We are finding that certain Cases do not appear for our customer service agents/managers and we cannot figure out why - because we have intentionally restricted nothing. By and large we are running OOB for CSM. As posted elsewhere on this forum, we...
Hi guys, is that possible to show the Button "Close Case" which is available when the Case state is "open" also displayed when the state is "resolve"? In Which part i have to look deeper? thx in advance
What is the difference between service contract and entitlement in CSM?
What is the actual difference between Data Policy and the property: com.snc.change_management.enforce_data_requirements
Hi All, We have requirement where a portal page contains Bookmark widget which is required for displaying few table records but I wanted to hide it ifor one of custom table. ie... I want to hide that widget for one of custom table to display only rec...
Hi All, I have just enabled the Customer Service plugin and given an agent's group the sn_customerservice_agent role, But impersonating as that user, I wasn't able to access all cases but cases created by that agent. Has anyone else come across this ...
Hi All, Can anyone help me with configuration of chat option for Agent Workspace wrt queues. Right now I just see below message when clicked on 'Inbox'. I have already configured Chat Setup under Collaboration module with the help of this link . I h...
Hi Team, We have a functionality where once the case is closed, a survey email is send to the customer to fill in the survey. The issue we are facing is when customer click on the survey link he is getting error "You are not authorized to take this s...
In Madrid, when creating a new knowledge base it has a checkbox for "Disable Suggesting" and the instruction on this is "Check box to disable edit suggestions. If selected, users cannot suggest edits to articles in the knowledge base." My question i...
We are implementing CSM. In Newyork there are something new called Install Base. But there are no demo data available for that. Is there a plugin available for that? Or how can we get some set of demo data for install base CSM.
Could someone tell me what the difference between Service Portal (SP) and CSM Portal is? Both can be used for offering the front-end interface to External customers with free of charge user account, right? Best Regards, Aki
Following the Madrid Patch 7 installation, my instance is no longer waking up giving me the error message: "Your instance is so sleepy that we are unable to wake it up at this time. Please wait a few minutes and try again" I've tried a couple of time...
Regarding CSM users, please let me clarify my understanding as below: 1)User with "snc_internal" role is charged, while User with "snc_external" role is free, right? 2)If so, which role should I apply to "snc_external" User in order to make the user ...
Does anyone know if i can recover a possible deleted Knowledge Article. Also if i can find a log of all deleted Knowledge Articles.... As i seem to have "gaps" in my KBA numbers... and they don't appear in Retired, Published or Unpublished! ...
