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...
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...
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...
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_...
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. ...
Hello, everyone. How can I ensure that updates (comments and status changes) on primary incidents are reflected in secondary incidents?
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...
Hi Folks, How to upgrade a version in ServiceNow and what requirements there are?
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...
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
Hi, I am curious if it would be possible to send a group sms to a selected group of people that are listed as primary oncall for Major issues all at once, ie Send sms to DBANetworkingSecurityEngineering etc that are listed as primary oncall thanks
How can this issue be resolved if I choose caller "Sean Bonnet" and assignment group "CAB Approval" such that "Sean Bonnet" is not shown in the assign to field?
In ServiceNow, I want to connect virtual agent to a website to extract some information.For example, let's say the customer wants to know about the requirements of loan that exists on a website so if customer types "What are the requirements of loan"...
Hi all, My requirement is to redirect my record producer to a particular page based on the product selected. For example, If I select Apple as the product on the record producer - then it should redirect to the Apple page on submission.If I select Sa...
Hi there,For a colleague, Incidents are always opened in the "Self-Service" view.He can manually change this to the "Default view", but it returns after every new login.The funny thing is that I can't reproduce this problem. When I impersonate his ac...
