Hi Community,I'm working with Customer Service Management (CSM) and noticed the Customer Information and Customer History tabs on a Case record in Workspace (screenshots attached).The Customer Information tab displays several customer-related compone...
We are designing a ServiceNow architecture for a university environment with two main personas:StudentsStaff membersThe current requirement is:Students will use a Business / CSM portal.Staff members will use Employee Center.Both students and staff sh...
Hi, I have created a Service Definition in ServiceNow CSM. I also created a custom Case Type using the platform’s Table feature.However, when I create or update the Service Definition and select the custom Case Type table, the Case Type field remains...
I want to add a condition using a script to Search Sources of AI Search.If you know how to add it, please let me know.
I have set the default font and size for creating a Knowledge article to Arial 12 in both Article body and Restricted text. When choosing "Create an Article" or "Create New", the default font in the Article body and Restricted tex shows as Arial 12 ...
I am having issues configuring customer central in CSM configurable workspace. The customer activity tab on the interaction record is not populating with any data despite my best efforts. I have tried modifying some of the customer central settings a...
Hi all,Can you help me to know why there is no Case, Interaction records are visible in my CSM Workspace at Customer Activity Tab.Below are some screen shots related to that. As you can see there are 3 records for Consumer "Gilly Parker" in Customer ...
Currently there are multiple mailboxes are receiving emails from the clients for different purpose and getting forwarded to SNOW for case creation creating difficult challengesCurrent Challenges The existing RPA-driven process is complex, difficult t...
Hello, When using inbound email actions for Case creation we can use email addresses with suffix like "+teama", "+teamb", "+hr" so it looks like this <instance_name>+teama@service-now.com, <instance_name>+teamb@service-now.com, <instance_name>+hr@...
I have created a custom field with name "ABC" on Controls Objective table which is a parent table. Now, I wanted that field to be visible on Control Table as well which is a child table. I tried to pull out the field from Control table form layout, ...
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...
I have created an order guide for all Network Equipment's. When I try to go through the request via Sourcing Request task and choose purchase option for all the requested items keeping same Destination Stockroom and Vendor values then sometimes multi...
Hi All,We are recently working on a migration to CSM/FSM Workspace for our Sales & Operations. Topic: Approvals for Quotes under the Opportunities.After creating a quote by a Sales Rep role user, we have observed that Sales Reps are able to navigate ...
Hi Team, We use both CSM and ITSM and need a way to search and view all associated records, including Cases, Incidents, and Problems, for a given Account. What would be the best approach to achieve this? we wanted have a list in workspace with all th...
Hello ,We have a requirement to display Announcements in the notification bell icon section of the Employee Center (ESC) Portal instead of the notifications.Could you please provide your suggestions or recommended approach for implementing this funct...
