CRM and Industry solutions

Featured Help shape the Future of ServiceNow Retail & Hospitality!

We’re inviting professionals from Retail and Hospitality operations to join our research participant pool. This initiative aims at understanding what truly makes retail operations experiences at HQ and stores exceptional. By signing up, you’ll gain e...

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CSM Workspace – How to create a modal popup with validation using UI Builder and update form fields?

Hi everyone,I’m currently working on a requirement in CSM Workspace where I want to implement a custom button (UI action) using UI Builder, and I’m looking for the best approach to achieve this. RequirementOn the Case form in CSM Workspace:Add a butt...

Question

CPQ Configurator Opens Blank Screen in Workspace

Hi Everyone,I’m facing an issue with the CPQ Configurator in Workspace on my Personal Developer Instance (PDI).Issue DescriptionWhen I open a Quote in Workspace and click on the Customize (Configurator) icon for a line item, the configurator opens bu...

Question
CSM Configurable Workspace

In ootb widget "Data Table from URL Definition",when case created using workspace,it is not showing

used out of the box widget "Data Table from URL Definition" in consumer service portal, But when an external end user creates a case using workspace, the case not added to the case lists in portal for an external end users. please let me know how to ...

Question

CSM Workspace – Modal popup validation not stopping submit (UI Page + UI Builder approach)

Hi everyone,I am working on a requirement in CSM Workspace where I need to implement a modal popup that contains:Notes (mandatory)Date/Time (mandatory, should not allow past date)On clicking a button from the Case form:A modal popup opensUser fills b...

Question

Resolved! FSM - Signature Pad plugin

Hi all, When activating the Field Service - Signature Pad plugin (com.snc.wo_signature_pad) for Field Service Management, extra costs / licenses are requested or having standard FSM module is enough? It's just about installing the aforementioned plug...

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Populate Service Contract and Entitlements on a Case form depending upon the Product

Populate Service Contract and Entitlements on a Case form if we have an entitlement with a product matching what was enter in the "Product" field.

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Customer Service Management

AI Voice Agents

ServiceNow AI Voice Agents GenAI-powered voice agents built for natural, dynamic phone conversations that resolve issues in real time Now Assist Powered • CCaaS Integration Required for PSTN Calls • App calling supported without CCaaS What Are ...

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4/30: Healthcare Payer Webinar: Reimagining Grievances & Appeals

REGISTER CMS-mandated timelines for grievances and appeals aren’t getting more forgiving—but most payer organizations are still managing this critical workflow across disconnected systems, creating delays, audit risk, and member frustration. Join...

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ServiceNow Exchange | CRM AI Academy: AI-Powered Comprehensive Complaint Management in CSM

Complaint cases demand speed, accuracy, and accountability. But managing them effectively requires more than a workflow -- it requires AI that can intake, summarize, and act on complaints with full CRM context. In this CRM AI Academy session, you'...

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How are enterprises using Interactions or custom Contact/Call Logs

My company has a retail helpdesk that uses a scope ServiceNow CSM application. We're also integrated with Five9 so agents use the Five9 adapter to manage their calls directly in ServiceNow. We have a requirement that agents should track every inbound...

Question
Case Management
CSM Configurable Workspace
Customer Service Management

Customer SSO Implementation

Hello ServiceNow community, I have been tasked with implementing customer sso login to our new customer portal, App id: sn_b2b_portal. After reading the documentation and doing some research, it sounds like this is possible in a variety of different ...

Question

Posting date time not populating in the transaction details

Hi All, My requirement is to populate posting date time in the transaction table.Posting date time should be mapped to CPD value.In CPD value comes from Financial transaction table so dot walked from that table to add it in the data resource.(attache...

Question

Associating address with an account

Hi, I want to associate multiple addresses with an account like billing address, shipping address, site address etc. The OOTB table provided for the same is account_address_relationship table. However, whenever I try to create an entry into that tabl...

Question

Now Assist for CSM - Complaint Case Summarization

Help agents triage and resolve complaint cases faster with structured, context-aware AI summaries Complaint Case Summarization is a generative AI skill that produces structured summaries of complaint cases directly in the CSM Configurable Workspace...

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Now Assist for CSM - Complaint Case Intake AI Agent

Automate complaint intake and case creation through a structured, conversational AI Agent built for product and location-based grievances The Complaint Case Intake AI Agent identifies, validates, and records customer complaints through the Virtual ...

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