CSM Fields Mapping
Hi Community,I wish to know if there is any kind of playbook, document or guidelines for the configuration of fields on the CSM/FSM Workspace.
Forum Posts
ServiceNow EventManagement Certification dumps
Can anybody knows where I can get ServiceNow Event Management Certification dumps for practice question if anybody have please share
I want to be able to upload attachments as a guest user
Hi,When I am a guest user, even if I use "add attachments" in the chat form, I get stuck at "Uploading attachment..." and cannot attach anything.I tried granting the public role using create or readACL of sys_attachment, but it was not possible to at...
Variables from Catalog item in Playbook Decision activity
Hello Community,I'm looking for some help in playbooks.We have an item in CSM where there is existing flow will create Ritm and sc_task. But now we are trying to recreate this with Playbook. Our Workflow will totally work on a variable based on us...
How to Bulk Set Post-Login Landing Pages for Users
Hello community,As a system administrator, do you know how to set the post-login landing page for multiple users at once, based on their group or role?For example, I would like users in the Sales department to be taken directly to the Project Workspa...
Awa capacity in use field is not updating or not working
Please help me for below quires or suggestions 1. I have configured AWA for incident table. 2. Issue - Capacity -in-use is re setting to zero after few min example. I have given default capacity 2. Agent is holding 5 cases with in- progress state...
Configuring NLU for Virtual Agent
Why Use NLU? Virtual Agent becomes more powerful when it understands what users mean, not just what they type. Natural Language Understanding (NLU) enables intent-based topic recognition, allowing Virtual Agent to identify user goals and respond int...
Resolved! Variable vs fields
Hi all I need to create different records producer in order to create CSM case type. In record producer there are many variables. I know wich can add variables formatter to case layout and so agent can see all variables in workspace or UI Standard Bu...
How to Add a New List to the Customer Information Tab in Customer Central
Overview:Customer Central provides customer service agents with a single, centralized view of all customer-related information. Customer service agents can access Customer Central directly from Interaction, Case, Account, Contact, and Consumer record...
Publish Post Case Review (PCR) to Work Notes Instead of Additional Comments
OverviewOut of the box (OOB), when a Post Case Review (PCR) is published using the Publish to Case button, the final PCR content and its attachment are added to the Additional Comments field of the related Case. RequirementFor internal users, the PCR...
Resolved! OOB social media components.
which are the oob social media component ServiceNow support.for that is any plugin required?
Post Case Review Document Template: Dynamic Headers and Footers
Overview :The Case Digests feature enables organizations to share timely updates and resolution details for high-priority customer service cases with both customers and internal stakeholders.It ensures transparency, improves communication, and provid...
Service Definitions in ServiceNow CSM
IntroductionServiceNow Customer Service Management (CSM) is designed to help organizations deliver structured and consistent customer support across multiple services and products. As customer offerings grow, it becomes essential to clearly define wh...
Activate and Set Up Customer Community in ServiceNow – Step-by-Step Guide
IntroductionCustomer Communities in ServiceNow allow customers to collaborate, ask questions, and share knowledge through forums. This article explains how to activate Customer Communities and set up forums with users, permissions, access types, and ...
Resolved! Matching rules
Matching rules enhance assignment capability by __________. A. Matching best agent by availabilityB. Providing dynamic matching of cases to groups or individualsC. Determining if account is a customer or partnerD. Matching best agent by skillSomeone ...
