are there any CSM roles in the system which allows customer admins to only work as agents on their cases.So basically just like itil or agent role for only for their accounts.Because unless you have sn_customerservice_agent role you cannot see the wo...
Hello, I need help with the checkout issue that I am facing in one of my workflows. Though I have published the workflow, but it still shows that I have checked it out, can someone please advise on how to go about this?
Hi all, I am trying to use sentiment analysis and followed all the steps on the docs below, but struggling to show sentiment information on csm workspace.Configure Sentiment Analysis (servicenow.com) are there any other configs that are required in o...
Hi, In record producer, I want to make ‘attach file’ as mandatory when claim damage request is selected as ‘Yes’. Regards,Sanju
I want to make field visible :when user is viewing any recordwhen user is editing any record(service portal>record producer)
Hi All,I am trying to search a keyword in filter search, while i am searching an keyword in filter search, it is checking all the key, values in JSON. I want to search the keyword only in Order_ID, not all in the below JSON.Could anyone help me on th...
Please tell me the differences between Case VS Case Escalation（or Account Escalation） in CSM.I am learning the CSME course now. And today I know a new function called "Escalation".I feel confused. I can not find the differences between Case VS Case E...
Hi All,Currently i am facing a challenge in displaying the short description in a single line(not multiple lines/limited words).So the requirement is to show the short description in single line in list view. Native UI - Updated override attributes n...
Hi, I have a requirement that when a consumer successfully registered their account and prompted an email to change password, when they open it via the mobile device and Submit, they were redirected to the native view of Mobile. We want them to be r...
Hello Members, When we open an interaction in the CSM workspace, there is no activity section on it also work-notes are not available on it.Logically this does not make sense to me.Consider a scenario, a customer calls the agent, where will the agent...
I have a lab instance for CSM (Customer Service Management). The Lab 01 states that download the required files from the KB. But there is no KB article to download the files. Below are screenshots of the Lab 01 pdf file. I had also send email to nowl...
I have widget "Data Table from Instance Definition" on CSM portal.I have added filter as "Sys_id is one of javascript:new global.caseManagmentUtils().getMyCase();" Script include is fetching sys_id of records.Customer user have access to case t...
HI Team, Can we show reports or a dashboard in the playbook for the agents to use, like we have "show article" activity? Please help !!
Service Order Fulfilment Policy (OOTB Decision table), is not triggering any subflows if the service order are created manually. But if the service orders is decomposed via system, then the decision table is triggering the flow as expected.instance r...
My team is interested in possibly adding Action Status to a project. However, while researching the project, I noticed a number of things that have given me pause: There seem to be two different features with "Action Status" as part of the name. Thes...
