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Forum Posts
Resolved! Give access to case to authorized representative (account)
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...
Resolved! Hide Business Services
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
Optimizing Case Management Workflows in ServiceNow
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...
Meeting scheduling btw requestor and fulfiller via CSM/FSM workapce
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?
Resolved! I would like to display a “List layout” for a column in CSM.
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...
CORS rules doesn't work for engagement messenger
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...
Resolved! Dynamic translation on agent workspace
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...
Resolved! When No is clicked in KBA's Helpful widget, I receive error 'The page you are looking for could not be found.
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 ...
Resolved! Servicenow CSM Query
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...
Value change in a field should not affect the value in the reference table
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...
Service portal
In service portal How can I make the approval menu always enable whether the approval is requested or not
interview Question On CSM
I'm learning CSM module. I need interview question and scenario on CSM ?
Interview questions CSM module & business use cases
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.