Hello Community, Can Agents and CSM Managers create knowledge articles from Community questions? I've done quite a bit of research on this, but I'm finding conflicting answers. It appears that creating knowledge articles from Community Questions typi...
how to fetch sysid of current record?
I have some agents who would like to track the number of case resolutions that are accepted/rejected by the ir customers. Is there a specific CSM field that stores this information? Can it be audited? Based on the documentation I've seen it looks lik...
I am working on a functionality where notification will be sent when case is assigned to an assigned group, it will contain link to the case. For this email template is used where ${URI_REF} is not working. Please suggests if there are any workaround...
When a customer is submitting negative feedback on a knowledge article, it shows him it was successfully submitted in the CSM portal but no feedback task is created for the article.Could anyone help me with this?
I have to create a report about the Average Handling Time(AHT) where, total talk time, total hold time, and total after-call tasks. Then, divide by the total number of calls – that figure represents your average handle time. Formula: AHT = (Talk Time...
Hi, I want to add clickable link on RITM and Task forms.1. Created read-only HTML type variable but it is coming in box with -/+ signs and white box, is there any way to remove it?2. Tried URL type variable, but it is not clickable on the backend for...
Hi.Please tell me how to use the SN_CSM_EC.onLogin() and SN_CSM_EC.onLogout() for SAML.
Hi All, I am facing issue in Google indexing the Public portal URL of knowledge articles. We have a requirement to make our public portal knowledge articles accessible from google but i am not able to achieve it even we have added robots.txt file an...
Hi, We have the following use case:There are quite a few accounts in the hierarchy, three levels deep (international corporation).The contract that governs SLAs is signed with the global corporation i.e. with the top-level account.Cases can be raised...
Hi All, I just completed my ServiceNow Implementation Specialist Certification in CSM, and just like others, I found it really tough to find study materials for this exam both in Community and DOCS.So, I got some documents for preparation of the exam...
Hi, I am looking for a way to filter the 'My Team's Work' table on the CSM Workspace landing page in such as way that tasks assigned to "me" are NOT displayed as they are already on "My work" list. There is a filter option 'IS (Dynamic)' that allows ...
Hi All, Can we implement computer telephony integration without enabling CSM(customer service management) module in instance. Is there any possibility to use CTI for incident management in ITSM module? Please help on the above question with some sugg...
For Agent chat I have created a new presence status "In Conversation", this has come through to the CSM/FSM workspace and users can select this, we wanted this to auto update so I have created a flow that updates the agents presence status when the C...
