Hi,We have created a knowledge base with several categories. What we are trying to achieve is to add a taxonomy called 'Knowledge' next to for e.g the IT taxonomy shown in the screenshot below. We would then like a child topic which is called 'Servic...
There is no edit button in relayed lists in agent workspace. We have only new button. How to add edit button in agent workspace
Hello,I wanted to add a custom field in the Activity log on incident table. But I am not able to find the Configure available fields button in the filter navigator list button. Is there any other way to add that custom field in the activity log list?...
Hi Community, I had researched a lot but didn't get any fruitful answer how to avoid creating Guest user Survey record. Finally, I found the solution and sharing with you all. Copy the below notification script and in your notification which is sendi...
Hi All,How to hide the phone icon in CSM workspace for particular group of users,even they had openframe role. Thanks,Sobitha
Hi Team, We have a requirement wherein if we select subcategory in case form, there is a a choice field called "Customer Requested", which should autopopulate if there is a single value based on the Sub category and should not be maually selected.
Hey all, I'm creating 4 holiday schedules for a company based in multiple countries. I have the schedules mostly configured, but wondered what people do for multi-day holidays. Some of these holidays for India specifically include Day after Pongal, D...
Hi, Service catalogs are not visible on the CSM Portal. I have removed the snc_external role. Although catalog item is not visible. Only Record producers are visible.Please help in this. Thanks,Samiksha
Hi,I need a help in advance condition in the notification.When a contact post additional comment then the email should trigger to Watch List user and when watch List person comment then additional comment notification should trigger to contact.I have...
こんにちは 以下の設定をアクティブにしたことで、メンション相手に対して通知メールを送信することができました。 通知メール内にメンションした際の作業メモの内容を追記して送信したいです。追記方法をご存じでしたらお教えください。 /now/nav/ui/classic/params/target/sysevent_email_action.do%3Fsys_id%3D150055909f021200d5f9b3e2957fcf23%26sysparm_record_list%3Dactive%253d...
こんにちは 作業メモについて質問させてください。作業メモで@でメンションした際に、メンションされたユーザーに通知マークの表示、もしくはメールの送信がされる設定を行いたいです。 どのように設定を行えば通知が行えるのでしょうか。 ご存じでしたらお教えください。
I need to know how many inbound and outbound messages have each interaction on virtual agent in order to calculate an average per interaction, totals and some data per service an so on, how can i achieve this?
Hi All, When a user change the state to Awaiting info the one more field awaiting info reason is selected as client action required but this field value is not cleared even after closing the ticket and this was seen only in a few cases. when I tried ...
Hi, In CSM, I'm trying to create a new record from the accounts table for special handling notes.I want to populate the reference record type = account and the name = the account that I'm on currently.I'm sending these values through url parameters t...
Hi Community,I have 2 questions.1. I need to change the case form layout in csm configurable workspace. Currently, there are few fields visible in the configurable workspace, which i don't want to show to agents. I need to remove those fields and add...
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