Archives: Knowledge Base

ServiceNow Zurich Agentic CSM Now Assist for Customer Service Management (CSM) incorporates generative AI capabilities to streamline customer service processes by summarizing case notes, chat transcripts and generating resolution notes, chat and email reply recommendations, KB generation from multiple articles, Prompt configurability and Skill kit while also improving the self-service experience for end users by helping them find answers to their questions.

ServiceNow Zurich Agentic CSM

ServiceNow Zurich Agentic CSM signals a shift from managing cases to preempting issues. In this Zurich release report, you’ll map Agentic AI + governance guardrails to real outcomes: higher Autonomous Resolution Rate (ARR), faster customer resolutions, and safer automation powered by Workflow Data Fabric and RaptorDB.

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Legal and Contract Operations modernizes how legal teams handle requests, contracts, approvals, and obligations—replacing email chaos with structured workflows, self-service, visibility, and measurable turnaround time.

Legal and Contract Operations

Legal and Contract Operations modernizes how legal teams handle requests, contracts, approvals, and obligations—replacing email chaos with structured workflows, self-service, visibility, and measurable turnaround time.

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erviceNow Knowledgebase Dashboard Metrics follow a closed-loop lifecycle: Knowledge is authored, reviewed, and published Users, agents, and AI consume knowledge Dashboards capture behavior, outcomes, and gaps Insights inform content improvement and AI tuning Knowledge quality improves, AI confidence increases Because of this loop, dashboards are not retrospective reports—they are real-time steering controls for digital service operations.

ServiceNow Knowledgebase Dashboard Metrics

ServiceNow Knowledgebase Dashboard Metrics power AI trust, deflection, and Agent Assist. Compare licenses, metrics, and Zurich features in this guide.

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csm ai cx journey

CSM AI/CX Journey

CSM AI/CX Journey starts with rethinking how service is designed, delivered, and experienced. As customer expectations rise and GenAI accelerates, traditional Customer Service Management (CSM) and Service Management (ITSM) models break down—delivers traditional service standards but falls short in creating the “Uber” or “Amazon” experience our

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AI-ready CSM taxonomy modern CSM success demands a clean, AI-ready taxonomy. This guide shows you how to translate legacy taxonomies into a streamlined ServiceNow model using intent-driven design, capability mapping, and a proven workbook structure.

AI-ready CSM taxonomy

AI-ready CSM taxonomy modern CSM success demands a clean, AI-ready taxonomy. This guide shows you how to translate legacy taxonomies into a streamlined ServiceNow model using intent-driven design, capability mapping, and a proven workbook structure.

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Sales Contract Management Pro is part of ServiceNow® CRM Advantage- Sales and Order Management (SOM) suite of applications that manages the entire product sales lifecycle from lead capture to order fulfillment and post-sale services—all on the Now Platform. It unifies lead, quote, contract, order, fulfillment, and renewal workflows into one continuous value stream instead of scattered CRM, CPQ, and ERP silos.

Sales Contract Management Pro

Sales Contract Management Pro transforms ServiceNow SOM into a powerful, end-to-end CLM engine, helping sales, legal, and ops teams streamline quotes, contracts, orders, and renewals with AI-driven visibility, faster approvals, and data-driven decision making.

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ServiceNow InnovationLabs Data Quality is a centralized application built on the Now Platform that provides an end-to-end lifecycle for: registering data assets profiling data health creating and managing rules aligned to standard quality dimensions scheduling recurring checks triggering alerts or incidents when quality drops reporting scores and trends in a unified workspace In short: it brings data inventory, measurement, controls, and accountability into one operational experience.

ServiceNow InnovationLabs Data Quality

ServiceNow Data Quality in Innovation Labs helps you register assets, profile data, apply rules, and automate monitoring for trusted analytics and safer AI. See it live at the Toronto World Forum Demo, then download it from the Innovation Labs for free.

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Undo changes in SharePoint without panic. This DawnCSimmons.com Knowledge guide walks you through using Version History to restore previous versions, remove accidental edits when policy allows, and understand how retention, audit logs, and version limits affect what you can truly erase in Microsoft 365.

Undo Changes in SharePoint:

Undo changes in SharePoint without panic. This guide walks you through using Version History to restore previous versions, remove accidental edits when policy allows, and understand how retention, audit logs, and version limits affect what you can truly erase in Microsoft 365.

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Toronto World-Forum Features DQ December 11, 2025 | 8:30 a.m. – 5:00 p.m. ServiceNow World Forum Toronto on December 11, 2025 (8:30 a.m. – 5:00 p.m.) is being held at: Automotive Building, Exhibition Place 📍 105 Princes' Blvd, Toronto, ON M6K 3C3, Canada image

Toronto World-Forum Features DQ

Toronto ServiceNow's Trusted Data becomes the central theme at the World Forum. With the Data Quality App, Workflow Data Fabric, RaptorDB Pro, and AI Control Tower working together, you finally turn messy records into governed, AI-ready information that powers reliable decisions, resilient workflows, and confident board-level

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Upgrades: AutoTest from ATF

AutomatePro AutoTest 101

AutomatePro AutoTest lets non-technical ServiceNow users turn real business processes into reliable automated tests. This guide walks you through the core concepts in plain language, shows you how to build your first Test Plan step-by-step, and answers common questions about personas, SubProd, and reading Test Run

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