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Customer Service Management

Automate requests, proactively address issues, and empower employees to address customer needs quickly and proactively.

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Now Assist for CSM: Quick Start Guide
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Now Assist for CSM: Quick Start Guide

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Yokohama Release Highlights for Customer Service Management
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Yokohama Release Highlights for Customer Service Management

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Explore Best Practices for using...
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Explore Best Practices for using...

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Question status: Question status:

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Formatter

Hi Team, Can we call formatter on case form and make it mandatory as per assignment group changes? Thanks & Regards,Reena

Question

Unable to hide New Button on related list in CSM Workspace when parent is Closed

Hi,I want to hide a NEW Button on related list in CSM Workspace whenever a parent Case gets closed. In a Native UI I am able to achieve it by using List Control. But in CSM Workspace not able to achieve. I have also tried an option of UX declarative ...

Question
Advanced Work Assignment
Agent Workspace
Communities
Notify

Best Practice for opening up Inbound email settings

What is the best practice for Inbound email settings that would allow requests to be created for non-contacts (for example, contacts who are utilizing personal emails) without opening the platform up for spam?

Question
Customer Service Management

Resolved! Multi Row variable set varriables are missing in Report Filter

Hi Team,I have a multirow variable set [Contact Info] for a Record producer[creating record in case table] .But when I am creating a report , I cannot choose those variables from report filter.Could you please help me here.Please find the screenshot...

Question

Resolved! How to get duration to resolved the csm cases

How to get duration to resolved the csm casesIs there any metric table created for calculating the average duration to resolved the cases. Thanks

Question

Special Handling Notes

Hi Team,I'm actually facing an issue with Special handling note.The "short description" or the heading of the special handling note is not getting displayed in a single Line format in the popup window, rather than that, it is getting displayed as wor...

Question

Search issue on CSM portal

When trying to search for a CR on the portal, it returns its correspondent RFCH case. We need it to return the only CR case so that the customer can see all the up to date notes. Is there any other solution for this?

Question

How to sort the reference variable in DESC order in Catalog item

Hi team,How to sort the reference variable in DESC order in the Catalog item. Regards,Manasa

Question

All approvals required again if rejected once

Hi,I need to make it so that if any approval is rejected - others cease to apply and are required again for Normal Change Request.The problem is that in each approval step we have a script that if a person has previously made an approval and approved...

Question

CSM Workspace - Set List View Dynamically based on User Login

Hi Team, I have a query whether is it possible to set dynamic list view in Workspace based on user login. For eg: If a login person is from HR group, then he/she can see only certain set of fields and not the others, similary if a person from Central...

Question

Create Case Type from Interaction Record-Consumer, Type Should be Autopopulate from Interaction

Hi Everyone, 1)We have a "Create a Case" button on Interaction form in our CSM Workspace for Customer Service Management.2)Currently clicking on this button one pop screen is visible on the screen with a choice field with all 3 case types( "Complaint...

Question

How to Configure the List Layout for a Reference Field (Reference List)

You can configure a list layout to define which columns appear in a reference field’s list view.Steps to Configure the List Layout:Navigate to the Relevant ListIdentify the list you want to configure.For example, in the Case form, the Contact referen...

Question

Internal Users Working on External Customer Projects (Case vs Incident) + CSM RITM Visibility Issue

Hi Community,I have a couple of questions related to a CSM implementation and would really appreciate your guidance:Q1: Internal Users Working on External Customer ProjectsIn our organization, we provide services to external customers using CSM (Case...

Question

Explore Best Practices for using CSM Case Types

When offering world class customer service, there is no one-size-fits-all. ServiceNow CSM Case Types offer a way to streamline and optimize your customer service processes to address customer issues quickly, driving higher agent efficiency and CSA...

Event
Customer Service Management
Virtual

Resolved! Maximum payload size for inbound rest api call

Maximum payload size for the inbound rest api request?May I know where it is configured in service now..is it in system property? If yes, can anyone share the property name..