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Configuring Guided Decisions

Hello- I am a bit confused with how to set up Guided Decisions. Creating a virtual agent decision tree, with the virtual agent designer, was very straightforward. I am not sure how the decision trees, decision tree nodes, guidances, etc. work togethe...

Phil22 by Mega Contributor
  • 2039 Views
  • 2 replies
  • 2 helpfuls

Which features are included in "Standard package"?

Hi all,This guide (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-sheet/ds-customer-service-management.pdf) gives a very good overview of what's included in which package, but I'm left with a list ...

jjong by Tera Contributor
  • 1800 Views
  • 3 replies
  • 0 helpfuls

Automatically Perform AQI Checklist on Knowledge Articles

Hello, We're are facing the following issue while implementing (or using) the AQI Checklist functionality on our Knowledge Base: - We have round about 700 published Knowledge Article plus 450 still in the pblishing process - We would like to AUTOMATI...

Pia_123 by Kilo Contributor
  • 2072 Views
  • 4 replies
  • 5 helpfuls

Add email in additional comments

Hello,My requirement is that, email received is listed in the activity, but the content of the email is not added into the incident additional comments.When an email is received for a task, the body of the email should be added as additional comments...

shaily soni by Tera Contributor
  • 1475 Views
  • 1 replies
  • 1 helpfuls

Resolved! How to add a button in email notification which will act as a link?

  Hello everyone, I want to add a button in email notifications which will act as a link and after clicking on it, it will redirect the user to a related record.Currently, I've added <button>${URI_REF}</button> in the source code. The button displays...

Notification demo.png
Amol Pawar by Tera Guru
  • 3673 Views
  • 1 replies
  • 1 helpfuls

user stories

Please provide URL or document where we can find list of user stories (functional requirements) and the corresponding User Acceptance Tests (UAT) and test scenarios per Service Now product.

Any way to deactivate Search Resource records?

The "Select a search resource" menu has a couple of options more than I need. The Docs page on the subject reads, "Additional Resources—Tables that can be queried. You cannot add to these. You can see the full list by navigating to Contextual Search...

find_real_file.png find_real_file.png

Resolved! How to block certain emails from automatically generating a response

Hi All, I have a below requirement: Need to be able to block certain email addresses and/or Domains to not create a case or reply to customer.Need to be able to block certain keywords (in subject or email body) to not create a case or reply to custom...

Nishant26 by Tera Contributor
  • 3804 Views
  • 4 replies
  • 1 helpfuls

Resolved! Validation of string field!!

I have two fields one is height and another is weight. Height should only accept two numbers i.e one number before decimal and another is after decimal if not it should show some error.  Wight should only accept three numbers i.e two numbers before d...

Snow Guest by Tera Contributor
  • 933 Views
  • 3 replies
  • 2 helpfuls

Resolved! Accessing the History Calendar in Agent Workspace

In the standard UI you can right-click the record header and choose History > Calendar (assuming you have the correct role). Can the history calendar can be made available in the Customer Service Agent Workspace? We are about to implement CSM and ...

mmongeau by Giga Guru
  • 1769 Views
  • 4 replies
  • 4 helpfuls