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Resolved! CSM (customer service management) exam dump

Hi ,I would like to check anyone has exam dumps for  CSM (Customer  service management) ServiceNow 2024 . Pls share the links are dumps for exam preparation , i dont see any dumps in udemy .  Thanks in advance Regards , 

Enable agent support over a call for customer cases.

Hi community, We are looking for the best options available in the market to achieve the following use case.We need to enable case support over a call along with the transcript of the call recording available in the record.AmazonConnect is a wise cho...

How to trigger notification using events and scheduled job

Hello, I have a requirement where I need to trigger a notification to opened by user on monthly basis. I have created a notification and used email script to print all the active tickets that are opened by user and now I want to trigger this notifica...

Best Approach to define the SLA in Customer Service Management

Hello Everyone,We have a requirement to define the SLA's for different accounts/customers. We are using the CSM data model structure for case management where each account associated with product,product model, service offering, sold product and inst...

BAK2211 by Tera Expert
  • 1554 Views
  • 2 replies
  • 0 helpfuls

Resolved! Blank value on email notification

I have notification which trigger based on case variables.Requirement is , if value is blank for any field value configured in email body it should come as "Not Application".How to achieve it?

Hafsa1 by Mega Sage
  • 862 Views
  • 4 replies
  • 0 helpfuls

Resolved! Case to Interaction state synchronization

hello,I'm preparing for CIS-CSM exam and asked myself one question, for which I can't find answer in ServiceNow docs and this community. The question is: If we have created a Case from an Interaction, why the respective Interaction is not closed (OOB...

KirilD by Tera Contributor
  • 591 Views
  • 1 replies
  • 0 helpfuls

Default SLA flow sync up issue

Hello Everyone, Hope you are doing good. Currently we are using the CICD gitlab process to migrate our customizations. Code commit in dev instance to source control (gitlab) and migrating to higher instances by running the automatic pipeline.Earlier ...

BAK2211 by Tera Expert
  • 566 Views
  • 3 replies
  • 0 helpfuls

CSM Configurable Workspace not showing added workspace lists

CSM Configurable Workspace is not showing added workspace lists. Workspace lists were added to existing categories and appear in Agent Workspace but do not appear in CSM Configurable Workspace. Troubleshooting included: adding necessary roles to each...

Resolved! AI Search

Does anyone know how to enable AI Search in CSM Portal ?

hanumesh by Tera Contributor
  • 469 Views
  • 1 replies
  • 1 helpfuls