Resolved! Customer Service Contact is assigned snc_internal by default?
I am trying to work out why the corresponding user record for a customer contact is automatically assigned the snc_internal role. Where can I change this to be no role?
Forum Posts
Customer service Live Chat
Hi I have tried to enable Live chat for CSM portal. After please stand by while I connect you to a live agent. Routing to live agent - It doesnt route me to live agent. I am not able type in Live chat. can you please let me know if I have missed a...
Resolved! Supported Cell Phone Carriers in SN
Hey, Does anyone have any input on adding cell phone Service Providers in SN? I know they are listed on "cmn_notif_service_provider" table but how do you know if they work with SN? I have searched but not found anything to answer this question. Tha...
Resolved! Trigger an email notification when an attachment is added to a case
We have a need to notify our agents if a customer comes into the portal and adds an attachment to an open case. I followed the instructions from the accepted solution at How to trigger mail whenever attachment is added for incident, obviously changin...
How do I avoid using current.update() in a business rule script by using setWorkflow() method with the false parameter
This script was developed to add users to the watchlist for every case if a Watchlist = True check box is active in their user profile. However this business rule is causing some recursive issues. Based on the feedback from SN I need to stop using c...
How does a dynamic recipient list work?
To all, I am looking for a method to set up a recipient list based upon a Company Subscription to a Service Offering. My thinking was that I could do this dynamically. I have added a dependent group within the Service Offering fo the Customer. The...
Resolved! Auto set of assignment group based on conditions not working.
Hi Team, I am trying to auto set assignment group based on conditions but it is not working. The requirement is while creating a new case if Product (Reference field to Product table)= 'Alokproduct' and Feature(Reference field to Product table) = 'Al...
Business Rule script to populate a reference field from a string field
Hi all I have a String field "u_wrnumber" that is populated from the email body using a business rule i need to populate a Reference field "Parent" from the u_wonumber fiild and have tried the following script in a business rule that is not worki...
Knowledge Base Available Offline on Mobile?
My field workers need access to knowledge base articles outside cell range. Is there any way using existing products to cache knowledge base articles or will I have to develop a custom application to do that?
What is the difference between customer portal, customer service portal and csm.
What is the difference between customer portal, customer service portal and csm. TIA
How to create a survey in multiple language?
Dear all, We have created a survey definition as per our requirement. In that we have created few questions in the Survey Designer. Now our requirement is that if any user changes the language of the instance and then try to submit the survey then...
Resolved! g_form.removeOption is not working in service portal but the same works for catalog item view
Hi All, g_form.removeOption is not working in service portal for some reason. I want to remove some option on the dropdown2 based on the selection of dropdown1. unfortunately g_form.removeOption is not working and as a result I am seeing all the valu...
Resolved! Customer Service and Internal contacts
I know Customer Service is focused on attending to users external from the company, that is its entire reason for existing. But what about in an example where a support group is attending to both internal AND external customers for the same support? ...
How to pass data from one Service Portal page to another?
Hi, I'm currently setting up a Service Portal, and I would like to be able to pass some data from page to page. On the Homepage I have a drop-down where the user can pick a project they are on and product that they own, and then they click a button t...
Best practice to release the Production instance
We have 2(Dev, Prd) landscape and implement a portal to let our end customer raise case through it. But, we are afraid that the Prd instance temporary have to be closed for 10 hours when we do the major upgrade because enough test is required even...
