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?
Hello All, We have one requirement from Customer. Whenever we set up a Announcement for Service Portal, it should be also sent as an email to certain Users who are configured in Can View and Cannot ViewAs far as I checked, its not possible to do it O...
Hi, whenever a user wants to create a child case from a parent ticket using a related list, after clicking on new the child ticket should show the values from a parent Ticket. this can be done by using the business rules. then in when to run, what co...
Hi All, In the entitlement I have chosen unit type as Hours and I need to deduct the timeworked on case from the total units and reflect the remaining total time in remaining units field on the entitlement. Do we have any OOB code or functionality ex...
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...
Hi Team,can you give me instructions on how to set up an email address in ServiceNow and set it up via office 365 with oauth 2.0. Feel free to send links or videos.BR
