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 ...
Hi All, I have a below requirement: Need to be able to block certain email addresses and/or Domains to not create a case or reply to customer.Need to be able to block certain keywords (in subject or email body) to not create a case or reply to custom...
I have two fields one is height and another is weight. Height should only accept two numbers i.e one number before decimal and another is after decimal if not it should show some error. Wight should only accept three numbers i.e two numbers before d...
In the standard UI you can right-click the record header and choose History > Calendar (assuming you have the correct role). Can the history calendar can be made available in the Customer Service Agent Workspace? We are about to implement CSM and ...
I have created record producer on portal to raise csm ticket. On load of form I'm getting error as Failed to initialize plugin: codesample PFA screenshots. Can anyone help me to resolve this ? @Ankur Bawiskar
Case made by contact 1 should be visible to other contacts on portal how to achieve this pls help.
Hi Team, Can someone help me with the best practices on fix scripts & Scheduled Jobs? Regards, Alok sahu
