Using the IntegrationHub Salesforce spoke

Xanadu Customer Service Management
Release
xanadu
ft:locale
en-US
ft:publication_title
Xanadu Customer Service Management
ft:clusterId
csm
bundleId
csm
workflow
Customer and Industry
  • 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
  • Customer Contracts and Entitlements
  • Contracts and Entitlement Workflows
  • 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 Service Management and the CSDM guidelines
  • Customer Service Management and CSDM tables
  • Customer Service Management examples
  • Customer Service Management considerations
  • Customer data
  • Configure accounts and contacts
  • Configure consumers
  • Enhanced address data model for accounts
  • Account Address table
  • 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
  • User management
  • Configure users and groups
  • Assign roles to CSM users
  • 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 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 a Unified Consumer user
  • Create user
  • Assign the Unified Consumer role to a user
  • Creating and associating a Unified Consumer user to a consumer record
  • Create customer relationships
  • Customer data
  • Bi-directional account relationships
  • Create an account relationship type
  • Create an account relationship record
  • Account hierarchy
  • Create an account hierarchy
  • Contact relationships
  • Configuring a contact relationship
  • Create a contact relationship for an account
  • Creating an account team
  • Assign a team member to an account
  • Configure Contributor Users
  • Contributor users
  • Contributor user roles
  • Configure customer access management
  • 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
  • Configure access through the responsibility access configuration
  • Add related party configurations to cases, sold products, install bases, or service organizations
  • 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
  • Modify a sold product and hierarchy
  • Modify a sold product to create a quote
  • Resuming sold products
  • Suspending 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
  • Sales and Order Management workflows
  • Entity configuration and mapping
  • Create an entity configuration
  • Create an entity mapping
  • Compose Sales and Order Management workflows
  • Sales and Order Management Request Tracker
  • 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
  • Service Model Foundation households
  • Create or update a household
  • Add consumers to a household
  • Create a relationship between household members
  • Create a relationship between two consumers
  • Create and manage cases for a consumer or household
  • Create entitlements for a household
  • Create service contracts for a household
  • Consumer Service Portal changes
  • Activating plugins for Customer Service Management (CSM)
  • Activate business locations
  • Activate customer service household
  • 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
  • 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
  • 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 the mandatory skills feature
  • 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
  • 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 the list of 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 document
  • Re-open a post case review document
  • Withdraw post case review approval
  • Cancel post case review
  • Components installed with case digests
  • Activate Case Digests
  • Create a 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 ribbon settings for case types
  • Configure case type and case task type declarative actions
  • 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
  • Technology Product Support Case application
  • Technology Product Support case type
  • Technology Product Support record page
  • Tech Product Support Case table
  • Technology Product Support Case playbook
  • Technology Product Support Case playbook stages and activities
  • 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 a new 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 line item form
  • Case line task form
  • Case line characteristic form
  • Components installed with Case lines and workflows
  • Service definitions
  • Service definition roles
  • 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 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
  • Chat summarization
  • Customer Central
  • 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 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 for use in the remote table definition
  • 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
  • Using a related list to create the connection between the Customer Account and Salesforce Opportunities
  • Set up CSM Configurable Workspace
  • CSM Configurable Workspace record pages
  • Front-line case page
  • Modeless dialogs
  • Front-line case page keyboard shortcuts
  • CSM default record page
  • CSM Interaction record page
  • Creating pages and page variants
  • Set record page order
  • Customize a record page
  • Configure the Front-line case page action bar
  • 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 in the contextual side panel
  • Filter activities in the activity stream
  • 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 the AWA queues for the proxy contact role
  • Agent tools
  • Guided Decisions configuration
  • 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 to ask 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 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 the CSM Configurable Workspace
  • Configure the Customer Activity view
  • Configure component attributes for the Customer Activity view
  • Configure activity types for the Customer Activity view
  • Configure activity groups for the Customer Activity view
  • Configure activity type templates for the Customer Activity 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 CSM
  • Customer Service Virtual Agent conversations
  • Integrate Customer Service Virtual Agent with Facebook Messenger (Legacy)
  • Configure Pre-chat after upgrading
  • Configuring the email channel
  • 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
  • Creating rules for incoming emails that create and assign cases
  • Define rules to process incoming emails
  • Configure email and comment notifications
  • Configuring the phone channel
  • Create an OpenFrame configuration
  • OpenFrame events for work items, agent presence, and interactions
  • Social media integration
  • Configure Chat Zoom Connector
  • 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
  • Configure the feature configuration of 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 Intelligence
  • Recommended Actions configuration
  • Recommended Actions
  • Contexts in Recommended Actions
  • Context inputs in Recommended Actions
  • Rules in Recommended Actions
  • Recommendations in Recommended Actions
  • Guidances in Recommended Actions
  • Attach and share article guidance
  • Share KB in chat interactions guidance
  • Resource generators in Recommended Actions
  • Domain separation and Recommended Actions
  • AI search in Recommended Actions
  • Enable AI search in Recommended Actions
  • Configuring Recommended Actions guidances
  • 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
  • Map AI search results with guidance inputs in Recommended Actions
  • Configure the arbitration parameters in Recommended Actions
  • Configure force refresh for recommendations
  • Configuring AI search in Recommended Actions
  • 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 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 time to resolve a case regression definition
  • 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
  • Customize the Customer and Consumer Service Portals
  • Configure AI Search for the Customer and Consumer Service Portals
  • Enabling AI search in the Customer and Consumer Service Portals for unauthenticated users
  • AI Search Assist for authenticated external users
  • Configure AI Search Assist Actions for authenticated external users
  • Configure AI Search Assist in the for authenticated external users
  • Activate the standard ticket page for upgrade customers
  • Configure the standard ticket page for cases
  • Consumer Service Portal properties
  • Activate the sitemap configuration and definition records for the Consumer Service Portal
  • Portal usage calculation
  • Customer Service Portal user roles
  • 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
  • Sitemap Generator for the Consumer Service 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 or modify a Walk-up Experience appointment booking service configuration
  • 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 Platform Analytics Solution for Self-Service Analytics for Customer Service
  • Customer Service Management for Orders
  • 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 overview
  • 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 with IT 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
  • Creating incident, problem, change, and request records from Agent Workspace
  • 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
  • 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
  • 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 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
  • 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 an agent or technician
  • 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 ServiceNow 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 Customer Service Management
  • Customer Service mobile 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 Customer and Consumer service portal
  • Using Now Assist in portal case form
  • Update the service portal chat configuration
  • Using the Now Assist in Virtual Agent enhanced chat 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 Outsourced Service Provider agent
  • Assign a case to an agent
  • Customer management
  • Using customer access management
  • Adding 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 a related party to an install base item
  • Restrict contact access
  • Using Customer Contracts and Entitlements
  • Using Contracts and Entitlements Workflows
  • Suspend a service contract
  • Resume a service contract
  • Renew a service contract
  • Cancel a service contract
  • Modify a service contract line
  • Suspend a service contract line
  • Resume a service contract line
  • Renew a service contract line
  • Cancel a service contract line
  • Modify an entitlement
  • Suspend an entitlement
  • Resume an entitlement
  • Renew an entitlement
  • Cancel an entitlement
  • 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
  • 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
  • View and manage Walk-up Experience appointments from the application 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
  • Using the Customer Service Portal
  • Manage contacts from the customer portal
  • Manage customer registration requests
  • Approve a registration request with a valid registration code
  • Approve registration requests with an invalid code
  • Reject a registration request
  • 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
  • Set email 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 records related to a case 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 request, change request, or registration request
  • View the status of a request, change request, or registration request
  • Customer Portal Usage dashboard
  • Enable language selection for guest users
  • Using the Consumer Service Portal
  • Pre-chat from the Consumer Service Portal
  • Portal usage calculation
  • 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
  • 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
  • Analytics and reporting for Customer Service Management
  • Customer Service Platform Analytics Solutions
  • 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
  • Report knowledge gaps based on unsuccessful searches
  • Customer Service Management reference
  • 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
  • Configurable Portal widget library
  • Configurable Portal widgets instance options
  • Portal Browse Taxonomy widget instance options 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
  • Script parameters for the search option in the Portal Banner widget
  • Portal Banner widget JSON parameters
  • Portal Data List widget JSON parameters
  • Portal Polaris Footer widget JSON parameters
  • Default highlight color for different case states
  • Customer Service forms
  • 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 task form
  • Case Report form
  • Case Type form
  • Account form
  • Contact Relationship form
  • Asset form
  • Internal Business Location form
  • External Business Location form
  • Household form
  • Service Definition form
  • Sold product form
  • CSM Query Rules
  • Components installed with Customer Service Management
  • Tables installed with Customer Service Management
  • Properties installed with Customer Service Management
  • Roles installed with Customer Service Management
  • Internal user data
  • Business Stakeholder for Customer Service Management
  • Explicit Roles in CSM
  • Provide external users access to a table
  • Creating custom user roles
  • Script includes installed with Customer Service Management
  • Client scripts installed with Customer Service Management
  • Business rules installed with Customer Service Management
  • Components installed with CSM workspaces
  • Components installed with additional plugins for Customer Service Management
  • Components installed with CTI Softphone
  • Components installed with Customer Service CTI Demo Data
  • Components installed with OpenFrame
  • Components installed with Special Handling Notes
  • Components installed with Targeted Communications
  • Components installed with Knowledge Product Entitlements
  • Components installed with Self Service Password Reset
  • Components installed with Engagement Messenger
  • Feature context parameters supported in Engagement Messenger
  • Engagement Messenger translation tables
  • Customer Contracts and Entitlements reference
  • Service contract life cycle
  • Service contract form
  • Service contract line form
  • Entitlement form
  • Sold Product Covered form
  • Roles required for B2B2C data models
  • Roles for Outsourced Customer Service
  • Workforce Optimization for Customer Service
  • Exploring Workforce Optimization for Customer Service
  • Manager Workspace landing page
  • Channel Management in Workforce Optimization for Customer Service
  • Example- Channel management using Workforce Optimization for Customer Service
  • Scheduling in Workforce Optimization for Customer Service
  • Example - Scheduling using Workforce Optimization for Customer Service
  • Schedule Adherence in Workforce Optimization for Customer Service
  • Work scheduler in Workforce Optimization for Customer Service
  • Demand Forecast in Workforce Optimization for Customer Service
  • Teams in Workforce Optimization for Customer Service
  • Example - Teams using Workforce Optimization for Customer Service
  • Coaching in Workforce Optimization for Customer Service
  • Example- Coaching using Workforce Optimization for Customer Service
  • Configuring Workforce Optimization for Customer Service
  • Activate Workforce Optimization for Customer Service
  • Components installed with Workforce Optimization for Customer Service
  • Work Scheduler components in Workforce Optimization for Customer Service reference
  • Domain separation in Workforce Optimization for Customer Service
  • Create a Manager Workspace landing page
  • Configuring filters for Manager Workspace
  • Setting up service channels and queues
  • Setting up Scheduling in Workforce Optimization for Customer Service
  • Synchronize team calendar with Microsoft Outlook
  • Setting up Teams Workforce Optimization for Customer Service
  • Setting up Coaching in Workforce Optimization for Customer Service
  • Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for Customer Service
  • Setting up skill prediction in Workforce Optimization for Customer Service
  • Configure a list menu to display in the Learning tab in Workforce Optimization for Customer Service
  • Integrate Coaching With Learning with third-party learning management systems
  • External Content Integration Sources
  • Setting up Demand Forecast in Workforce Optimization for Customer Service
  • Configure the data collection to forecast the demand for resources
  • Modify forecast parameters to visualize forecast data
  • Create a manual adjustment for a forecast
  • Migrate to 15-minute forecasting
  • Setting up Work scheduler in Workforce Optimization for Customer Service
  • Customize a Work Scheduler card using the Next Experience UI Builder
  • Set up a work configuration
  • Create a Work scheduler card using the Next Experience UI Builder
  • Create a client state parameter for Work scheduler
  • Create page scripts for Work scheduler
  • Define the workItem property in the Work scheduler page configuration
  • Define event mappings for Work scheduler
  • Configure container components for Work scheduler
  • Configure a Work scheduler card heading component
  • Configure a display type component for a Work scheduler card
  • Configure an avatar component for Work scheduler
  • Associate a work scheduler card to the work configuration
  • Create extension points for Work scheduler
  • Using Workforce Optimization for Customer Service
  • Workforce Optimization for Customer Service manager workspace landing page
  • Channel Management in Workforce Optimization for Customer Service
  • Using Channel Management in Workforce Optimization for Customer Service
  • Using Voice with Workforce Optimization for Customer Service
  • Associate Amazon Connect queues for CSM to a ServiceNow instance
  • Listen in to an agent call
  • Analyze transcripts and sentiments for the Amazon Connect phone channel
  • Analyze skills for your teams in Workforce Optimization for Customer Service
  • Assigning work using Work Scheduler in Workforce Optimization for Customer Service
  • Assign work based on your teams' skills and capacity
  • Create a criteria for a matching rule in Work scheduler
  • Matching criteria for work items in Work scheduler
  • Scheduling in Workforce Optimization for Customer Service
  • Understanding user criteria for event types in Workforce Optimization for Customer Service
  • Teams in Workforce Optimization for Customer Service
  • Coaching in Workforce Optimization for Customer Service
  • Mobile experience for Workforce Optimization for Customer Service
  • Now Assist for Customer Service Management (CSM)
  • Exploring Now Assist for Customer Service Management (CSM)
  • Supporting information for Now Assist for Customer Service Management (CSM)
  • Configure Now Assist for Customer Service Management (CSM)
  • Skill inputs and triggers
  • Banners
  • Configure the Propose Solution UI action and declarative action
  • Customize case summarization skill
  • Domain separation
  • Create a domain by creating an account for Now Assist for Customer Service Management (CSM)
  • Configure skills in a domain for Now Assist for Customer Service Management (CSM)
  • Customize access control for suggested steps
  • Customize access control for conversational flows
  • Using agentic workflows in CSM
  • Triage cases agentic workflow
  • Using Now Assist for Customer Service Management (CSM)
  • Summarize a chat conversation
  • Summarize a Sidebar discussion
  • Generate a chat reply recommendation
  • Summarize a case
  • Generate an mail response
  • Generate the resolution notes
  • Generate a knowledge article
  • Summarize a call
  • Suggested steps generation
  • Analyze sentiments
  • Account sentiment dashboard
  • Request the generative AI capabilities in Customer Service Management by using the Now Assist panel
  • Communities
  • Activate Communities plugins
  • Properties installed with Communities
  • Communities roles
  • Community setup guide for admins
  • Domain separation and Communities
  • Quick start tests for Communities
  • Configure a community
  • Community content types
  • Configure community content types
  • Community feedback types
  • Community access types
  • Configure video sources for a community
  • Configure community forums
  • Create a forum
  • Configure content types for a forum
  • Invite users to become members of a forum
  • Approve forum memberships
  • Create a topic
  • Add a topic to a forum
  • Disable topics in a community
  • Create a sub forum
  • Move forum content
  • Forum and user permissions management
  • Create a forum user
  • Add members to a forum user
  • Create a permission
  • Add access types to a permission
  • Add content types to a permission
  • Create a permission exception
  • Clone a permission
  • Create a forum permission
  • Copy permissions from a parent forum
  • Copy permissions from a forum
  • Debug user permissions
  • Configure the community profile
  • Create a persona for the community profile
  • Create a community profile field
  • Configure persona field mapping for the community profile
  • Enable users to self-register to a community
  • Create community Terms and Conditions
  • Community Service Portal
  • Configure Community Service Portal header menus
  • Make an announcement to community members
  • Add featured content in a community
  • Email a community user
  • Community pages that support SEO data
  • Modify SEO in community pages
  • Platform Analytics Solutions for Communities
  • View the Communities performance dashboard
  • Communities dashboard
  • Migrate Social Q&A data to Communities
  • View community logs
  • View community feedback and bookmarks tables
  • Create a case from a discussion
  • Administer create case from discussion
  • Enable knowledge harvesting
  • Moderate a community
  • Configure general moderation settings
  • Configure moderation settings for a new user
  • Assign a moderation task to your assignment group
  • Configure abuse reporting
  • Configure user banning
  • Configure moderation filters
  • Ban a user
  • Revoke a user ban
  • Approve or reject content
  • Disable comments
  • Remove content
  • Harvest knowledge from a community
  • Use a community
  • Community homepage features for logged in users
  • Navigating the activity feed
  • Navigating the forum homepage
  • Community homepage features for non-logged in users
  • Self-register to a community
  • Search the community
  • Refine your search results
  • Sort your search results
  • Use a community profile
  • Manage your community profile
  • View another user's community profile
  • Follow a community user
  • Edit your community profile photo and personal information
  • Edit your community profile display settings
  • Report a community profile
  • Community subscriptions
  • Subscribe to content
  • Set notification preferences
  • Request membership to a forum
  • Accept an invitation to join a forum
  • Post and respond to content in the community
  • Ask a question in the community
  • Reply to a question in the community
  • Post a blog in the community
  • Post a video in the community
  • Comment on a blog or a video in the community
  • Post a document in the community
  • Mention a user in the community
  • Community events
  • Post a community event
  • Edit an event
  • View and participate in a community event
  • View the community events landing page
  • Manage a community event
  • Bookmark community content
  • Provide feedback on community content
  • Report inappropriate community content
  • View a list of questions and create a case
  • Gamification
  • Gamification components
  • Rules
  • Tracks
  • Levels and level ranges
  • Badges
  • Points
  • Gamification user interface components
  • Leaderboard page
  • Leaderboard widgets
  • User profile page
  • Community content pages
  • Gamification notifications
  • How to earn points
  • Administer gamification
  • Configure gamification properties
  • Create a gamification rule
  • Create a gamification track
  • Create a gamification badge
  • Manage gamification levels
  • Manage gamification level ranges
  • Moderate gamification
  • Award or remove points for a community user
  • Award a badge to a user
  • Remove a badge from a user

Using the IntegrationHub Salesforce spoke

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Use the Salesforce spoke to integrate a Salesforce account with your ServiceNow instance.

    Before you begin

    Role required: admin

    Procedure

    To configure the Salesforce spoke, follow the instructions in Set up the Salesforce spoke.
    Related concepts
    • Using remote tables and the Salesforce spoke
    • Using a related list to create the connection between the Customer Account and Salesforce Opportunities
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