Resolved! Interview Question On CSM
I'm learning CSM module. I need interview question and scenario on CSM ?
Forum Posts
Case Type Selection not working in Configurable Workspace
Hello, I have created 2 case types and CAN select them in the original Agent Workspace, in a SAN DIEGO instance. However there is no option to select any configured type in the Configurable Workspace. I have checked the "Format for workspace" check ...
Resolved! snc_external users are not able access Virtual Agent
Hello I have created Virtual Agent and given role snc_external in the topic but when I impersonate with external user then I'm not able to access VA. How to fix this?
Truncated short description in a case
Hi,We have just moved over to configurable workspace and the short description seems to be cut off now. I have attached a screenshot of the old workspace and the configurable workspace. Is there a way we can fix this so the full short description is ...
Has anyone done a Sage integration with SN?
Sage Integration We have a customer who will be setting up a new instance of ServiceNow (Kingston). They want to integrate Sage into SN. I have searched around a bit and not found to much (anything). Has anyone done this before? I'd like to set it u...
Resolved! Need to create a Report on Assignment Rules Table?
Hello Everyone, So I have a requirement to create a report on Assignment Rules. Based on different conditions like Request Type and Country we are assigning to a specific Group. So Now we want to have visibility of all the conditions .. based on whic...
Document Intelligence and Email and case categorization
what is the different between Document Intelligence and Email and case categorization in Customer Service Management？
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...
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_...
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! Incident formview is always "Self Service", even after setting view "Default view" as default?
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...
Recordings and transcripts are not available on interaction record
Hello All, I have completed the Amazon Connect Setup on my instance. I am getting the transcript and sentiment analysis generated on the call analysis tab in workspace, but the same is not getting attached to the interaction record. The recording i...
