CSM forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

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...

Resolved! How to edit list view on portal

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

Sending Announcement as email notification to User

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...

2023-01-04 15_19_31.png
Community Alums by Community Alums  
  • 742 Views
  • 1 replies
  • 0 helpfuls

Resolved! CSM Entitlement

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...

Jaydee1 by Tera Guru
  • 1362 Views
  • 3 replies
  • 1 helpfuls

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
  • 1930 Views
  • 2 replies
  • 2 helpfuls

Resolved! Attach KB article in agent workspace from agent assist is disables

Hi everyone, from the backend the agent can attach kb articles from releated search results, but the same agent can't attach it from the agent worksapce agent assist function:   Its keep loading and nothing happens, but I guess he has all roles. Whe...

find_real_file.png
JohnDF by Mega Sage
  • 2294 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
  • 1598 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
  • 2002 Views
  • 4 replies
  • 5 helpfuls