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Zurich Customer Service Management

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Table of contents
  • Customer Service Management
    • Exploring Customer Service Management
      • Focus and purpose of CSM and ITSM
      • Data management for Customer Service Management
      • Self-service for Customer Service Management
      • Omnichannels for communicating with customers
      • Agent experience
      • Case management for Customer Service Management
      • Intelligence
      • Analytics and insights
      • Optimization
    • Configuring Customer Service Management
      • Set up your environment
        • Getting started with Customer Service Management
          • Activate Customer Service Management
          • Plugins activated with Customer Service Management
          • Additional plugins for Customer Service Management
          • Customer Service properties
          • Configure foundation data
        • Customer data
          • Configure accounts and contacts
            • Import accounts and contacts with guided setup
              • Account codes and account paths
              • Set the account code property
            • Create customer accounts
              • Create additional account addresses
            • Create customer contacts
            • Create customer relationships
              • Account hierarchy
                • Create an account hierarchy
              • Bi-directional account relationships
                • Create an account relationship type
                • Create an account relationship record
              • Contact relationships
                • Configuring a contact relationship
                • Create a contact relationship for an account
              • Creating an account team
                • Assign a team member to an account
            • Enhanced address data model for accounts
              • Account Address table
                • Account address access for contacts
              • Enable enhanced address model for accounts
              • Associate an address to an account
              • Reusing addresses between multiple accounts
                • Address sharing through account hierarchy
                • Share an address through non-related accounts
              • Deleting or editing an address on the location form
              • Data migration from Location to Account Address table
              • Domain separation for the Account Address table
          • Configure consumers
            • Import consumers with guided setup
            • Create consumers
              • Create additional consumer addresses
            • Create a relationship between two consumers
            • Assign a team member to a consumer
            • Creating multiple consumer profiles for a user
              • Tables used by consumer profiles
              • Consumer Profile Location table
              • Associating locations to consumer profiles
                • Associate an existing consumer location with a consumer profile
                • Create and associate a location to a consumer profile
          • Configuring households
            • Create or update a household
            • Add consumers to a household
            • Create a relationship between household members
            • Assign a team member to a household
            • Create and manage cases for a consumer or household
            • Create entitlements for a household
            • Create service contracts for a household
            • Consumer Service Portal changes
        • User management
          • Configure users and groups
          • Assign roles to CSM users
          • Configuring a Unified User
            • Configuring a user as a Unified Consumer
              • Roles installed with Employee as a Consumer
              • Supported and unsupported roles and features
              • Setting up a user as a Unified Consumer
                • Activate Unified Consumer
                • Assign the Unified Consumer role to a user
                • Creating and associating a Unified Consumer user to a consumer record
          • Configure Contributor Users
            • Contributor users
              • Contributor user roles
          • Configuring customer access management
            • Customer access management tables and plugins
            • Roles installed with customer access management
              • Assign granular roles to a functional role
            • Create a responsibility definition
              • List of responsibilities provided with the base system
            • Creating a responsibility access configuration
            • Configure access through the responsibility access configuration
              • Granular roles and supported entities for responsibility framework
            • Create related party configurations
              • List of related party configurations provided with the base system
              • Populate the Type field in relationship tables using the fix script
          • Fix external user role assignments
            • Fix roles for external users with possible non-intentional internal role assignments
            • Fix roles for external users with possible intentional internal role assignments
            • Fix roles for external users with intentional internal role assignments
            • Prevent future internal role assignments for external users
        • Product data
          • Configure product data
            • Product models
              • Import product models with guided setup
              • Create a product model
              • Associate services with product models
              • Configure product model and catalog item relationships
            • Configure install base
              • Sold products
                • Import sold products with guided setup
                • Create a sold product
                • Associate service offerings with sold products
                • Associate sold products with contracts
              • Install base items
                • Import install base items with guided setup
                • Create an install base item
                  • Related list for an install base item
                    • Create a child install base item
                    • Create an entitlement
                    • Edit a contract
                • Associate multiple install base items to a case
                • Install base characteristics
                  • Data model for the Install base item characteristics
                  • Security roles for the install base characteristics
                  • Create the install base characteristics for an install base item
                • Synchronizing an asset class with a configuration item class and install base class
                • Synchronizing the install base life cycle fields with the state and status fields
                • Install base hierarchy visualization
              • Installed products
                • Import installed products with guided setup
                • Create installed products
              • Common Service Data Model framework for Install Base Management
          • Configure assets
            • Import assets with guided setup
            • Create an asset
          • Create asset contact relationships
          • Create service contracts
            • Associate an install base to a service contract
          • Configure entitlements
            • Create entitlements for CSM entities
            • Associate an entitlement with a Customer Service Management entity
            • Customer service case entitlement calculation
          • Customer Life Cycle Management Workflows
            • Activate Customer Life Cycle Management Self-Service
            • Modify a sold product and hierarchy
              • Modify a sold product to create a quote
            • Resuming sold products
            • Supending sold products
            • Disconnecting sold products
            • Extension points for workflows
            • Product inventory configurations
              • Modify product inventory records
                • Modify product inventory records to create a quote
              • Suspend product inventory records
              • Resume product inventory records
              • Disconnect product inventory records
          • Configure Customer Contracts and Entitlements
            • Components installed with Customer Contracts and Entitlements
            • Configuring Contracts and Entitlement Workflows
              • Creating contracts and entitlements using workflows
            • Setting up the Customer Contracts and Entitlements application
              • Create a characteristic
        • Data models
          • Configure Service Model Foundation
            • Service Model Foundation overview
              • Service Model Foundation responsibilities
              • Service Model Foundation relationships
              • Service Model Foundation tables
              • Service Model Foundation roles
              • Service Model Foundation table access by role
              • Service Model Foundation modules
              • Service Model Foundation cases
                • External business location (EBL) as a fulfiller
                  • Access limitations for external location agents
            • Service Model Foundation business locations
              • Create and manage cases for a business location
              • Create an account staff relationship
              • Create a consumer staff relationship
              • Create a household staff relationship
              • Create and manage sold products for a business location
              • Create and manage install base items for a business location
              • Service organization install base
                • Sold products and install base plugins for service organizations
            • Activating plugins for Customer Service Management (CSM)
              • Activate business locations
              • Activate customer service household
            • Integration with Sales and Order Management
              • Order Management for business location
                • Roles and responsibilities
                • Create an order for business organizations
              • Quote management for business organization
                • Roles and responsibilities
                • Create a quote for business organizations
            • Activate query rules
            • Configure forms and lists
            • Create a business location
              • Create an internal business location
              • Create an external business location
              • Tracking the location details for a service organization
              • Common attributes of service organizations
              • Adding and associating company records with a business location
              • Virtual Agent support for business locations
                • Chat with Virtual Agent from the Business Location Service Portal
            • Create customer projects
            • Add staff members to a business location
              • Add staff members to an internal business location
              • Add staff members to an external business location
            • Assign responsibilities
            • Assign roles
            • Setting up assignment groups
              • Create a group
              • Configuring a group
              • Associate a group to a business location
              • Add group members to a business location
            • Setting up products and available services at a business location
            • Setting up inter-organization support
              • Configuring business locations serviced by a business location
                • Define the configuration type for customers or business locations
                • Associate customers or business locations to a service organization
            • Tracking the customers serviced by a business location
            • Create the criteria for a service organization
            • Create relationships
              • Household-member relationship for an install base item
              • Consumer relationship for an install base item
          • Configure Customer Data Models for B2B2C
            • Customer service business models
              • Customer Data Models for B2B2C
            • Activate Customer Data Models for B2B2C
            • Configure the Account and Consumer forms for B2B2C
            • Configure the Install Base Items and Sold Products lists
            • Configure the Case list for B2B2C
          • Customer Service Management and the CSDM guidelines
            • Customer Service Management and CSDM tables
            • Customer Service Management examples
            • Customer Service Management considerations
      • Organize agent workspaces
        • Case management
          • Configure case management
            • Cases and case tasks
            • Configure a Case form view
              • Add the Internal User field to the Case form
            • Configure SLA definitions for customer service cases
            • Configure case routing and assignment
              • Create a matching rule for case routing
              • Create an assignment rule for case routing
              • Configure Skills Management
                • Mandatory skills
                  • Configuring mandatory skills
                  • Migrate skills to the Task Skill table
            • Configure assignment workbench
              • Create assignment workbench matching criteria
              • Create an assignment workbench configuration
              • Configure assignment workbench properties
            • Configure major issue management
              • Activate Major Issue Management
              • Configure case synchronization
            • Targeted communications
              • Recipients lists
              • Targeted Communications publication workflows
              • Add or remove an approver
              • Create a recipients list
              • Edit a recipients list
              • Create a publication
              • Publish a publication
              • Create a recurring publication
              • Preview an email notification
              • Update a publication
              • Send a publication for review
              • Review a publication
              • View approvers for a publication
              • Track a publication
              • Expire a publication
              • Cancel a publication
              • View a publication
            • Configure special handling notes
              • Configure an entity table to use special handling notes
              • Configure a form to show special handling notes
              • Configure special handling notes properties
            • Configure case action status
              • Activate Case Action Status
              • Configure actionable case flows
            • Create cases as a proxy contact
            • Configure auto close resolved cases
            • Configure escalation management
              • Case and account escalation
                • Escalate a case or an account
                • Manage an escalated case or account
                • De-escalate a case or an account
              • Create a case or account escalation template
              • Create a case or account escalation severity
            • Configure case digests
              • Customer Service case digests
                • Case action summaries
                • Post case reviews
                  • Post case review record states
                  • Post case review approvals
                • Case action summary and post case review assignment rules
                • Create a case action summary
                • Create a post case review
                • Create a post case review for a major case
                • Review and approve a post case review
                • Re-open a post case review
                • Withdraw post case review approval
                • Cancel a post case review
                • Components installed with case digests
              • Activate Case Digests
              • Create a case digest document template
              • Create a case digest configuration
              • Create a case digest table map
              • Create a table map for case types
          • Customer service case types
            • Configuring customer service case types
              • Configure case type ribbon settings
              • Configure case type declarative actions
              • Configure the service selector modal size
              • Enable the case type single select property
              • Create a configuration for case type single-select
            • Manage customer service case types
            • Case type selector
              • Product Service select version of the case type selector
            • Case task type selector
            • Onboarding case type
            • Components installed with case types
          • Task Plan Templates
            • Task plan templates states and actions
            • Template item actions
            • Create a task plan template
            • Create a template item
            • Create a child template item
            • Create a template item condition
            • Clone a task plan template
            • Clone a template item
            • Task Plan Templates tables
            • Task Plan Templates roles
          • Order Operations Case Management
            • Order case pages
              • Order case record page
              • Order case line item page
              • Order case intake page
            • Order case and order case line item states
            • Creating an order case
              • Create an order case
              • Add orders or order lines to an order case
              • Create an order case line item for an order case
              • Edit an order case line item
              • Create a task for an order case line item
            • Order case form
            • Order case line item form
            • Components installed with Order Operations Case Management
          • Case Lines and Workflows
            • Case line record pages
              • Case line item page
              • Case line task page
            • Case line item states
            • Creating case line items and case line tasks
          • Case Management for Invoice Operations
            • Invoice case pages
            • Invoice case and invoice case line states
            • Components installed with Case Management for Invoice Operations
            • Invoice case form
            • Invoice case line form
            • Accounts Receivable (AR) invoice table
            • Accounts Receivable (AR) invoice line table
            • Creating an invoice case
              • Create an invoice case
              • Add an invoice case line to an invoice case
              • Create a task for an invoice case line
          • Service definitions
            • Service definition roles
            • Service definitions with catalog items
            • Configuring service definitions
              • Create a service definition
              • Create a service definition category
              • Associate a product with a service definition
              • Associate a case type with a service definition
              • Associate a playbook with a service definition
              • Associate a service definition with a service definition category
              • Configure user criteria for a service definition
              • Configure customer criteria for a service definition
                • Create entity criteria
              • Configure default field values for a service definition
              • Configure catalog items for a service definition
              • Configure related services for a service definition
              • Associate service organizations with a service
              • Add a case type to the Case interceptor
        • CSM Configurable Workspace
          • CSM Configurable Workspace features
            • CSM Configurable Workspace landing pages
              • CSM Landing Page
              • CSM Landing Page - Premium
              • Dashboard landing pages
            • CSM Configurable Workspace form headers
            • CSM Configurable Workspace form ribbon and components
            • CSM Configurable Workspace form features
            • CSM Configurable Workspace chat session tabs
              • Configure chat session tabs
              • Edit or remove chat session tabs
            • Organize records tabs with ServiceNow Link Manager
            • CSM Configurable Workspace form templates
            • Chat summarization
            • Interaction wrap up with modeless dialog
            • Customer Central
              • Customer History component features
              • Configuring the Customer History component
            • Lookup and verify
            • Case action status
            • Third-party data integration for CSM
              • Third-party data integration solution overview
              • Third-party data integration components
              • Third-party data integration sample remote table script
              • Configure third-party data integration for CSM
              • Reference Salesforce integration using remote tables
                • Using remote tables and the Salesforce spoke
                  • Using the IntegrationHub Salesforce spoke
                  • Create Salesforce spoke actions to retrieve opportunities
                    • Get All Opportunities custom action
                    • Get Opportunities for Account Id custom action
                    • Get Opportunities Details custom action
                  • Remote tables and definition
                  • Example script that queries the Opportunity table
                  • Connect Customer Account and Salesforce Opportunities using a related list
          • Set up CSM Configurable Workspace
            • CSM Configurable Workspace record pages
              • Front-line case page
                • Modeless dialogs
                • Lookup component
                • Record List component bundle
                • Front-line case page keyboard shortcuts
              • CSM default record page
              • CSM Interaction record page
              • CSM voice interaction record page
              • CSM centered chat interaction record page
              • Creating pages and page variants
              • Set record page order
              • Customize a record page
              • Configure the Front-line case page action bar
              • Restore Recommended Actions on record page variants after upgrade
              • Configure record pages to hide Customer Central components
            • CSM Configurable Workspace page templates
            • Using AI Search with CSM Configurable Workspace
            • Open the CSM/FSM Configurable Workspace experience in UI Builder
            • Create a CSM Configurable Workspace landing page
            • Set up a ribbon configuration in CSM Configurable Workspace
            • Set up a form header in CSM Configurable Workspace
            • Set up a highlighted value in a form header in CSM Configurable Workspace
            • Set up a form action in CSM Configurable Workspace
            • Display the form ribbon and form header secondary values in the Contextual side panel
            • Display field values as interaction record tab titles
            • Enable the Create Case UI action for case type selection
            • Configure tabs in the contextual side panel
            • Configure the Agent Assist and Response Template tabs
            • Filter activities in the activity stream
            • Auto-dismiss alerts in CSM Configurable Workspace
          • Set up additional CSM workspace features
          • Migrating to Configurable Workspace
            • Explore CSM Configurable Workspace
            • Migrate to CSM Configurable Workspace
              • Activity stream
              • Agent assist
              • Agent Chat for Customer Service Management Configurable Workspace
              • Branding and theming
              • Email Composer and Email Viewer
              • Customer Central
              • Declarative actions
              • Forms
              • Form headers
              • Global Search in configurable workspaces
              • Highlights
              • Lists
              • Ribbons
              • UI Action Bar
        • Case routing and assignment
          • AWA for CSM
            • Set up an Advanced Work Assignment service channel for assigning case tasks
            • Configure AWA queues for the proxy contact role
        • Agent tools
          • Configuring Guided Decisions
            • Decision trees in Guided decision
              • Decision tree elements
              • Decision tree nodes
              • Linking inputs in decision tree nodes
              • Decision tree paths
            • Example configuration of a decision tree
              • Preparation for creating a decision tree
              • Create a decision tree for troubleshooting a failed transaction
              • Create the Initiate transaction tracking guidance
                • Create a guidance action for the Initiate transaction tracking guidance
              • Configure the start node for cardholder and transaction details
              • Configuring paths with conditions whether the amount is debited or not
              • Configure a guidance node to initiate the transaction tracking
              • Configure a question node for further assistance
              • Configure a question node to ask failure codes
              • Configure paths for different failure code conditions
              • Associate guidances for different failure codes
              • Activate the Troubleshoot credit card transaction failure decision tree
            • Install the Guided Decisions Experience application
              • Components installed with Guided Decisions Experience
            • Configuring guidances and decision trees
              • Create a guidance in the Core UI
                • Configure guidance detail experience
                • Create a guidance action for a guidance
              • Create a decision tree in Core UI
              • Configuring decision trees in Decision Tree Builder
                • Add questions or instructions to a decision tree
                  • Answer types for questions
                • Determine the next node displayed in a decision tree
                • Add a follow-up set of questions or instructions in a decision tree
                • Provide actions to agents in a decision tree
                • Link an activated decision tree to this decision tree
                • Reuse answers at decision points
                • Activate a decision tree
                • Revert to the previous activated decision tree version
                • Validation error notifications in Decision Tree Builder
                  • Validation errors
              • Editing decision trees in Core UI
                • Edit a decision tree
                • Add questions or instructions to a decision input
                • Determine the next node in a decision tree
                • Provide actions to agents in a decision tree
                  • Link task input in the start node to the guidance
                • Link another decision tree to this decision tree
                • Add a next node after a guidance node
                • Reuse answers at decision points
              • Delete a decision tree
              • Add Guided Decisions to Recommended Actions
              • Add Guided Decisions to playbooks
              • Add Guided Decisions to Service Portal
                • Match the theme of the decision tree component with the Service Portal page
          • Playbooks in Customer Service Management
            • Playbook layout and features
            • Playbook capabilities
            • Playbook terminology
            • Playbook page templates
              • Playbook activity stream component
              • Playbook related items component
              • Playbook lookup component
              • Playbook contextual side panel component
              • Playbook modeless dialogs
              • Playbook case summarization component
            • Playbook pages
              • Case playbook: horizontal stages record page
              • Case playbook: vertical stages record page
              • Activate a playbook page or page variant
              • Customize the page header for a playbook page
              • Customize UI actions for a playbook page
              • Customize content in the left side panel for a playbook page
              • Customize tabs in the contextual side panel for a playbook page
              • Customize the dynamic related records for a playbook page
                • Define an EVAM view configuration
              • Configure the app route to use an existing subpage
            • Playbook applications
              • Case Playbook for Onboarding
              • Case Playbook for Complaints
              • Case Playbook for Product Support
            • Configure Playbooks for Customer Service Management
              • Select a playbook activity view
              • Configure playbook stage and activity visibility
              • Set up a record generator for case type
              • Configure an optional activity for a playbook
            • Playbooks for Portals
              • Set up predefined Playbooks for Portals
                • Activate the draft state for the onboarding case type
                • Activate the record generator
                • Activate a new onboarding playbook with self-service
                • Activate guided onboarding in Playbook content items
                • Add the Process tab to the portal
                • View cases in Draft state on the portal
              • Set up custom Playbooks for Portals
              • Enable a reflow for your UI Builder pages
          • Configure dynamic related records
            • Dynamic related records
              • Using the Related Records tab in the contextual side panel
              • Related records shared page
              • Dynamic related record tables
            • Configure related record contexts
            • Associate related record definitions with a related record context
            • Configure related record definitions
            • Configure the maximum number of related records to display
          • Configure Customer Central
            • Activate Customer Central
            • Create data for Customer Central
            • Configure Customer Central properties
            • Configure the Customer Information view using CSM Agent Workspace
              • Configure lists for the Customer Information view
              • Configure reports for the Customer Information view
              • Configure records for the Customer Information view
              • Configure report groups for the Customer Information view
              • Configure customer information contexts for the Customer Information view
            • Configure the Customer Information view using CSM Configurable Workspace
            • Configure the Customer History view
              • Configure component attributes for the Customer History view
              • Configure activity types for the Customer History view
              • Configure activity groups for the Customer History view
              • Configure activity type templates for the Customer History view
              • Associate activity groups and activity types to activity contexts
              • Create facets for activity contexts
          • Configure the Customer Service mobile application
      • Enable communication channels
        • Configure communication channels
          • Configuring the chat channel
            • Pre-chat surveys
            • Configure the customer service chat queue
            • Activate Virtual Agent for Customer Service Management
              • Customer Service Virtual Agent conversations
            • Integrate Customer Service Management Virtual Agent with Facebook Messenger (Legacy)
            • Configure pre-chat after upgrading
          • Configuring the email channel
            • Email Interaction
              • Activate Email Interaction for CSM
              • View the service channel configured with Email Interaction for CSM
              • Configure Advanced Work Assignment for routing email interactions
              • Configure flows for incoming emails that create and update interactions
                • Activate a flow for Email Interaction for CSM
                • Define a custom flow to create or update email interactions
              • System properties for configuring Email Interaction
              • Configure an ongoing notification for email interactions
              • Enable agents to respond to customers with email activity history
              • Configure email notifications for an interaction
              • Enable Recommended Actions for an email interaction
              • Customize the email interaction experience
              • Customize the New Activity marker for an email interaction
              • Customize an email compact header for an email interaction
              • Customize showing a full conversation in UI Builder
            • Email to case
              • Configure an email address for a product
              • Configure an email subject line prefix
              • Customer service email properties
              • Disable email responses from the case activity stream
              • Configure rules for incoming emails that create and assign cases
                • Define rules to process incoming emails
              • Configure email and comment notifications
              • Send case email replies containing interaction emails in activity history
          • Configuring the phone channel
            • Create an OpenFrame configuration
            • OpenFrame events for work items, agent presence, and interactions
          • Social media integration
        • Chat Zoom Connector
          • Configure Chat Zoom Connector
          • Configure application-specific field values for Zoom interactions
          • Activate the quick action for Zoom meetings
        • Set up Engagement Messenger
          • Engagement Messenger for Customer Service Management
            • Features of Engagement Messenger
          • Install the Engagement Messenger application
          • Configure Engagement Messenger
            • Engagement Messenger module theme requirements
            • Default font sizes for search result text in Engagement Messenger
            • Change the default chat mode for the Chat feature
            • Configure email notifications for unread chat messages
          • Enable Engagement Messenger on a website when third-party application cookies are blocked
          • Update Engagement Messenger launch URLs to the latest version
          • Engagement Messenger properties
          • Feature configuration for Engagement Messenger
            • Enable AI Search in Engagement Messenger for unauthenticated users
          • Configure the default behavior of Engagement Messenger
            • Proactive Recommendations configuration for Engagement Messenger
          • Use Engagement Messenger embed Code to integrate proactive recommendations on a web page
          • Create an identity provider (IdP) for Engagement Messenger
          • Configure a CORS rule for Engagement Messenger
          • Create HTTP response headers for Engagement Messenger
          • Activate an Engagement Messenger module
          • Embed Engagement Messenger in your web application
          • Deep linking feature in Engagement Messenger
            • Launch a feature in Engagement Messenger using custom code
            • Launch a feature in Engagement Messenger using URL parameters
        • Configuring Omnichannel Callback for Customer Service Management
          • Omnichannel Callback for Customer Service Management
          • Install Omnichannel Callback for Customer Service Management
          • Publish the Virtual Agent topics for callback
          • Configure the callback behavior for Omnichannel Callback for Customer Service Management
        • Implement the Interaction Controls Component (ICC) for contact center voice call and callback integration
          • Plugin requirements for voice and callback integrations with contact centers
          • Set default workspace for CCaaS
      • Implement Intelligence
        • Configuring Recommended Actions
          • Recommended Actions
            • Contexts in Recommended Actions
            • Rules in Recommended Actions
            • Recommendations in Recommended Actions
            • Context inputs in Recommended Actions
            • Guidances in Recommended Actions
              • Attach and share article guidance
              • Share KB in chat interactions guidance
              • Share knowledge articles in phone interactions
              • Default guidance for search results
            • Resource generators in Recommended Actions
            • Domain separation and Recommended Actions
            • Queues for Recommendation Actions Application
          • AI search in Recommended Actions
            • Enable AI search in Recommended Actions
          • Example configurations of recommended actions
            • Example: Troubleshoot a failed credit card transaction
              • Create a recommendation with the decision tree as an action type
            • Example: Recommend an assignment group for a router issue
              • Creating a decision table for recommending assignment groups
              • Configure a resource generator for providing assignment group as an outcome
              • Create a field recommendation for recommending assignment group field value
              • Create a recommendation with the field recommendation as an action type
            • Example: Link the similar major case to the current case
              • Configuring a subflow for the guidance action automation
              • Configure a resource generator for providing a similar major case to the current case
              • Create a guidance for linking the similar major case to the current case
              • Create a rule from the Case context record
              • Create a recommendation with guidance as an action type
          • Install the Recommended Actions application
            • Components installed with Recommended Actions
          • Configuring the Recommended Actions application
            • Create a context in Recommended Actions
            • Create a context input in Recommended Actions
            • Create a rule in Recommended Actions
            • Create a recommendation in Recommended Actions
            • Creating guidance and field recommendation in Recommended Actions
              • Create a field recommendation in Recommended Actions
              • Create a guidance in Recommended Actions
              • Configure guidance actions in Recommended Actions
              • Configure a guidance preview experience
              • Customize a guidance preview experience in the UI Builder
              • Customize a guidance detail experience in the UI Builder
            • Create a resource generator in Recommended Actions
              • Resource generator inputs form
            • Configure the arbitration parameters in Recommended Actions
            • Configure force refresh for recommendations
          • Configuring AI search in Recommended Actions
            • Map AI search results with guidance inputs in Recommended Actions
            • Automatically map AI search results with guidance inputs in Recommended Actions
            • Enable full view search for Recommended Actions in a configurable workspace
          • Recommended Actions for Customer Service
            • Contexts in Recommended Actions for Customer Service
            • Guidances in Recommended Actions for Customer Service
            • Recommended Actions in the chat interaction record
        • Machine learning solutions for Customer Service Management
          • Task Intelligence for Customer Service
            • Record categorization
            • Sentiment Analysis
            • Language detection
            • Document Intelligence for Customer Service
              • How Document Intelligence for Customer Service works
            • Similar case recommendation
            • Task Intelligence Admin Console
              • Machine learning model setup and behavior
            • Install the Task Intelligence for Customer Service application
              • Components installed with Task Intelligence for Customer Service
            • Configure Task Intelligence for Customer Service
              • Configure record categorization
              • Configure Sentiment Analysis
              • Configure language detection
              • Configure Document Intelligence for Customer Service
              • Create a model to predict record fields
              • Create a model to predict case sentiment
              • Create a model to detect case language
              • Create a Document Intelligence use case
              • Create a model to predict similar open incidents
              • Create a model to predict similar cases
              • Edit a model
              • Export a model
              • Create a custom similar case model
          • Predictive Intelligence for CSM solution definitions
          • Trending case topics
            • Configure trending case topics
              • Train the clustering solution definition to automatically group similar cases into topics
              • Train the similarity solution definition to find similar existing major cases
          • Similar case recommendations
            • Additional search resources
            • Similarity solution definitions
            • Similar case user actions
          • Estimated time to resolve a case
            • Configure settings for estimated time to resolve values
              • Configure the default estimated resolution time
              • Display the time to resolve ribbon component
          • Predictive Intelligence for case management
            • Configure Predictive Intelligence for case management
            • Use Predictive Intelligence for case management
            • Update cases with missing field predictions
          • Configure Auto-Responder notifications
            • Enable Auto-Responder
            • Train the similarity solution for finding Auto-Responder notification content
            • Configuring the search context for Auto-Responder
            • Limit the number of articles in Auto-Responder notifications for cases
            • Include advanced contextual search results in Auto-Responder notifications
            • Registering custom script includes against the scripted extension points
            • Enable text search recommendations in Auto-Responder notifications
            • Include cases logged using specified communication channels in Auto-Responder notifications
            • Include knowledge articles from custom portals in Auto-Responder notifications
            • Configure Auto-Responder for tasks other than cases
      • Set up self-service
        • Configure the Customer and Consumer Service Portals
          • Activate the Consumer and Customer Service Portals
          • Setup the Customer and Consumer Service Portals
          • Configure AI Search for the Customer and Consumer Service Portals
          • Enable AI search in the Customer and Consumer Service Portals for unauthenticated users
          • Enabling guest users to submit a catalog item on the Customer Service Portal
            • Enable public access on a service portal page
            • Enable public access on widgets
            • Enable public access for categories for the catalog items
            • Enable public access for a catalog item
              • Configure catalog item script to display confirmation message and redirect the guest user
              • Enable public access for a catalog item variable and variable set
              • Enable public access on REST APIs
                • Apply rate limit on REST APIs
          • AI Search Assist for authenticated external users
            • Configure AI Search Assist Actions for authenticated external users
            • Configure AI Search Assist in the Customer and Consumer Service Portals for authenticated external users
          • Activate the standard ticket page for upgrade customers
          • Configure the standard ticket page for cases
          • Activate the sitemap configuration and definition records for the Consumer Service Portal
          • Limit access to product model data on the Customer Service Portal
          • View the number of portal bot-based sessions
          • Multi-factor authentication for Customer and Consumer Service Portals
        • Configure Business Portal
          • Setup the Business Portal
            • Setup the theme for Business Portal
          • Configure a taxonomy on Business Portal to define topics relevant to your users
          • Configure AI Search for Business Portal
          • Enable AI search in the Business Portals for unauthenticated users
          • AI Search Assist for authenticated external users
            • Configure AI Search Assist Actions for authenticated external users in Business Portal
            • Configure AI Search Assist for authenticated external users in the Business Portal
          • Limit access to product model data on the Business Portal
          • Multi-factor authentication for Business Portal
        • Configure Walk-up Experience for Customer Service Management
          • Walk-up Experience for Customer Service Management
            • Walk-up Experience for guest users
          • Domain separation and the CSM Walk-up Experience application
          • CSM Walk-up Experience portal security and access
          • Configure the Walk-up Experience portal
          • Configure Walk-up Experience service channel
          • Configure Walk-up Experience notifications
          • Configure Walk-up Experience schedules
          • Walk-up Experience appointment booking
            • Configure appointment booking
            • Walk-up Experience appointment booking administration
            • Enable Walk-up Experience appointment-booking
            • Walk-up Experience appointment booking configuration
              • View or modify a Walk-up Experience appointment booking configuration
              • Create a Walk-up Experience appointment booking configuration for a service
              • Configure daily schedules for Walk-up Experience service appointment booking
              • Activate and configure appointment booking reminders for Walk-up Experience
          • Configure Walk-up Experience locations
          • Configure Walk-up Experience locations for guest users
          • Remove a Walk-up Experience location
          • CSM Walk-up Experience customer satisfaction surveys
            • Configure Walk-up Experience surveys
          • System properties for configuring Walk-up Experience for guest users
            • Add a Walk-up Experience online check-in link on the Service Portal home page
        • Configure Conversational Appointment Booking
          • Conversational Appointment Booking
          • Install Conversational Appointment Booking
        • Set up Configurable Portal widgets
          • Activate the UI Components for Customer Portals plugin
          • Create a page for Configurable Portal widgets
          • Portal Polaris Header widget
            • Configure the Portal Polaris Header widget for your portal
              • Configure company logo on your portal header
              • Configure the search option for your portal header
              • Configure a wishlist and cart for your portal header
              • Configure notification, approval, and survey for your portal header
            • Portal Mega Menu widget
              • Configure the category of a Portal Mega Menu widget
          • Portal Browse Taxonomy widget
            • Add and configure the Portal Browse Taxonomy widget
            • Add a taxonomy to your portal
          • Portal Banner widget
            • Add and configure the Portal Banner widget
            • Provide web page link buttons to display on the Portal Banner widget
            • Add a widget in the Portal Banner widget
          • Portal Banner Carousel widget
            • Add and configure the Portal Banner Carousel widget
            • Create a slide for the Portal Banner Carousel widget
          • Portal Case Cards widget
            • Add and configure the Portal Case Cards widget
            • Display the integer values of all case states
          • Portal Quick Links widget
            • Add and configure the Portal Quick Links widget
          • Portal Knowledge Quick Links widget
            • Add and configure the Portal Knowledge Quick Links widget
          • Portal Catalog Quick Links widget
            • Add and configure the Portal Catalog Quick Links widget
          • Portal Data List widget
            • Add and configure the Portal Data List widget
            • Hide or show categories in the Data List widget
          • Portal FAQ widget
            • Add and configure the Portal FAQ widget
          • Portal Polaris Footer widget
            • Configure the Portal Polaris Footer widget
            • Configure sitemap links for the Portal Polaris Footer widget
            • Configure social media links in the Portal Polaris Footer widget
            • Add related links in the Portal Polaris Footer widget
          • Portal Object widget
            • Add and configure the Portal Object widget
          • Portal Taxonomy Topic widget
            • Add and configure the Portal Taxonomy Topic widget
            • Configure a Portal Browse Taxonomy widget to work with the Portal Taxonomy Topic widget
      • Extend capabilities
        • Outsourced Customer Service
          • Configure Outsourced Customer Service
          • Outsourced Service Provider dashboard
        • Configure Proactive Customer Service Operations
          • Proactive Customer Service Operations
            • Outage tracking for install base
            • Integration with Event Management
              • Service health status for install base
          • Activate Proactive Customer Service Operations
          • Activate Proactive Customer Service Operations with Event Management
          • Configure form views for Proactive Customer Service Operations
          • Activate an alert rule to automatically create a proactive case from an alert
          • Configure proactive case flows
        • Configure Customer Service Platform Analytics Solutions
        • Configure the Platform Analytics Solution for Self-Service Analytics for Customer Service
          • Activate the Self-Service Platform Analytics Solution
    • Administer Customer Service Management
      • Anonymous chat
        • Modify the anonymous chat record producer
        • Create a matching rule for anonymous chat
        • Configure anonymous chat properties
        • Respond to an anonymous chat request
      • Customer Service Management Workflow Studio actions
      • Domain separation and Customer Service Management
        • Domain separation and entity relationships
      • Extension points in Customer Service Management
      • Knowledge product entitlements
        • Add a related product to a knowledge base or knowledge article
        • Set knowledge product entitlement properties
      • Limit knowledge base access to internal users
      • Quick start tests for Customer Service Management
      • Routing and assigning customer service cases
        • Invoke the MatchingRuleProcessor API
        • Reverse matching
          • Limit the number of task sys_ids returned for reverse matching rules
      • Assignment workbench overview
        • Matching criteria for case assignment
        • Matching rules for case assignment
      • Special handling notes
      • Case and account escalation
        • Case and account escalation differences
        • Case and account escalation process
        • Case and account escalation components
        • Case and account escalation form
        • Administering case and account escalation
      • Case action status overview
        • Actionable case flows
        • Blocking tasks
        • Case action status analytics
        • Case action status logging
      • Major issue management overview
        • Major, candidate, and child cases
        • Recipients lists
        • Major Case form view
        • Propose a case as a major case candidate
        • Create a major case candidate
        • Approve or reject a major case candidate
        • Create a major case
        • Create child cases for a major case
        • Add an existing case as a child to a major case
        • Components installed with Major Issue Management
      • Automatically close customer service cases
        • Notifications for resolved cases
      • Administer Customer Contracts and Entitlements
        • Add related lists to sold products and install base items
        • Add a service contract related list
    • Integrating Customer Service Management with other applications
      • Integrating withIT Service Management
        • CSM integration with IT Service Management overview
          • CSM integration with Incident Management
          • CSM integration with Problem Management
          • CSM integration with Change Management
          • CSM integration with Request Management
            • Service catalog integration with the Customer and Consumer Service Portals
          • Extension points for CSM integration with IT Service Management
        • Setting up CSM integration with IT Service Management
          • Integrate with IT Service Management using Guided Setup
          • Activate Customer Service Management with Service Management
          • Activate Customer Service Management with Request Management
          • Assigning CSM/ITSM integration roles
          • Enable external customers to access problem, change, and request records
            • Related records list widget
          • Enable external customers to create requests
          • Enable external customers to approve requests and changes
          • Enable the Create Request UI action for case types
        • Create incident, problem, change, and request records from cases
        • Create a request from the Customer and Consumer Service Portals
      • Integrating with Service Portfolio Management
        • Integrate with Service Portfolio Management using Guided Setup
        • Activate Customer Service Management with Service Portfolio Management
        • Configure form views for Service Portfolio Management integration
        • Assign roles for Service Portfolio Management integration
      • Integrating with Continual Improvement Management
        • Integrate with Continual Improvement Management
      • Integrating with IT Operations Management
        • Integrate with ITOM Event Management
      • Integrating with Customer Project Management
        • Integrate with Customer Project Management using Guided Setup
        • Customer Project Management personas, roles, and tables
        • Customer Project Management domain separation
        • Customer project manager tasks
          • Assign a project task
          • Create a project issue for a case
          • Create a project change request for a case
          • Create a customer project from an idea
          • Create a customer project from a demand
        • Customer service agent tasks
        • Customer tasks
        • Customer Service Investment Portal
          • Create an investment board on the CSM Investment Portal
      • Integrating with Financial Management
        • Integrate with Financial Management
      • Integrating with Adobe Experience Manager
        • Integrate Customer Service Management with Adobe Experience Manager
        • Configuring authentication settings for ServiceNow services and components in AEM
        • Configuring integration settings for ServiceNow services and components in AEM
        • Customizing the colors of ServiceNow components in AEM
        • ServiceNow pages in Adobe Experience Manager
        • Display ServiceNow knowledge articles on an Adobe Experience Manager page
        • Display ServiceNow cases on an Adobe Experience Manager page
      • Integrating with Computer Telephony Integration (CTI)
        • OpenFrame overview
        • Interaction Controls Component
        • Computer Telephony Integration Workflows
        • CTI demo implementation
          • Configure the CTI demo
          • Working with the CTI using the OpenFrame window
          • Computer Telephony demo integration with the Case form
          • Computer Telephone demo integration with tasks
          • Associate a phone number with a workflow
      • Integrating with Microsoft Outlook
        • Integrate Customer Service Management with Microsoft Outlook
        • Configure the ServiceNow Add-in for Microsoft Outlook
        • Include a combined CSM and ITSM add-in icon in Microsoft Outlook
        • Install the ServiceNow Add-in for Microsoft Outlook
      • Integrating with Safe Workplace applications
        • Set up Customer Service Management integration with Safe Workplace applications
        • Configure the health screening form
        • Using Customer Service Management with Safe Workplace applications
      • Integrating with consumer messaging apps
        • Integrating WhatsApp with Customer Service Management through Twilio
        • Integrating LINE with Customer Service Management
        • Integrating Facebook Messenger with Customer Service Management
        • Integrating Apple Messages for Business with Customer Service Management
      • Integrating with Process Mining
      • Integrating with contact centers
        • CCaaS Admin Console
          • Importing skills, queues, and wrap-up codes
          • Import queues
          • Import wrap-up codes
          • Import skills
        • Voice controls test simulator
          • Set up Voice controls Simulator Tool
        • Interaction Controls Component (ICC) for voice calls
          • Interaction Controls Component (ICC) call features
          • Global call list
          • Phone directory
          • Call resiliency
        • Integrating contact centers with Interaction Controls Component (ICC) for callbacks
          • Callback interaction features
    • Using Customer Service Management
      • Manage cases
        • Create a customer service case
        • Create a customer service case of a specific type
          • Create an onboarding case
        • Create a record in CSM Configurable Workspace
        • Create a customer service case from a chat
        • Assign a customer service case
        • Create a task for a customer service case
        • Create a case task of a specific type for a customer service case
        • Create a work order for a customer service case
        • Create a request on behalf of a customer or consumer
        • Add an entitlement to a case
        • Add an entitlement to a case line
        • Close a customer service case
          • Customer service satisfaction surveys
        • Create a consumer case from a chat
        • Create a consumer case from an anonymous chat
        • Create a consumer record
        • Create a consumer record from an anonymous chat
        • Create additional consumer addresses
        • Respond to a case using an email quick message
        • Initiate a conference call from a case
        • Use the Activity Stream
        • Resolve cases with knowledge and community content
        • Manage skills for a customer service case
        • Using Chat Zoom Connector
          • Initiate Zoom meetings from chats
          • View details for Zoom meetings initiated from chats
        • Using CSM Configurable Workspace in Customer Service Management
          • Open CSM Configurable Workspace
          • Look up and verify a contact or consumer
          • Create a contact or consumer using Lookup and verify
          • View the install base in CSM Configurable Workspace
          • View sold product information in CSM Configurable Workspace
          • Search for knowledge articles in CSM Configurable Workspace
          • Open a knowledge article in a sub-tab
          • Create a knowledge article from a case
          • Report a knowledge gap
          • Respond to a community thread from a case
          • Use response templates to add information to cases and case tasks
          • Use Customer Central
          • View trending case topics
          • Add trending case topics to existing major cases
          • Create major cases for trending case topics
          • Manage email tasks
            • Compose an email from a case
            • Compose an email from the ribbon component
            • Compose an email from an email template
            • Send an email response from a case activity stream
            • Preview an email from the Emails related list
          • Initiate SMS conversations from CSM Agent Workspace
          • Initiate messaging conversations from CSM Configurable Workspace
          • Create a work plan in Customer Service Management (CSM) Configurable Workspace
        • Using Business Location 360
          • Business Location 360 components
          • Access Business Location 360 as a customer service agent
          • Access Business Location 360 as a customer service manager
          • Access Business Location 360 as a location service agent
        • Outsourced Service Provider agent tasks
          • Create work order
          • Escalate a case
          • View account or consumer assets
          • View account contracts
          • View customer or consumer data
          • Create a case task
          • Assign a case
          • Create an appointment
          • Transfer a case
          • View cases
          • View case related emails and respond
          • Report knowledge gap from a case
          • Propose a major case
          • Close a case
          • Contextual search
          • View list of entitlements
      • Manage schedules and sites
        • Managing agent calendar
          • Configuring an agent calendar
            • Create an event configuration for an agent calendar
            • Create a work schedule for agents
            • Create a personal event for an agent or technician
            • Create a schedule to use with the agent calendar
          • Use the agent calendar
            • Add an event to the agent calendar
            • Move an event on the agent calendar
            • Show or hide event types on the agent calendar
        • Using Microsoft Outlook with CSM
          • View Microsoft Outlook customer contact details in your instance
          • Create a contact in Microsoft Outlook
          • View or modify existing cases in Microsoft Outlook
          • Create a new case from an email message in Microsoft Outlook
        • Mobile experience for CSM
          • CSM application overview
          • Get started with the Customer Service mobile application
            • Use mobile application to perform agent and manager tasks
        • Install base work plans
          • Create a work plan with Customer Service Management (CSM)
          • Create a work order
      • Automate and optimize
        • Using Virtual Agent in Customer and Consumer Service Portals
          • Now Assist in Virtual Agent in self-service portal
          • Using Now Assist in portal case form
          • Update the service portal chat configuration
        • Now Assist conversational experience in self-service portals
        • Using Proactive Customer Service Operations
          • Create a proactive case from an alert
          • Manage a proactive case created from an alert
          • Review and accept a proactive case as a major case
          • Track the service health of install base items in Agent Workspace
          • Associate an outage to a major case
          • Create an outage from a major case
          • Track outages for install base items
        • Use Task Intelligence for Customer Service
          • Review and submit values predicted by Document Intelligence
          • View Task Intelligence Analytics
          • View Task Intelligence prediction history
          • View prediction on field change
          • View similar case recommendations
        • Use Guided Decisions in playbooks to resolve cases
        • Use Guided Decisions in recommended actions to resolve cases
        • Using the Recommended Actions application
          • Use Recommended Actions to resolve cases
          • Use Recommended Actions to attach knowledge articles to chat
          • Use AI search in Recommended Actions to resolve cases
        • Using Playbooks for Customer Service Management
          • Create a record using a playbook
          • Filter playbook activities
          • Using the activity stream in the contextual side panel
          • Viewing dynamic related records in the contextual side panel
          • Viewing ribbon information in the contextual side panel
          • Add an optional activity
          • Summarize a case
      • Agent management
        • Time recording for Customer Service Management
          • Record time worked for a case or activity
          • Review time worked for a case or activity
          • Modify or delete time worked entries for cases or activities
          • Review a time card
          • Review and submit a time sheet for a customer service agent
          • Review and approve time sheets for customer service agents
          • Review expense lines created from time cards
        • Workforce Optimization for CSM Agent Workspace
          • Access your profile from CSM Agent Workspace
          • Manage your schedule from CSM Agent Workspace
          • Clock-in and clock-out your work shift
          • Approve or reject a shift swap from CSM Agent Workspace
        • Assign a case from the assignment workbench
        • Manage special handling notes
          • Create a special handling note
          • Update a special handling note
          • Delete a special handling note
          • Delete a special handling note from a form
        • View team members assigned to an account
        • Add an agent to the chat support assignment group
        • Approve a service contract
        • Outsourced Service Provider manager tasks
          • Onboard an Outsourced Service Provider agent
          • Assign a case to an OSP agent
      • Customer management
        • Using customer access management
          • Add related parties to a case
            • Case update notifications
          • Adding related parties to a sold product
            • Add additional consumers for the sold product
            • Add additional contacts for the sold product
            • Add additional accounts for the sold product
          • Add related parties to an install base item
          • Restrict contact access
        • Using Customer Contracts and Entitlements
          • Using Contracts and Entitlements Workflows
            • Suspend a service contract
            • Modify a service contract
            • Resume a service contract
            • Renew a service contract
            • Cancel a service contract
            • Suspend a service contract line
            • Modify a service contract line
            • Resume a service contract line
            • Renew a service contract line
            • Cancel a service contract line
            • Upsell or Downsell a service contract line
            • Modify an entitlement
            • Suspend an entitlement
            • Resume an entitlement
            • Renew an entitlement
            • Cancel an entitlement
            • Add contract lines to a service contract
            • Add Covered Products using Contracts and Entitlement Workflow
          • Add a sold product or install base item to a service contract
          • Record the usage on the entitlement
        • Create a social media profile
        • Create a social media log entry
        • Using customer data models for B2B2C
          • Associate an account with consumers
          • Associate sold products with account consumers
          • Associate install base items with account consumers
          • View install base information as an account consumer
          • View sold products information as an account consumer
        • Using CSM Data Classification
      • Customer communication
        • Using Playbooks for Portals
          • Creating an onboarding case with Playbooks for Portals
          • Creating a guided onboarding case from CSM Configurable Workspace
          • Create an onboarding request from the service catalog
        • Using Walk-up Experience
          • Check in at a walk-up location
          • Schedule appointments or join a queue from the Customer Service Management portal
          • Schedule a walk-up appointment as a guest user
          • Modify or cancel a walk-up appointment as a guest user
          • Monitor Walk-up Experience queues
          • CSM Walk-up Experience dashboard
          • Walk-up Experience queue and interaction management
            • View assigned Walk-up Experience location
            • View Walk-up Experience inbox
            • Manage automatically assigned Walk-up Experience interactions
            • Manage Walk-up Experience interactions manually
            • View and manage Walk-up Experience appointments in Agent Workspace
            • Manage appointments in the navigator
        • Using Auto-Responder for case deflections
          • Close a case from a knowledge article recommended in an Auto-Responder notification
          • Set Auto-Responder notification preferences
        • Using Omnichannel Callback for Customer Service Management
          • Working with callback requests from an agent
            • Working with callback requests using Virtual Agent
            • Working with callback requests using the Customer Service Portal
            • Working with callback requests using Engagement Messenger
            • Address a callback request from a customer
        • Manage a CCaaS callback request in the Configurable Workspace
          • Manage a CCaaS callback request using Global Voice Control
        • Using Email Interaction for Customer Service Management
          • Routing and assigning an email interaction to agents
          • Using the email interaction page
          • Engaging with the customer using email interaction
            • Verify a contact, consumer, or guest user
              • Create a consumer or contact record
            • Create a customer contact
            • Using the activity stream in an email interaction
            • Compose an email or a work note
            • View notifications on email response
            • Close an email interaction
          • Creating a case from an email interaction
          • Associate an existing case with an email interaction
          • Accessing associated cases and interaction emails
        • Using the Customer Service Portal
          • Manage contacts from the customer portal
          • Manage customer registration requests
          • Assign a contact to an asset from the customer portal
          • Search for information using the customer portal
            • Search the knowledge base
            • Search the customer service community
          • Deflect cases with knowledge and community content
          • View asset information from the Customer Service Portal
          • View or update customer contact information
          • Customer notification preferences
          • Change your password directly from the Customer Service Portal
          • Customer contact self-registration
            • Submit a self-registration request
            • Request a password reset
            • Log in to the Customer Service Portal for the first time
          • View product information from the Customer Service Portal
          • Create a product case from the Customer Service Portal
          • Chat with an agent from the Customer Service Portal
          • Get help using virtual agent conversations
          • View or modify a case from the Customer Service Portal
          • View a publication on the Customer Service Portal
          • Complete a customer service satisfaction survey
          • Request an item or service from the Customer Service Portal
          • View case records from the Customer and Consumer Service Portals
          • Close a case from the Customer Service Portal
          • View install base information from the Customer Service Portal
          • Create a case for install base from the Customer Service homepage
          • Approve a change request, or registration request
          • View the status of a request, change request, or registration request
          • Enable language selection for guest users
        • Using the Business Portal
          • Manage contacts from Business Portal
          • Manage customer registration requests from Business Portal
          • Customer contact self-registration on Business Portal
            • Submit a self-registration request
            • Log in to the Business Portal for the first time
          • Request a password reset
          • Change password on Business Portal
          • Customer notification preferences
          • Approve, change, or registration request from Business Portal
          • Search for information using Business Portal
          • Chat with an agent from the Business Portal
          • Get help using virtual agent conversations from Business Portal
          • View a publication on Business Portal
          • Request an item or service from the Business Portal
          • View cases and case tasks from the Business Portal
          • View or modify a case from the Business Portal
          • Close a case from the Business Portal
          • Complete a customer service satisfaction survey
          • Deflect cases with knowledge content
          • Configure the standard ticket page for cases
          • View install base information from the Business Portal
          • Create a case for install base from the Business Portal
          • View product information from Business Portal
          • View Product Inventory information on Business Portal
          • Create a product case from Business Portal
          • Guest users experience on Business Portal
          • Enable language selection for guest users
          • View common questions (FAQs) on Business Portal
        • Using the Consumer Service Portal
          • Pre-chat from the Consumer Service Portal
          • Register for the Consumer Service Portal
          • Log in to the Consumer Service Portal
          • Change your password from the Consumer Service Portal
          • View or edit a consumer profile
          • Register a product from the Consumer Service Portal
          • View a list of products from the Consumer Service Portal
          • Access your list of install base items from the Consumer Service Portal
          • Create a case from the Consumer Service Portal
          • View a case from the Consumer Service Portal
          • Accept or reject a case solution from the Consumer Service Portal
          • Chat with an agent from the Consumer Service Portal
          • Chat anonymously with an agent from the Consumer Service Portal
          • View a publication on the Consumer Service Portal
        • Using Conversational Appointment Booking
          • Schedule an appointment with Conversational Appointment Booking
          • Reschedule an appointment with Conversational Appointment Booking
          • Cancel an appointment with Conversational Appointment Booking
        • Using the Business Location Service Portal
          • Add staff members to a business location in the Business Location Service Portal
            • Agent assistance for your business location staff
          • Create cases for a business location in the Business Location Service Portal
            • Track cases on the Business Location Service Portal
          • Track work orders on the Business Location Service Portal
          • Track customer orders on the Business Location Service Portal
          • Track and update projects
    • Analytics and reporting for Customer Service Management
      • Customer Service Platform Analytics Solutions
        • Customer Portal Usage dashboard
        • Customer Service Agent dashboard
        • Customer Service Manager dashboard
        • Proactive Customer Service - Advanced dashboard
        • Customer Service Management integration with Service Management analytics
        • Service Manager dashboard
        • Major issue management analytics
      • Platform Analytics Solutions for Self-Service Analytics for Customer Service
        • Self-Service Analytics dashboard for Customer Service Management
        • Report knowledge gaps based on unsuccessful searches
    • Customer Service Management reference
      • Configurable Portal Widgets reference
        • Configurable Portal widget library
        • Configurable Portal widgets instance options
          • Portal Browse Taxonomy widget instance options form
          • Portal Header notification, approval, and survey form
          • Portal Banner widget instance options form
          • Portal Banner Carousel widget instance options form
          • Portal Case Cards widget instance options form
          • Portal Quick Links widget instance options form
          • Portal Knowledge Quick Links widget instance options form
          • Portal Catalog Quick Links widget instance options form
          • Portal Data List widget instance options form
          • Portal FAQ widget instance options form
          • Portal Object widget instance options form
          • Portal Taxonomy Topic widget instance options form
        • JSON parameter in Configurable Portal Widgets
          • Portal Banner widget JSON parameters
          • Portal Data List widget JSON parameters
          • Portal Footer widget JSON parameters
        • Script parameters for the search option in the Portal Banner widget
        • Default highlight color for different case states
      • Portal reference
        • Business Portal user roles
        • Customer Orders form
        • Customer Service Portal user roles
        • Consumer Service Portal properties
        • Rate limit rule form for guest user access to catalog items
        • Sitemap Generator for the Consumer Service Portal
        • Portal usage calculation
      • Customer Service Cases list
      • Engagement Messenger reference
        • Greeting feature configuration
        • Knowledge feature configuration
        • Search feature configuration
        • Case management feature configuration
        • Catalog feature configuration
        • Field service feature configuration
        • Walk-up feature configuration
        • Chat feature configuration form fields
        • Callback feature configuration form
        • Configurable Cards feature configuration
      • Chat Setup configuration form
      • Customer Service Management roles
      • Customer Service forms
        • Account form
        • Asset form
        • Case form
          • Case timeline
            • Use the case timeline with other applications
          • Case process flow formatter
          • Case form related lists
          • Case states
          • Create a case for a new install base item
            • Migrating the install base information for existing cases
          • Assign a partner contact on the case form
        • Case line item form
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Table of Contents

Portal Catalog Quick Links widget instance options form

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  • UpdatedJul 31, 2025
  • 2 minutes to read
    • Zurich
    • Customer Service Management

The instance options enable you to configure the Portal Catalog Quick Links widget on a portal page.

Table 1. Data fields on the Instance form
Instance option Description
Catalog Item Table Table from which the records shown as a card on the widget are selected.

By default, this field is set to the Item [sc_cat_item)] table.
Display Catalog Items Displays catalog items according to the selection.
The available options are:
  • Manually select
  • Dynamic query

The default selection is Dynamic query.

Note: Currently, if you select None, the selection is set to Dynamic query.
Manually Select Catalog Items The catalog items to appear on the widget chosen manually from a set of predefined catalog items that are associated with the portal.

This field applies only when Manually select is selected from Display Articles.
Dynamic Query Query to filter catalog records to display on the widget.

By default, this field is set to the Service Catalog items [sc_cat_item] table.

This field applies only when Dynamic query is selected from Display articles.
Sort by Field in the Service Catalog items [sc_cat_item] table that determines the field by which records are sorted and displayed on the widget.

This field applies only when Manually select or Dynamic query is selected from Display articles.
Sort Order The order in which the catalog items appear on a widget.

The default sort order is Z to A.
Table 2. Presentation fields on the Instance form
Instance option Description
Title Required title of a Portal Catalog Quick Links widget. The default text is Catalog Quick Links.
Table 3. Behavior fields on the Instance form
Instance option Description
Show Carousel Option to switch between carousel view and grid view.
Max Quicklinks to Display Number of catalog items to appear by default on the widget.

The default value is 10.
Card Display Style The display style of a card on the widget.
The available options are:
  • Thumbnail
  • Icon on top
  • Icon on left
  • Simple text
  • Title only

The default display style is Thumbnail.

Note: Currently, if you select None, the display style is set to Thumbnail.
Catalog Item page The Catalog item page that open when the catalog item is accessed.

By default, this field is set to the Service Catalog items [sc_cat_item] page.
Related Content
  • Portal Catalog Quick Links widget

    The Portal Catalog Quick Links widget displays catalog items according to filter criteria, enabling you to include an image, icon, name, and description on the card.

  • Add and configure the Portal Catalog Quick Links widget

    Add a Portal Catalog Quick Links widget on your portal and modify its data, presentation, and behavior. You can use the Portal Catalog Quick Links widget to display frequently accessed catalog items on your portal.

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