- Agent Assist:
Agent assist is available on the Interaction form in CSM Agent Workspace. Users with the customer service agent role (sn_customerservice_agent) can use Agent Assist to search for information from an interaction. By default, the available search sources include Knowledge articles, Service Catalog, and ServiceNow Community blogs and posts.
- Using Lookup and Verify in CSM workspaces:
Agents can use the lookup and verify feature in CSM workspaces.
CSM Configurable Workspace: agents search for contact or consumer information using the contextual side panel.
CSM Agent Workspace: agents search for contact or consumer information using the Verify Contact or Verify Consumer pop-up windows on the interaction form.
A voting comment increases the vote count for the chosen answer by one.
Upvoting a comment with a selected answer will also increase the vote count towards that answer by one.
So if you see a comment that you already agree with, you can upvote it instead of posting a new comment.
netvision_g
9 months agoP1r2a3v4e4
11 months, 2 weeks agocsausr
7 months, 3 weeks agodhernandezrubio
11 months, 2 weeks agoNokoNice
1 year, 1 month ago