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...
Hi, I have a use case where I am populating a field "code" based on another field "city". The city is referencing the location table. Each city has its own unique code except for 3 cities which have multiple codes but the location table only stores u...
In service portal How can I make the approval menu always enable whether the approval is requested or not
I'm learning CSM module. I need interview question and scenario on CSM ?
Hi All,1.Could you please share real time business use cases for customer service management module? 2. Sample of Interview questions & answer3. Limitation that is not achievable real time basisAny assistant will highly appreciable.
Hi All/ @Ravi Gaurav ,Facing issue HR case description is showing with html tag in /esc portal where source is email . However HR case description is rich description & from list view also its showing html tag , this is happening when source is email...
Hello, can soneone please help with adding remote tasks, I did add remote task definitions but when I add remote tasks from provider instance I don't see remote task definitions to select. Not sure what Iam doing wrong. Can someone please help.
Can I use the Teams chat mentions feature when sending notifications to Microsoft Teams when a case is created or updated in Flow Designer?How is it set up if it is available?
