as to what and how we are going to provide support for post go-live defects and enhancements. Unfortunately, the answer to this question is often not what the customer wants to hear. It is critical that the delivery proce...
Scripts::. Exemplo update campo workduration update workduration field Example How to update workduration field? var objInc = new GlideRecord("incident"); objInc.addQuery('number','=','INC0001234'); objInc.query(); objInc.next()...
Hello All, if you need to populate select box variable from a table, in this scenario below scripts will be helpful ScriptInclude var assetRequisitionUtils = Class.create();assetRequisitionUtils.prototype = Object.extendsObject(AbstractAjaxProcess...
Madrid is now available for personal dev instances. There is no release notes yet, this is madrid early availability.
What are your Key Performance Indicators (KPI’s) for Customer Service case data? Time to resolve?First-call resolution rate?SLA breach rate?Consumer satisfaction?Customer satisfaction? The following reports are available out-of-the-box on the nativ...
Lisa Latour
ServiceNow
Steph Morillo
seanflack
Dan Bruhn
