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...
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 ...
  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...
I want to configure component in a contextual side panel so that user able to search for existed records in corresponding table? Any Idea.......
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...
I have a CSM related portal page and there i have some list view i want to add the field in list view of portal and also wrap one field on portal list view how to do that
Hi All, We are currently looking to implement Document Intelligence and are wondering if we would be able using Flow Designer and the information from the source table, to create two different records based one document. We basically get a large PDF ...
I would like to work with AmazonConnect and chat with other Agents in Agent Workspace when a call comes in.I don't think connect chat is available in Agent Workspace, but does anyone know of any alternatives?
