Good day all. My teams are working on researching ways to automate and/or streamline case reviews for Quality Assurance to ensure that agents are routing cases properly and getting the end users their answers kindly, correctly, and quickly. Ideally ...
Hello ServiceNow Community,We are working with ServiceNow Customer Service Management (CSM) in a domain-separated environment and need guidance on automatically assigning Cases to the appropriate domain.EnvironmentFor illustration, assume the followi...
I have enabled SAM Pro and I am currently ingesting the entitlements and installation data into the instance. I am looking for the best practices as we are trying to generate a software N-1 compliance report out of ServiceNow. Is there any OOTB optio...
Hi All, We have a requirement for creating a custom button named 'Do It Later' use of this button is to move to next activity without changing current activity state. I have created a Activity Action named 'Do It Later' and made it as Client Action a...
We have a requirement for an external CSM user to view Incident (incident) records associated with their customer account through a report/list on the CSM portal.The users only need read-only visibility to the appropriate Incident information. They w...
In CSP Portal, As shown in image6, i searched with name vendor in how can we help search bar. then a page is opening with home->search as shown in image8 .Now that particular home->search page is not visible when i impersonated to user with sn_custom...
Hi All,I have a requirement where an inbound email triggers a flow to create an HSPII record. The system then looks up the HSPII data and anonymizes the email content if it matches a predefined pattern.Based on a Decision Table, if the sender’s busin...
Hi,my organization uses Customer Project management (com.snc.csm_ppm) to handle projects.For a customer "C", both internal consultants as well as external consultants from a Vendor V can work on the same customer project.When a "V consultant" (from t...
Hi everyone,I have an query. I've been trying to figure out from 2 days but couldn't able to(may be because I'm new to SNOW). In the attached screen for the search results which are tagged as Knowledge doesn't have Category while there's category for...
Hi Community,We are using the ServiceNow Business Portal (CSM) for external customers and have a question about the recommended password-reset process.Current configuration:Password Reset Process: Default Self ServiceCredential Store: Local ServiceNo...
Hi,I am trying to set up Security Center in my PDI. I can see that the Security Center plugin is already installed.However, I am unable to find the sn_svc roles in the instance. Since I need to perform an end-to-end Security Center implementation for...
How does Workflow Data Fabric enable data-driven decision-making across enterprise workflows and improve self-service adoption? Any use case
Need assistance with a detailed solution. Our requirement is to fill a smart assessment form from the portal by uploading attachments that contain questions and answers. The Document Intelligence solution should extract the data from these attachment...
Hi Experts, I am trying to create a custom responsibility to provide different access to contacts based on a condition. For ex: case editor - should get access to read and write when certain conditions are fulfilled . case reader - should get access ...
In a greenfield out-of-the-box ServiceNow CSM implementation there is no Description field, only a Short Description field, on the CSM Case form. Is this intentional, and would it be considered best practice to add the Description field or not? Of co...
