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 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...
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.
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 ...
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...
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...
