Resolved! I want to improve my search results
Hi guys. When searching in CSM, similar words are searched.Is there a way to associate certain words so that when one word is searched, the other word does not appear in the search results? Thank you.
Forum Posts
Quick messages/email templates
Currently there is a support team with approximately 100 canned responses they share from a Google doc and copy and paste to SN cases all day long. I know how to add them to SN as templates and know they can type in the search of the list to drill d...
Agent Workspace - How to open a UI action in a sub tab instead of new window
Hi, I have an issue as when I click on a particular UI action in Agent workspace, its triggering to new window. My requirement is to when its clicked, it should open in new sub tab. In UI Action, Under Workspace client Script, I tried the below code...
Resolved! Document Viewer in CSM/FSM Workspace
Hey all, I am having troubling in enabling document viewer for service agents to use in the CSM/FSM workspace on opened record. They are unable to view it. I have installed the Document Viewer.I have tried adding the use document viewer attribute to ...
Related Content (Contextual Search) for Record producer does not give expected results
We have a requirement to limit the knowledge articles Related Content (Contextual Search) suggestions to product selected on Case creation Record Producer form. Knowledge Bases are created for each product. The related content should show articles on...
Resolved! Add options to related search
Please does anyone know how I can add more opens to this related search on the form?
Resolved! Missing 'Type your message here' in activity stream
Hi all, in customer service we have lost the 'type your message here' widget in the activity stream. It still exists for folks on the incident side, but 'cases' do not have it. Is there a place to start looking to restore that functionality so end us...
How to automatically refresh/reload list of Response Templates in Workspace?
Hi Community, I hope to get some help with Response Templates in the Contextual Side panel, on the CSM/FSM Configurable Workspace. I have so far been unable to solve this requirement. What we need is an automatic refresh/reload of the list of Respons...
Walk-up Experience - sn_walkup.walkup_login issues
My team has inherited support of a project surrounding the Walk-up Experience product that was initially set up by a contracted team almost two years ago. Thankfully the product is, for the most part, fully built and ready for use, but the agency it ...
How to add comma seperated list as option in a Choice type field?
Hello,I am getting a list like ( a, b, c, d, e, f) from GlideAjax in Client script response. If I wanted to add all these options in a choice type field. How will I do that?This is the script I am using, but it's not adding the options. I had checked...
Resolved! g_form.getValue is not working
Hello, I have written this client script on catalog variable set.function onChange(control, oldValue, newValue, isLoading) { var at = g_form.getValue('type');console.log('test12 ' + at);if(at == 'Modify Existing'){g_form.showFieldMsg('type' , 'Your ...
Need to add columns in list view of Report/PA widget which is showing on Home page in Agentworkspace
Hi, I want to change the list of view of Report/PA widget which is showing on Home page in Agent workspace. Please find the below images of Home page and list view which need configure. Currently, in list, it just showing number column but need to ad...
How do you stop a footer from riding up on the Service Portal Login Page
I created a footer for our Service Portal. Its rather large so I have the Fixed Footer turned off on the Theme. The problem occurs before a user logs into the portal, the footer rides up to be just under the portion of the visible text because the c...
Resolved! Update Data Source
How do I update an existing Data Source There seems to be no option.Here is the screenshot that I am trying to edit.
CSM: Virtual Agent given links open up in "/csp" instead of "/csm"
Hello all,We are facing some issues in virtual agent provided knowledge article link redirection.CSM: If a Customer Contact asks Virtual Agent for some query, then KB article links provided by VA open up in "/csp" instead of "/csm", even after config...
