As the title says: I'm trying to figure out how to circumvent Consumers needing to 'register' for the CSM portal. By what I've read, the difference between the Consumers and Consumer Users is primarily 'registered' or 'not'. I'm attempting to avoid r...
This is for the SOM Team - Business Portal Functionality. I am trying to enable the Business Portal for SOM Functions - catalog/quote/order/ordercase etc. I am getting a 404 error when i try to 'check out' from the shopping cart or request a quote....
Hello Community,could you please help me with a awa query.I have configured a working model under **Advanced Work Assignment (AWA)** in our **Dev** environment where cases are being assigned based on **skills** using **Skill Determination Rules**.How...
we need 2 portals one for internal and 2nd for external users, i know CSM can help to achieve this, any process / documentation would help? please advise.
Hi Everyone,I want to change the state On Hold to Work in progress when customer replies to an interaction form. I am facing a challenge here. There is no Additional comments or work notes got update when customer replies. How to achieve this?Your so...
Experts, I have recently started looking into CSM capability. While going through the location to customer account relationship, the location field on the 'Account Addresses' (account_address_relationship) is not showing any location references . On ...
Hi together, We want to start with Advanced Work Assignment soon and have different Presence States and Service Channels for this. For example: Presence State AvailableAnd below that the Service Channels: Requests-A, Requests-B and Requests-C The pro...
I wanted to create a scoped version of Contextual Search in Virtual Agent. Here's how I did it. Hopefully this helps someone. Change scope to ITSM Virtual Agent ConversationsDuplicate Contextual Search topic blockIn VA Designer, open the topic block ...
Hi All,I have a requirement to replace the standard Contact field with a custom table–based user reference on the Case form only. Before proceeding, I would like to understand the potential challenges and risks involved. I have listed a few based on ...
Hi all In CSM Configurable Workspace, I have a landing page with a pivot table. The 'State' field is defined as a column. I want to show the column headers even when there are no cases in that specific state. Has anyone encountered this issue before ...
Hello Community, What's the best approach to modify the currency type for the currency fields without touching the global currency table, and this should work in platform UI and workspace I created the client scripts with (addoption/remove option...
Service Bridge: How do we set session user in remote catalog variable (remote choice definition). As a provider we have create remote catalog for consumer with variable Requested For (type as remote choice definition on contact table) and published. ...
Problem Statement:The Open Hierarchy Icon should be accessible on the Account field within the Case form, retrieving data from the Name field on the Account form in CSM/FSM Workspace. Topics covered: Field decorators in Workspace and UI Macros Introd...
We are using CSM Workspace as well as Manager Workspace [WFO] in our instance.We want to have Landing page of CSM Workspace as Home page for Agents and WFO Manager workspace landing page as home page for Managers. How can we do it?
The requirement is to provide real‑time tracking of field agents’ locations and maintain a historical log of all locations visited by each agent. This location history should be stored securely and made available for integration with external systems...