In this example the Provider has Customer Service Management installed and the Consumer does not have Customer Service Management. The provider creates a Remote Task Definition (RTD) with the Provider table field set to Case [sn_customerservice_case]...
What Exactly Is an Engagement? So you've closed the deal. The contract is signed, the confetti has settled, and now the real work begins — making sure your customer actually succeeds with the products and services they just bought. That's where enga...
Table of Contents OverviewPlanning Requirements gatheringThings to consider Components Initiative roadmapWorkflow LauncherTablesScheduled Jobs Configuration Data Sources and Context Engine Mappers Testing PrerequisitesExecutingTroubleshooting Appendi...
This post is part of a two-part post. The other post can be found here Service Bridge: Preventing False Positives in Service Bridge Transform Conditions . It covers how to prevent false positives because a transform runs two times on updates. These t...
This post is part of a two-part post. The other post can be found here Service Bridge: Communicate to source instance when target instance blocks an update . When updates are synced with Service Bridge from one instance to another instance, we can th...
This article will provide answers to frequently asked questions about Technology Provider Service Management (TPSM). If you have a question that is not answered, please post in the Technology Provider Forum. Getting Started What is Technology Pr...
Issue: Updating a Remote Task Definition (RTD) to a compatibility of 2.2.x+ resulted in a consumer on an older version of Service Bridge not being able to receive and activate the RTD. We attempted to revert the compatibility back to 2.0.x+, but that...
Customer Success Management What’s new in Zurich? Table of Contents RebrandingAI in Customer Success Management Recommend Risk Signal Solutions Agentic WorkflowTrigger Risk Mitigation Touchpoint Agentic WorkflowSupport Renewals and Expansion Agenti...
The Service Bridge documentation released for Zurich has undergone significant enhancements to improve user experience and understanding. What's Changed? The explore section of the Service Bridge documentation has received a complete overhaul, maki...
Hello, We’re excited to share what’s new and improved in Customer Success Management (formerly Account Lifecycle Events) for the Zurich release! The Customer Success Management application enables technology providers to streamline, automate, and ...
Magic links enable consumers to access resources shared by a provider without manual login by enabling seamless authentication from a consumer instance to a provider instance. This feature supports both per-user and single-user login modes and is par...
6/10/25 - This post has been updated to include a YouTube video walking through theses steps and showing a demo of it in action. The Remote Table column names have been updated to match the video walkthrough. This demo was created on Zurich instances...
Now Create offers step-by-step delivery guidance based on real-world experiences and proven leading practices gained from thousands of successful implementations. Take advantage of these documents, created by our subject matter experts, to assist w...
Deploying AI Agents in Customer Success AI Agents in Customer SuccessBoost Retention and Prevent Churn with ServiceNow’s New AI Agents for Customer SuccessIn today’s competitive business landscape, retaining customers and preventing churn is more cri...
Table of Contents Introducing Enhanced Flexibility and AI-Driven Insights in Account Lifecycle Events What’s new for color bands?Overcoming Previous LimitationsContext Field - Tailored Color BandsCategory Field - Smarter AI InterventionsKey Benefits ...
The Technology Provider Service Management product SKU entitles a license holder to the Customer Service Management and IT Service Management products plus four additional value-add Technology Industry applications: Customer Success Management w...
Table of Contents OverviewPlanning Requirements gathering Components Risk portfolio dashboardTablesScheduled Jobs ConfigurationTesting PrerequisitesExecuting High level flowTroubleshootingAppendix A Performance AnalyticsRisk Framework Overview The...
Deploy Health Framework in Customer Success Table of Contents Overview Planning Requirements gathering Components Tables Scheduled Jobs Configuration Data Sources and Engagement Health Definitions Color banding Testing Prerequisites Ex...
In the San Diego Release, ServiceNow is launching two new products targeted to address the needs of the technology industry—Technology Provider for Service Management (TPSM) and Order Management for Technology Providers (OMTP). TPSM brings customer ...
Introducing the New Account Lifecycle Events Yokohama Release – Empowering Customer Success & Accelerating Onboarding We’re excited to unveil the latest update to Account Lifecycle Events as part of the Yokohama release. This release brings exciting ...
