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...
I would like to create a report for counting the number of comments and work notes a user has created in Cases at a certain period of time. Is this possible? If not, is there a workaround where I can export all the list of work notes and comments in ...
Customer service leaders have spoken, confirming the power of ServiceNow’s innovative customer service management solution. We’re delighted that G2 has recognized ServiceNow® Customer Service Management as a Leader in 19 categories, including: O...
I have a CSM related portal page and there i have some list view i want to add the field in list view of portal and also wrap one field on portal list view how to do that
Hi All, We are currently looking to implement Document Intelligence and are wondering if we would be able using Flow Designer and the information from the source table, to create two different records based one document. We basically get a large PDF ...
I would like to work with AmazonConnect and chat with other Agents in Agent Workspace when a call comes in.I don't think connect chat is available in Agent Workspace, but does anyone know of any alternatives?
Hi All, In the entitlement I have chosen unit type as Hours and I need to deduct the timeworked on case from the total units and reflect the remaining total time in remaining units field on the entitlement. Do we have any OOB code or functionality ex...
Hello- I am a bit confused with how to set up Guided Decisions. Creating a virtual agent decision tree, with the virtual agent designer, was very straightforward. I am not sure how the decision trees, decision tree nodes, guidances, etc. work togethe...
Hi Team,can you give me instructions on how to set up an email address in ServiceNow and set it up via office 365 with oauth 2.0. Feel free to send links or videos.BR
Hi all,This guide (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-sheet/ds-customer-service-management.pdf) gives a very good overview of what's included in which package, but I'm left with a list ...
Hello, We're are facing the following issue while implementing (or using) the AQI Checklist functionality on our Knowledge Base: - We have round about 700 published Knowledge Article plus 450 still in the pblishing process - We would like to AUTOMATI...
Hello everyone, I want to add a button in email notifications which will act as a link and after clicking on it, it will redirect the user to a related record.Currently, I've added <button>${URI_REF}</button> in the source code. The button displays...
The "Select a search resource" menu has a couple of options more than I need. The Docs page on the subject reads, "Additional Resources—Tables that can be queried. You cannot add to these. You can see the full list by navigating to Contextual Search...
Hi Team,I have requirement to show the Special Handling Notes configured for the selected "Account" when we are changing the Account field with the same OOB format.I have copied the OOB script and modified as per my requirement. It is working now in ...