Hello Guys,In my personal developer instance when the CSM plugin is installed, there are 2 portals - CSM and CSP which are available in the portals list but somehow In my project instance only CSM portal is listed in the portals list.I am wondering h...
I create a Visual Task Dashboard (VTB) and i used the "Freeform Board" so that i could create my "Lane" with my own names. after creating the VTB i then created a Task.list and i added the criteria for the information i wanted to add to the VTB, whic...
Does anyone have any solid links to documentation or videos on how to configure and use the Related parties tab in Case records.During our implementation of CSM, we were told by our development partner that this could be used to add vendor contacts a...
Hi all, I have a requirement to auto-close the resolved cases after 5 business days. Currently, we are using a flow to auto-close the resolved case after 5 calendar days.I have added a condition to check if the resolved date is relative on/before 5 d...
I'm learning CSM module. I need interview question and scenario on CSM ?
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 ...
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?
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 ...
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...
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...
what is the different between Document Intelligence and Email and case categorization in Customer Service Management？
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...
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...
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_...
