How to customize card view of live agent chat

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y_murakami
Kilo Contributor

‎02-04-2022 02:21 AM

I have a question about chatting on the service portal.
A user is chatting with a live agent in the service portal.
When the agent enters the case number (CS0001579) or knowledge number (KB0010019), the user sees the card view as follows instead of simple string.
find_real_file.png

If I want to delete or change the items that appear on this card, where and how do I set them?
Also, is there a way to hide the title of an item (for example, "Short description")?

Please tell me if there is a way to set it like this.

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Community Alums
Not applicable

‎02-06-2022 07:09 PM

Hi @y.murakami ,

 If you edit just the "Connect" form layout, it doesn't do anything. You are supposed to edit (or in my case create new) Connect list view to for example incident table. That will do the trick. Here is ServiceNow's response to my case:

 To update the fields in the incident card, please update the list layout of the "Connect" view in the native UI. The platform automatically retrieves the fields of the card from the list layout of the "Connect" view and it shows them in the same order. You may need to run the "Cache.do" command to clean the cache first to see the changes.

 

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

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Community Alums
Not applicable

‎02-06-2022 07:09 PM

Hi @y.murakami ,

 If you edit just the "Connect" form layout, it doesn't do anything. You are supposed to edit (or in my case create new) Connect list view to for example incident table. That will do the trick. Here is ServiceNow's response to my case:

 To update the fields in the incident card, please update the list layout of the "Connect" view in the native UI. The platform automatically retrieves the fields of the card from the list layout of the "Connect" view and it shows them in the same order. You may need to run the "Cache.do" command to clean the cache first to see the changes.

 

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep