ServiceNow enables agents to create Incidents [incident] based on Cases [sn_customerservice_case], typically for internal break-fix situations. In these scenarios, the case’s Contact is assigned as the incident Caller, and the case’s Account is assigned as the incident Company. In the…
Tag: csm
CSM Workspace : User Lookup and Verify
An agent in ServiceNow’s Customer Service Management (CSM) uses the Interaction [interaction] table to document their initial contact with users seeking support. This interaction can occur through direct chat on the portal or via a phone call to the service…
Journal field components in Configurable Workspaces
In ServiceNow, there is often a need to synchronize Work Notes and Additional Comments across related task records. This is typically accomplished using a few business rules and logic to prevent looping. In the Customer Service Management (CSM) environment, Additional…
Customer Central Tabs in CSM Configurable Workspace
Case Types in ServiceNow’s Customer Service Management (CSM) application help to streamline processes and ensure that each customer query is addressed appropriately and efficiently. The configuration of case types can be customised to fit the specific needs of an organisation,…
Replicate Change Model Interceptor from Service Operations Workspace to CSM/FSM Workspace
The Service Operations Workspace is a comprehensive environment tailored for IT service management. However, for organisations that are more inclined towards customer service operations, versatile workspace like the CSM/FSM Configurable Workspace becomes essential and the need to create Change Requests…