Out of the box, ACLs for CSM are configured in a way that external users with minimal roles like (sn_esm_user or sn_customerservice.customer) can still access many of the backend UI pages.Here is an example of an ACL allowing users with the sn_esm_us...
Hii, Where we can find chat transcript download button script in service now.
When a user is clicking a url from external application then it should redirect to a catalog item in servicenow with short description 'SAP' I tried passing paramenters as below but its not working . Can anyone helo me pleasehttps://{INSTANCE NAME}....
We have two identical catalog item in a service portal. We have to Hide one of dropdown choice from one single catalog item, we use below client script but it didn't work. Please provide some relevant solution for hiding the choice. Please find the b...
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
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."
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...
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...
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...
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...
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...
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
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 ...
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...
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...
