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 ...
Hi everyone, We recently installed CSM on our TEST instance. And from what I could read and analyze myself, a LOT of new ACLs got installed with it. The issue I'm facing is that the roles "asset" and "sam" (which together should give also access to ...
Please does anyone know how I can pass 'Contact Email' and 'Account ID' into customer survey link that goes out to customers after a case has been resolved? This link will be in the case resolved email notification to customers, just need to pass the...
Please do anyone know how I can change text color of these widgets on top banner to black color or CSM Portal
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.
I have 5 fields with values on the form and I need a button on case form , when I click that button , an excel sheet with the fields name and values should be generated and get downloaded.Fields name should be bold.Fields value should be normal text.
I have a catalog form which is used to deactivate groups. So whenever I submit request to deactivate groups I need to update open records(incidents,request,task etc.,) assigned to group in the RITM Notes and close RITM by sending notification to req...
Please can anyone help on how I can remove knowledge base option from search when test is typed in search on csm portal?
I want to retrieve the latest 10 records of case table
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...
Hi, I have a requirement to add multiple checklist to a Record at a different states of an Incident. Currently, to add a new checklist to an Incident at In Progress state, I need to delete the Checklist I had added during the New state of the Incide...
We have a requirement that certain KB articles should be mandatory to read and the reading of these articles must be confirmed by the agent. This confirmation must be also available for reporting. Is there an out of the box functionality that could b...
A customer has a requirement to essentially have a register of external users, similar to Outlook Contacts. Meaning users who can't log on and don't need to log on. But they should belong to an Account/Company.So their idea was to use the csm_consume...
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