Hi everyone, from the backend the agent can attach kb articles from releated search results, but the same agent can't attach it from the agent worksapce agent assist function: Its keep loading and nothing happens, but I guess he has all roles. Whe...
I have a subflow that creates a record using "Create Record" action. Unfortunately this subflow does not have any output variables. I am trying to get the sys_id of the record created by this flow so I can use it in a reference field down the track. ...
Hi All,I’m trying to create a Virtual Agent topic where the user enters a query, and the system uses LLM capabilities to find and show relevant Knowledge Base articles.LLM is already available in the instance.What is the correct approach to achieve t...
Hello there. . . Team can someone help me by guiding me or telling me what is the learning path on the platform to become a Customer Success Manager? What courses should one take, is there any order and what are the ones that are certified or micro...
We have three service channels configured in the Available presence state, and I would like Call and Chat to be automatically selected when agents set their status to Available in Workspace.
Morning, on the Service Portal (playbook form) the date field displays as yyyy-MM-dd even though in the Core UI, dates show correctly as dd-MM-yyyy. The system property date format is set up as dd-MM-yyyy. What is the supported way to make the portal...
I need to create a filter that takes the logged-in user in the variable set (it will always be a manager) and only displays users who have the logged-in user as their manager in the employee name field. The employee name field is a reference type for...
Hi Community,We have registered app in azure and done set up as per Setting up Azure DevOps OAuth 2.0 credentialI tested the connection using Get OAuth Token UI action and we are getting token also. However I am facing issue as shown below Outbound -...
Hi Folks: Would greatly appreciate a few more details on the purpose and relationships between installed base items, sold product, and installed product. Why, for example do we need installed product? Could installed base item instead just referenc...
How can we allow a user to comment on open cases without assigning any role?Is it possible to achieve this using an Access Control Rule (ACL)? If yes, could you explain how?
When case is created in Customer Portal. I need a copy case functionality. When user clicks the Copy case in the customer portal then the selected fields values should be auto populated to Case creation form in customer portal. So that user can dupli...
Hi, Could somebody please provide the roadmap for the CSM Test.Requesting to please provide the resources and courses needed to prepare, Udemy courses, and any dumps for current Yokohama would be greatly appreciated.If somebody has given in recent 1-...
Hi,we use Google translate for translating for instance additional comments, as we have a multi language presence, but it looks like it only works so far for users with snc_internal role, is there a way to enable this also for customers? (snc_externa...
We just recently changed all the email/user names in all of our systems, including ServiceNow. When we changed the user name, the Workspace the 'My Lists' section apparently is tied to the old user name behind the scenes, because all of those lists ...
Came across an interesting challenge the other day and wanted to see if folks here know what I did incorrectly in setting this up. In Vancouver (just for clarity). I have at least one Case where it had an incident linked to it, as well as another Cas...
