I have the Email Template icon works fine on my PDI but in dev instance i added it using the UX Screen Collection "Email Template" and add a new record in UX App Route so it appears but with doing nothing. So anyone can help on this, how can i make t...
I want to have my Case Number change color based on Business Elapsed Time. Lets suppose if the business elapsed time is >75% the Case Number should appear Red on the list view on Workspace.I tried using Field Styles but it is not working on Workspace...
HI Community, How can we setup the schedule from mon (2am) to sat (2am).I need to run the sla from monday 2am till sat 2am no stopping in-between hours.Is it possible to do so? Thanks in Advance
Hi everyone,I’m working with ServiceNow’s Customer Service Management (CSM) portal and would like to enable end users to escalate their own cases directly from the portal. Currently, I understand that cases are typically escalated by support agents, ...
Hi community, When i use openFrameAPI.openCustomURL('/now/cwf/agent/home') to open CSM workspace, i meet a problem.When i run openFrameAPI.openCustomURL('/now/cwf/agent/home') out of CSM workspace, i can open CSM workspace successfully, but when ...
I have a table with four fields: Knowledge Base, Domain, Groups, and Users. The Groups and Users fields are list collectors. I need to create a database view or report that displays each user and each group as a separate record. Example : At Presen...
Hi All. Not quite sure if this question realy belongs to the CSM Forum or my be better addressed in another forum. So please excuse if that's the case. I'm currently looking at better ways of creating operation handbooks and process guidelines/handou...
From what places in SN can an agent create a case? (Choose three.)o Customer Service Applicationo Contacto Accounto Chat which is the correct option ?
What role is required for contact users to approve a record from CSM portal, I was getting below error eventhough he is having approver_user role. could you please help me with this
Which role is required for Customer Contact User to access CSM Workspace
Hello everyone in the community! This is my first post. I would like to know about the CSM data model. In B2C, we use the Consumer table (used for raising cases) and the Consumer User table (used for logging in to the portal). On the other hand, in...
Hi,There was a requirement to add Additional fields in the standard ticket page like Description, Contact along with the fields visible. I configured those additional fields using Standard ticket configuration for case table in the info fields. But t...
hi Team,I have 2 service channels, one is in global (oob) and we have created one more service channel (custom application), in presence state available work items contains both global and custom application service channels.When agent is available a...
I want link to do the course Certified Implementation specialist - Customer Service Management Thanks In Advance
How to add options to attachment tab doocument options in CSM workspace.
