Hi, The use case is as follows:When a customer raises a case, an SLA clock startsIf Tier 1 agents cannot resolve a case, they raise an incident that is then worked on by Tier 2For Tier 2 agents to understand what the situation with the SLA clock from...
Hi Team I want to update the branding for virtual agent unable to add image instead of text can any one help me what I am missing guide me please Please refer the virtual agent chat I uploaded image but its showing some text I want Image should be u...
I need to create a download link for the Service Portal. The file is an Excel spreadsheet. I created the link in the Portal using the 'rich text label' variable, then added the link '/sys_attachment.do?sys_id='SYS_ID_FROM_SYS_ATTACHMENT' to this vari...
Hi there We want to implement the time card plugin which is included in CSM Licence. For the Default time sheet policy, we can set the flags Auto create time card on planned task updateAuto fill time card with time worked entriesIf checked and the us...
Hello experts, I wrote a On edit client script which is working but apparently there is another script which runs after my script which causes changes to rollback. In my experiences with other products, I could run the transaction in a debug mode to ...
hi everyone, i‘d like to implement direct user creation by customer admins. The OOTB process relies on the companies registration code and requires a self registration. In addition to this we want the customer admins to directly create contacts via t...
Hello, I am looking to get a list collector field added to the published knowledge article view and am unsure how to add it. It shows in the view when editing an article but not when view it after its been published. Any help would be appreciated. Th...
HI everyboy, We are currently on Utah but will be upgrading to Washington soon. We are using CSM and ITSM integration and give our customers in the CSM Portal the option to view a few articles in a knowledge base. One type of articles are Tool Descri...
Hi,Employees log-in to Employee Center and create an incident from our service catalog.Right after having created the incident record, the widget shows the Actions drop-down menu with the option "Resolve". The logged-on user is an end-user employee w...
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...