In the AWA Chat assignment rule, is there any way to assign to the agent with the least capacity? This would enable us to have the minimum amount of agents using chat as possible rather than giving lots of agents one chat. Alternatively is there a wa...
Hi AllCan you advise if there is a way to add the email tab to the quick view section of a CSM list viewThe tab populates if you are replying to an email but not always present withoutIs there a way to have this present on every quick view
Hi, I would like to know how to enable the 'Customer Activity' and the 'Customer Information' tabs, that come with the Customer Central plugin, for new case types
Hello, As anyone ever tried to translate a playbook? The use case is : we want to display the playbook in the agent's language, even if a case is transferred to another agent (i.e. the newly assigned agent will see the translated playbook). It seems ...
When I try to add a custom field to customer_contact form in form builder, it failed and show error message 'Field can not be deleted as user does not have the required rights.' My instance's version is Xanadu. My account is System Administrator, do ...
Hi, everyone!I found ServiceNow Voice has to be setup in amazon connect.Does ServiceNow Voice can be integrated with other cloud center providers?Is there a list of the cloud center providers which can be integrated with ServiceNow voice.Thank you!h...
Hi Team, We are trying to connect customer service application which is already developed and running using source control to GITHUB but it is failing and giving below error,can anyone please guide here?
Hello Team, I have configured Advanced Work Assignment (AWA) for Major Incident Management (MIM) and defined the necessary skills. Currently, when I set skills at the group level, the tickets are routed to all available agents within that group. Howe...
Hi Everybody Hope you're doing well. I'm requesting your help to resolve the next issue: When I generate a incident, this one is generated with "undefined" as short description. Here is a screenshot: Can you help me please? Regards
Hi All ,I have a requirement in catalog item for specific field(Contact) and referenced to contact table.if i click on lookup, then it should show all the contacts and contact relationship (there is a custom table) data, but in type specification i c...
Can someone point me in the right direction for detailed information on Account to Account and Bi-Directional Relationships?I have found a lot of information on the mechanics of configuring both features, but what is unclear to me is what the users c...
I Have a BR that is on wo table , there is a field abc on the wo which is the reference field from tow tablewhen the tow state changes then the BR should execute. how to track the changes of the state of reference table
I have the following requirementI have a case on which there is a SLA of 2 days, now when I create a incident from this case the sla on incident should not breach the case SLA meaning if I create a incident after 1 day of creating a case the sla on i...
Hi Guys, I have to send array data from Script Include to Client script as I have to sort this array data to get only those fields that are visible on form not all the fields but issue is that when I send it then it convert to object I tried every po...
Hi! I'm thinking about the idea of having a self-service community for our department and I'm considering the Communities plugin, which seems ok. This one: https://www.servicenow.com/products/communities.html But, it seems to me like there hasn't bee...
