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...
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 ...
