Hi ServiceNow team,I need to build a Virtual Agent topic where users can create a KB article draft using GenAI (OpenAI/Gemini/Claude).Requirements:Ask the user for KB topic & category.Perform multi-turn Q&A to refine content.Call GenAI API to generat...
Need help to change the theme of customer service portal.please help me provide any video or docs link .
Hi Team, I have to put a condition SLA wherein I need to use "Contact Customer" checkbox is true or false. I need to put this in stop condition. But I am not able to see that field even in the Configure table for case form or even dictionary.When thi...
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Hi,I have the following scenario:Customer contact (Account A) submits a case to us. In their case, they mention another Customer (Account B) that should also be involved in this case.We would like to give access to this case to every contact of Accou...
Hi All, I want to hide few business services BE Bigdata APC, BE Bigdata PQE, Big Data, BE Bigdata BI&AI&Dashboard at Incident creation. How to achieve this using client scripts or ui policies.?Thanks in advanceNikhitha
I’m looking to improve the efficiency of case management workflows in ServiceNow’s Customer Service Management module. Specifically, I’d like to streamline case assignment, automate common resolutions, and enhance customer communication.Has anyone im...
Hi everyone,Do we have an on-call scheduling or Teams integration option in CSM/FSM Workspace for requestors and fulfillers to connect? Also, how do meeting schedules work in CSM Workspace and CSM Portal?
Hello everyone,I would like to confirm to change the column order in which the Line items and each task appears in the CSM. I would like to edit the above using the list layout. For example, go to ALL>Customer Oders and open the Order record.Select O...
Hi All, Im trying access a knowledge article by engagement messenger. It 's sent via agent chat but it keeps getting stuck while loading. I have created CORS rule as in the screenshot. Please help me to understand what Im missing Error I get is : Sec...
In Agent Workspace the dynamic translation button does not appear on any field or in activity stream but it appear on native views. All configurations are correct. In the backend it appears on short description and description field and also on activ...
Hi,I have a requirement to add Parent account contacts to child accounts. But when I tried to add same contacts in child account then for Parent account all account got removed. It seems only one contact can be added in each account.Please help in th...
Hi, When I click on No for Helpful in a KBA, I receive an error "The page you are looking for could not be found." and it is listing kb-feedback-task-modal in the search field. I have looked at the Knowledge Article Content widget, and the related ...
There was a question on my CSM exam which was something like this - What does it mean if you do not see the selector after creating case task. Not sure if I remember it right but what I understand is that selector is populated based on the case types...
