How to display the VIP Status of a Contact within CSM Agent Workspace

[Aledis Kedwell]

Hi Everyone,

Does anyone know how I would go about displaying the VIP Status icon against a Contact within the List / Form view of Agent Workspace?

It works on the Incident Table, but I need it to come through to the Case level as well.

Cheers!

[Community Alums]

Hi @Aledis Kedwell ,

This KB from ServiceNow should help :How to display the VIP icon next to the Caller field

You can use the ootb "Customer360" Ribbon to display the VIP flag:

Or, you can try this approach :

1. Go to Workspace Form Headers

2. Search for the table where you want to add it (in my example incident)

3. Add "sys_tags" in secondary values

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Ankur Bawiskar]

Hi,

Field styles are only supported in the list view for Agent Workspace, not the form view. Only the background color field style is supported.

check this

How to display the VIP icon next to the Caller field

Regards
Ankur

[Aledis Kedwell]

These are both great answers @Sandeep Dutta and @Ankur Bawiskar, but they are limited to displaying only once the record has been created and saved.  I need something that will flag the contact as VIP at the time of creating the record within the Agent Workspace.

Thanks!

[Arav · Accepted solution]

Hi @Aledis Kedwell,

How about adding "Contact.VIP" field to the case creation form so that a checkbox will be displayed to indicate if the contact is VIP or not. In addition, an onChange client script could be written to add a field message under the Contact field if the user is VIP.

Thanks,

Arav