Please can someone advise - we have the same SLA criteria, however the opening hours are different on the Sunday. What is the best way to handle this - have a schedule with 2 different Schedule entries as in Mon - Sat & then Sun. We have set them u...
We are in the process of launch chat for customers via Engagement Messenger. we would like to control when the virtual agent offers connection to live agents for example M-F 8am to 5pm EST. 1) is it possible with a low code option? 2) if not where...
Hey all, I am trying to export a massive, 1 Million records to an Excel file (Contacts) and am running into an issue with how to do it. When I filtered down my list, I clicked Export and chose the .xlsx file format. I am then given a warning mentioni...
Hi,I want to change CSM/FSM Configurable Workspace response template search bar to be empty.What should I do?By the way, I referred to this knowledge, but it did not solve.https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1222717...
Virtual agent has hijacked all chat queue. We turned on the plug-in to play with it but we are not ready to implement it. Chats in our CSM chat queue automatically get answered by the virtual agent and the users have to select 'Contact Support' to ...
Getting error as FAILURE: Unable to run field values validation, g_form is not defined. A valid form must be open before validating values while running ATF.Can someone help me how to do this? Thanks in advance.
Hi team, We have multiple customers (like A, B, c, etc..). The maintenance change request has been opened for customer A, In the portal needs to display the message with change request details (such as change number, and description), and that mess...
Hi all,for the users who logged in first time to the instance I need to show some message on portal. how we can achieve this. can anyone have idea?Thanks
Hello,I have a requirement where we are triggering a notification sent to 'abc' and 'xyz. These two emails are currently added directly in the notification itself. However, the new requirement is to configure the email sender list differently. Specif...
Hello everyone. I'm working with the new Territory Planning Console in a Vancouver PDI, and it's slick. However, there is one feature that is not clear on how it should work or what should be expected - Geographies configured with Matching Attributes...
Hello!Have anyone yet implemented Industry model/Service Organizations in CSM? I am trying to implement it but having hard time. Can't really find the link between the Locations and much more. Any help is welcome.Thanks in advance!
Can anyone explain how can we integrate CSM and FSM together so they can both work together ?
Hi guys. When searching in CSM, similar words are searched.Is there a way to associate certain words so that when one word is searched, the other word does not appear in the search results? Thank you.
Currently there is a support team with approximately 100 canned responses they share from a Google doc and copy and paste to SN cases all day long. I know how to add them to SN as templates and know they can type in the search of the list to drill d...
Hi, I have an issue as when I click on a particular UI action in Agent workspace, its triggering to new window. My requirement is to when its clicked, it should open in new sub tab. In UI Action, Under Workspace client Script, I tried the below code...