When using Agent Assist in the CSM/FSM Configurable workspace, how can the user filter restults by knowledge base? I found the following resources but have been unable to filter. https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=...
What I have to install and configure to see the "Enable Interaction Controls" field on openframe configuration form (as shown in the attached image)?I checked and the field is not available at all on openframe object table.I guess that it is added by...
once we click this reopen case button, we need to update the flag to true another flag for reopen reason choice field repeater and returner. once we click on reopen case button, we need to open the pop up to capture the reopen the reason. reopen case...
In the CSM/FSM Configurable Workspace, is there a way to keep the email template values in synch with the unsaved form? Are there any work arounds to prevent agents from sending an email with stale values in the template when there are fields that ha...
Hello,What's the right way to denote Accounts that are government agencies? Would it be on the Business Structure? Out-of-the-box, it doesn't have an option for Public Sector. The Industry field doesn't seem to be the right fit - since the choice lis...
We have many custom applications under CSM and we have 3 workspaces too. Few applications use CSM configurable workspace, but 2 apps for example "App1" use "App1 workspace" and "App2" uses "App2 workspace". When instance got upgraded to Yokohama the ...
Need assistance with a detailed solution. Our requirement is to fill a smart assessment form from the portal by uploading attachments that contain questions and answers. The Document Intelligence solution should extract the data from these attachment...
Does anyone know if it is possible to implement special handling notes with dynamic content. That is using a special handling note for a particular purpose without configuring a special handling note for every output. Example: We would like to us...
Hi everyone,I would like to test ServiceNow CRM and Service Operations Management (SOM) on a Personal Developer Instance (PDI) to get a realistic hands-on understanding of the capabilities.I’m looking for guidance on the following:Which plugins are m...
We've noticed an issue where certain users are being redirected to the Zoom Contact Center login page ('Callbar' UI Page) instead of returning to the previous ServiceNow page when they hit the "Back" or "Submit" button. This behavior started occurrin...
Hello, I'm getting the field value "Web" on "channel" field in case form how to remove this option but rest all options are working fine. checked the business rules, client scripts, Ui policies but not found anything related to WEB. Kindly help on th...
Hello,I’m looking to understand whether it is possible to allow external users interacting with the CSM Portal to use a reference variable within a service request to select from a list of users. Specifically, I am trying to determine if there is a s...
Hi,we have a use case, where we are having 10+plus languages and we have setup engagement messenger in 3rd party applications and we want to have the content, here it is related to CSM record producer want to translate in their respective languages. ...
Hi! Our agents are using sn_customerservice_agent role so they can create interaction, request and incidents as a 3rd person but, we need to limit their access so they can't access to the CMDB tables. I tried to "duplicate" the sn_customerservice_age...
Hello Community,We are currently designing a ServiceNow CSM data model for a payment processing company and would appreciate feedback from those who have implemented similar scenarios in production.Business ContextWe provide support services for merc...
