Genesys Cloud Integration with servicenow
Hi AllHow do we know if a case has been reassigned from Genesys?ThanksPuja
Forum Posts
Guidance on Exploring AI Features in Developer Instance
Hello ServiceNow Community,I am currently working on learning and exploring ServiceNow, and I’m very interested in trying out the AI features such as Now Assist, AI Search, and other AI capabilities that ServiceNow offers.Since I am using a ServiceNo...
Granular rules, and responsibility framework
hi! I’m trying to set up granular roles in CSM. Creating a new responsibility definition is not a problem, but I can’t find a way to add access level, config on the related list to the responsibility definition. on day out of the box responsibility ...
Is it possible to add the stages to the upper part in CSM Workspace
Hi Guys,I'm new to CSM and I want to ask if the stages like in change management can be applied in CSM Configurable workspace and if yes is there any documentation that I can use for reference.Thanks in Advance!
CSM and Request Management assignments best practices
Hello folks, I need some good practices for setting up assignments in CSM with Request Management when 1 support team manages everything from Case to Request to Catalog Task. Customer have CSM, also they have a nice Service Catalog their clients use....
ServiceNow University India AI Skills Summit hyderabad
ServiceNow University India AI Skills Summit hyderabad ( In-person registration link to join in hyderabad)
CRM - One Click Showcase - Sell, Fulfill & Service using AI (Yokohama) - pre-demo steps guide
Hi! Is there anyone who has installed CRM - One Click Showcase - Sell, Fulfill & Service using AI (Yokohama) and could provide me with a copy of the pre-demo steps guide? When trying to download it I'm redirected to the old demohub login page which ...
Resolved! Right Learning resources
Hi community, I am new to ServiceNow and want to start my career in ServiceNow can someone guide me in the right direction? Where do I start, and how do I make good projects for real hands-on practice if someone recently learned ServiceNow and has a ...
Paras Hinduja Passport How does the Customer Service Portal work within the CSM framework?
Hi All, I'm Paras Hinduja, a passport expert dedicated to simplifying the passport application, renewal, and replacement process. Can anyone explain in detail how the Customer Service Portal works within the CSM framework? Thanks, Regards Paras Hind...
Resolved! Work with 3rd Party Support on a Case
The software we deliver and support is integrated with a number of different third party software products. There are times when our agents need to open a support ticket with the third party provider via email and link it to a case with our customer...
Contact Information Capture
We have our contacts within the SN carrier list. When we have a shipper onboard they are currently providing all of this information again (even for the carriers we already have in our system). I am trying to figure out a way that when the shipper pr...
Resolved! Include Currently Logged-In User's Name and Schedule in Content>>Body HTML in Email Client Template
TO: should be contact.emailCC: should include both the Assigned_to user and the currently logged-in user.If the assigned user and the currently logged-in user are the same, they should only be added once.This should be done in the Email Client Templa...
Engagement Messenger on a ServiceNow Portal
Hello everyone, Does anyone know if it's possible to display Engagement Messenger directly on a ServiceNow portal (for example, the standard SP portal or the CSM portal)?If so, how do I do this?Is there any special configuration required on the insta...
Configure customer activity tab in csm workspace
I want to configure customer activity tab in csm workspace in which i want to enable hyperlink for contact name and other highlighted names and also want to set a default filter which is highlighted by red box in the image. Has anyone implemented som...
Getting senders address from email after it is forwarded twice
Hello:Our operations team has a lot of email mailboxes and we are trying to get them into ServiceNow. As we cannot read all the mailboxes I was thinking I could setup one mailbox into which emails from the other mailboxes can be forwarded, and Servic...
