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Featured Conversational Interfaces Academy is now part of AI Academy in 2024!

  Breaking News!: Starting January 9th, 2024, the Conversational Interfaces Academy day and time slot will feature the AI Academy. The Virtual Agent and Now Assist will now be featured in the AI Academy. Agent Chat and Sidebar will be featured in ot...

  • Article
  • Advanced Work Assignment
  • Agent Chat
  • Sidebar
  • Virtual Agent

Featured In-Platform Language Support Guide

This post will act as a stickied one stop shop with as many useful links as possible on the topic and will be regularly updated. This post is currently being updated with some of the new features in Zurich. Keep coming back often to see what's added....

  • blog
  • Agent Workspace
  • Configurable Workspace
  • CSM
  • HR Service Delivery
  • HRSD
  • ITSM
  • ITSM: General
  • Mobile
  • NOW Platform

Featured Onboarding Guide for ServiceNow Customers and Buyers

  Welcome to ServiceNow—The AI control tower for business reinvention   We are thrilled to welcome you to the ServiceNow family. You’re now part of a proud culture of passionate innovators including 85% of the Fortune 500. Each is using the ServiceN...

  • Article

Featured Guidelines for Requirements Gathering

If you are just starting with ServiceNow and need help on how to gather requirements, we have you covered.  The attached document can be used as a template and guideline for collecting requirements.  It does not cover all products, but it provides a ...

  • Article

Notification link opening up in WSD Portal not ESC

Out of the box email notification open the reservation in WSD portal, I can't find any property to update it to open in ESC ? I am able to find the code reference provide to /ws and /esc. Is there way to keep to ootb notification and repoint it to es...

  • Question

(Static) Multi-lingual notification support

Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field   Hi there,   Working on multi-language instances, a common request is sending emails in various languages. Out-of-the-box, ServiceNow does not support this. I have create...

  • Article

Resolved! Notify groups in Microsoft Teams channel

This article guides you on sending notifications to groups through Microsoft Teams in their designated channels.Problem Statement : Notify ServiceNowTestChannel group in Teams channel when major incident is proposedPlugins to be installed : Microsoft...

  • Question

Health and safety - Workspace - Add injury details - Unable to create Injury

Health & Safety - Incident : Out of the box gives option that Agent can create/update injuries.  There is a requirement to a group of people need access to create / update injuries(sn_ohs_im_injury). I have created a custom role and given access to t...

  • Question

Consolidating resource orders in SOMT

Hi, I am implementing a product offering for mobile product which includes SIM. The requirement states that the customer should be able to place order for 10 mobile subscriptions. The customer adds the mobile offer and increases the quantity to 10. T...

  • Question

Virtual Agent Rest API Live Agent responses not being sent back

I've been through the wide variety of documentation and videos.  Many of them are a couple of years old or older.My development environment is Xanadu. I've configured the rest api and I'm able to connect via Postman, start a conversation, start a liv...

  • Question

Need to translate static NowAssist strings in VA? - check this

So, I was in a call with a customer the other day who are going live with NowAssist in Virtual Agent in a bunch of languages and so they had an ask of "how can we translate some of that static strings that aren't coming from the LLM's?".   As usual i...

  • Article

Show Shift and Work Schedules (Tasks) in one calendar for an agent

Hi all, our customer uses Workforce Optimization for CSM for shift planning and scheduling and assigning work items (change tasks, catalog tasks, ...) to the agents. Actually the agents doesn't use the Workspace and should work in the backend (if pos...

  • Question

Knowledge 2023 - Workforce Optimization & Process Optimization Lab Materials

For those who weren't able to join us a person - we did a deep dive into Workforce Optimization during Knowledge 2023 where we demystified how WFO & PO work together to remediate bottlenecks in your processes, upskill/reskill your workforces at scale...

  • Article
  • Coaching
  • Skills Management
  • Workforce Optimization
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