Showing Reports or Dashboard in Playbook
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 !!
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Decision table not triggering Subflow - Service Order Fulfilment Policy - Order Management
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...
What is the difference between Action Status Automation and Case Action Status?
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...
Can we create multiple incident from case?
We have requirements to create multiple case from incident. Can we do that and how?
Resolved! Paralell activities in playbook
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 ...
Who is a customer versus a consumer versus a user?
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...
What data model to consider to configure a CSM portal for parent and student persona for a school
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...
Playbook not visible on CSM/FSM configurable workspace
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 ...
Error Page
on ServiceNow after filling in login credentials I am redirected to an error page before I'm taken to the landing page.
Do not create a chat conversation if message is empty
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?
Change the timestamp from 1 day ago to datetime (yyyy/mm/dd 11:11:11) in the csm portal activity tab
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...
Playbook tab not visible on CSM/FSM Configurable workspace
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.
Resolved! What role needed to access Country table in complaint form by internal users ?
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
Resolved! What role can be used to view all Assets from CSM Portal by a non customer contact
Hi, We are using Complaints Module for internal users to create complaints on behalf of Customers. So what role can be used to access Assets (Search and choose using Reference field in form) by internal users who are not part of Customer Contacts. R...
Can a business rule be de-activated within a Flow?
Just wondering if it's possible to de-activate/activate a business rule within a Flow. I assume that I'd have to build out a flow action and call it within a flow, I just wanted to know if it's possible, and bonus, if someone has done it already? Tha...
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