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ServiceNow CSM - Consumer and Consumer User Craziness!

Leveraging Customer Service Management for Business-to-Consumer capabilities instead of (or as well as) Business-to-Business is a powerful way to expand the reach and capabilities of your customer service desk.  This post will review the Consumer user type in ServiceNow, and some gotchas to watch out for!

John Hennen by John Hennen

Updating the anonymous chat record producer in ServiceNow

Anonymous chat is a useful feature especially in Customer Service Management scenarios.  When an anonymous chat is requested by a user they are presented with a custom record producer to gather initial information.  This post will review how to update that record producer and things to consider if you wish to do so.

John Hennen by John Hennen