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
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...
How I can make short description to hyperlinks like Numbers
I would like to make this Short Description column also a hyperlink like the number column! Is there any solution? If so, please guide me on how to do it. You can provide links to relevant documentation if it cannot be accomplished directly.Thank you...
Email reply, reply all and forward buttons not visible on CSM/FSM workspace.
In csm/fsm workspace, an email is received in ServiceNow instance and it create a case, so this email does not have subject line and when i open this email in workspace their is no reply, reply all and forward buttons visible to me. How can i fix thi...
Workspace list doesnt show selected columns
Hi Team,I am working on specific defect from workspace module where if the no.of rows per page is changed from 20 to 50 or anything, "Assignment group" selected from list action goes off.Can you help on this Please.
Resolved! cannot create case from discussion/question in ServiceNow Communities Portal
Hello everyone, I am having issues with the Question to Case feature in ServiceNow Communities Application.According to our official documentation, we need to activate the Customer Service application and use the proxy_case_creator role to create a c...
Sentiment Analysis not working on Updated Cases
Hi,We have recently configured Sentiment Analysis for one of our customers and it is working when a new Case is created, but the Sentiments does not gets updated when Comments are added on Cases.Do you have any tips what could be missing?RegardsRicha
Scripted rest api returns null response
Hello,Scripted rest api returns null value with 200k status.I have a data within the interval but still I am getting null value in response. Response time is below 5sec.Can anyone help me with the possible reasons for this issue.Thanks in advance..
