I have done all the setup for virtual agent by installing plugin and assigning role to user to make chat setup. It is coming fine in portal end, but in agent workspace setup I am unable to see Inbox module on my left hand side. Please let me know how...
Hi, we are working on SLA related to task , when the parent case state is awaiting info we need to set the SLA for related case task to 'Paused' state. since only the case record is getting updated with the state the SLA for case task remains unchang...
For a new implementation of customer service - foundation data as the first application module to implement. Isn't it better to import the data , in production and then clone it to lower sub production instances . Any issues or suggestions
Out of the box, ACLs for CSM are configured in a way that external users with minimal roles like (sn_esm_user or sn_customerservice.customer) can still access many of the backend UI pages.Here is an example of an ACL allowing users with the sn_esm_us...
Hii, Where we can find chat transcript download button script in service now.
When a user is clicking a url from external application then it should redirect to a catalog item in servicenow with short description 'SAP' I tried passing paramenters as below but its not working . Can anyone helo me pleasehttps://{INSTANCE NAME}....
We have two identical catalog item in a service portal. We have to Hide one of dropdown choice from one single catalog item, we use below client script but it didn't work. Please provide some relevant solution for hiding the choice. Please find the b...
Hi Experts, Please someone can help with some details on B2C Vs B2B2C data model for CSM. If you have some use cases which can help in selecting the correct approach. Regards,Uzzawal
Hi All,I have a requirement from a client, to be able to have a 'Add to Watchlist' button on all open Case forms. When this button is clicked, it should display list of contacts belonging to that case account and user should be able to select the req...
Hi, I'm configuring mail notification, which is sent from CSM configurable workspace, when agent posts comment to case. I'm configuring OOB email template related to this: "case.commented.for.consumer", also OOB notification related to this: "comment...
Hi All, I would like to know if there is a way to fully customize the existing engagement messenger module. The guided setup only offers limited customization. Is there a way for me to create my own theme and build the chat appearance from the ground...
I have a use case where a client needs to support both internal (users with ServiceNow user records) and external users (users that do not have ServiceNow user records) for CSM cases. This is a migration of a non-IT support help desk from a legacy t...
Hi everyone, I need to create a performance report for my team but i am facing issue while finding FCR (First Contact Resolution) percentage for each employee. I am able to fetch total number of FCR tickets but to calculate the percentage, I need tot...
Hi all, I'm working on setting up advanced work assignments to route chat to an agent based on skill. I set up the agent assignment rules to enforce mandatory skills but I'm not sure how to update the "How can I help you?" record producer for a user ...
We have a requirement from the customer to allow all the contacts with just the "sn_customerservice.customer" role to see all the other contacts from own account, so that they can report cases on behalf of each other. I understand that this can be a...