QuestionQ190Verified/Customer Service Management Portal, Knowledge Management, Service Catalog, Communities and Performance AnalyticsCopy linkReport a problemAsk AstroTutorSave questionIn ServiceNow’s CSM application, what is an interaction?AAny configuration item that has been made accessible to customersBA record that a Customer Service Agent uses to identify and resolve a question or an issue for an external customerCA binding agreement between two partiesDA request for assistance made through a chat, phone call, or walk-upShow AnswerAnswerExplanationAn interaction represents a request for assistance received through a service channel. ServiceNow’s Interaction Management documentation identifies calls and chats as examples, and CSM supports walk-up interactions as an additional channel.Learn moreServiceNow Interaction ManagementManage queues and interactionsShow comments1Show commentsCommunity DiscussionNo comments yet. Be the first to start the discussion!
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