B2C Vs B2B2C - CSM data model
Hi Experts, Please someone can help with some details on B2C Vs B2B2C data model for CSM. If you have some use cases which can help in selecting the correct approach. Regards,Uzzawal
Forum Posts
Customer "My Lists" in CSM portal
A customer with "sn_customerservice.customer" role is not able to view "My lists" in CSM portal.When customer clicks on "My lists" on CSM portal it shows "Sorry, the page you requested was not found."
Create a 'Add to Watchlist' button on an open case form, so that the customer can add other contacts
Hi All,I have a requirement from a client, to be able to have a 'Add to Watchlist' button on all open Case forms. When this button is clicked, it should display list of contacts belonging to that case account and user should be able to select the req...
Resolved! How to disable "Unsubscribe" & "Notification Preferences" hyperlinks from mail notification footer?
Hi, I'm configuring mail notification, which is sent from CSM configurable workspace, when agent posts comment to case. I'm configuring OOB email template related to this: "case.commented.for.consumer", also OOB notification related to this: "comment...
Resolved! Engagement Messenger Customization
Hi All, I would like to know if there is a way to fully customize the existing engagement messenger module. The guided setup only offers limited customization. Is there a way for me to create my own theme and build the chat appearance from the ground...
CSM Using B2C Consumer for both Internal and external users
I have a use case where a client needs to support both internal (users with ServiceNow user records) and external users (users that do not have ServiceNow user records) for CSM cases. This is a migration of a non-IT support help desk from a legacy t...
Unable to calculate FCR percentage
Hi everyone, I need to create a performance report for my team but i am facing issue while finding FCR (First Contact Resolution) percentage for each employee. I am able to fetch total number of FCR tickets but to calculate the percentage, I need tot...
Resolved! Fetch 1st Date and last date of the current month
Hi All,I need to fetch 1st date and last date of the current month and set it to fields "start_date" and "end_date" field of the entitlement.Can anyone help me on the code for the same.Thanks,Jaydee
Resolved! How do I add required skills to chat?
Hi all, I'm working on setting up advanced work assignments to route chat to an agent based on skill. I set up the agent assignment rules to enforce mandatory skills but I'm not sure how to update the "How can I help you?" record producer for a user ...
Create extension point for CSQueryBRUtilOOBConstants
Hi All,I am working on a use case to provide access to customers belong to same account. However, due to OOB conditions the query BR is restricting access. I tried to follow the article but couldn't understand about how to create extension point as O...
Resolved! sn_customerservice.customer visibility on all the contacts from own company
We have a requirement from the customer to allow all the contacts with just the "sn_customerservice.customer" role to see all the other contacts from own account, so that they can report cases on behalf of each other. I understand that this can be a...
Report to count number of comments and worknotes per user in Customer Service>Case
I would like to create a report for counting the number of comments and work notes a user has created in Cases at a certain period of time. Is this possible? If not, is there a workaround where I can export all the list of work notes and comments in ...
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  Customer service leaders have spoken, confirming the power of ServiceNow’s innovative customer service management solution. We’re delighted that G2 has recognized ServiceNow® Customer Service Management as a Leader in 19 categories, including: O...
Configuring component in contextual side panel in workspace?
I want to configure component in a contextual side panel so that user able to search for existed records in corresponding table? Any Idea.......
csm configurable workspace landing page
Hi,i have a requirement to show a performance report (daily assigned cases to my team) in the CSM configurable workspace landing page. There exist a report for the same.Can we show the existing report(pivot table) in the performance section of the la...
