Document Intelligence and Email and case categorization
what is the different between Document Intelligence and Email and case categorization in Customer Service Management？
Forum Posts
GlideSysAttachment Business rule not adding attachment
I have an inbound action which creates a request and child RITM. The inbound action runs on the sc_request table so by default the attachments get added to the request. I have created a BR which runs After insert on the sc_req_item table however I ca...
Change text link color via theme
I have created a custom theme for my workspace in ui builder and the requirement is to change the reference link text color in lists. Please help me find a way to identify the component and add in ux style.
Prediction Error in Task Intelligence Sentiment Analysis
Hi,We want to set up sentiment analysis for CSM. However when we try to train the task intelligence model getting the prediction error like below even we have setup correctly , added required roles and added data without empty fields for cases Does ...
Resolved! Combining Columns on Report Multi-Level Pivot Table
I have created the report pictured below. I need it be in the Multi-Level Pivot Table type and show the number of changes open grouped by month. Right now I am only able to group the changes by the Opened date. I have looked at other resources onlin...
Sensitive Information Masking in CSM Case (Workspace)
Hello dear community! I need your assistance once again, and I would greatly appreciate your thoughts and inputs. Let me start with the requirement:We are looking for a solution that allows our customer support agents to mask sensitive information. T...
whatsapp integration with flow designer
i am working on an integration with whatsapp , when an incident will be updated then a whatsapp messge will be triggerd to assigned to mobile number , for that i am using meta for developers whatsapp api , i have created a flow designer with rest s...
Scrum project setup in Servicenow
Hi everyone,I think I chose the wrong location to post as I could not find a location related to project management.I am a complete beginner in SNOW. My company is switching from Jira to SNOW. The IT department gave me access(scrum.admin) to the comp...
CSM Query Rules
Hello, does anyone use CSM Query rules? I am trying to use them and maybe I am doing something wrong. I want for sn_customerservice_agent role , to see only cases that re assigned to him(dynamically)First of all, property ‘sn_cs_queryrules.use_query_...
Updates to the Configuring Customer Service Management documentation
Based on research and direct customer outreach, we have implemented a new structure for the Configuring Customer Service Management section of the documentation that hopefully makes it easier to find what you want and get you where you’re going. ...
The link between primary and secondary incidents.
Hello, everyone. How can I ensure that updates (comments and status changes) on primary incidents are reflected in secondary incidents?
Sentiment analysis - Customer Service Management (CSM)
Hello folks, Have you ever wondered about knowing the mood of the customer that you are communicating with, that can be possible through the sentiment Analysis of task intelligence in customer service management.What is Sentiment analysis?->Sentiment...
Resolved! version upgrade
Hi Folks, How to upgrade a version in ServiceNow and what requirements there are?
Requesting about Now Assist
Hi All, I am new to this ServiceNow and want to know few things about Now Assist, Is Now Assist available for Utah version?If yes which version, should I use and how to use it? Can we create a chatbot using Now Assist? Is there any resource related...
KB - Report
Hi, Please, how can I create a report that show a specific Knowledge (KB) which does not have translated articles related to it Tks a lot
