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...
We have requirements to create multiple case from incident. Can we do that and how?
I'm using Process Automation designer to create a Playbook for CSM and I'm trying to have 2 activities happen at the same time in a lane. That was achieved by using "Start rule = After Previous" in one of them and "Start rule = With Previous" on the ...
I'm trying to understand the differences between customers, consumers, and users, and when each of these entities is the correct to use within a given situation. We are community college and we have CSM implemented in our environment. The third-party...
Situation is the organization is a school with multiple locations. they want to implement a CSM portal for case intake. Each parent or student is mapped to a location and the support group giving customer services could be central team or local schoo...
Hi Everyone I am trying to Integrate a playbook built via PAD on CSM/FSM configurable workspace, however I can see the playbook when did on some dev instance of client, however, I am unable to achieve it when done on my PDI. Is there any limitation ...
on ServiceNow after filling in login credentials I am redirected to an error page before I'm taken to the landing page.
We start a conversation when the customer sends us a message with the virtual agent and then the live agent follows. Now it happens that we receive empty message requests, how can we block these so that no conversation starts at all?
Hi All,I am trying to change the timestamp from 1 day ago to datetime (yyyy/mm/dd 11:11:11) in the csm portal activity tab.I changed in the CSM Standard Ticket Conversation widget but created on is showing for all the comments.Please help in this.Tha...
Hi All, I am creating Playbook using PAD, however, afterwards trying to add that Playbook the CSM/FSM configurable workspace, however, unable to achieve the same.
Hi, We are using Complaints Module for internal users to create complaints on behalf of Customers. So what role can be used to access Country(snc_country) from complaint form by internal users who are not part of Customer Contacts. RegardsKK
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