Service Exchange / reference
Components installed with Service Exchange for Consumers
Several types of components are installed with activation of the Service Exchange for Consumers application including tables, user roles, and business rules.
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51,657 documents indexed · Last published Oct 30, 2026 at 06:29 UTC
2,361 results for “business rules”
Contract Management Pro / task
Update the contracts AI agents handler script include
Update the ContractsAIAgentsHelper script include to add the sys_id of a customized Manage contract repository agentic workflow to run the agentic workflow autonomously.
Financial Services Loan Operations / concept
Loan Drawdown workflow
Learn how bank agents, using the Loan Drawdown workflow, resolve a loan service request for disbursement of the drawdown amount from a line of credit that has been pre-approved. The workflow applies to business loans only.
Regulatory Change Management Service Portal / task
Map the taxonomy
Create an internal taxonomy when you are setting up the Regulatory Change Management application. Map the external taxonomy to the internal taxonomy so that the Regulatory Change Management application refers to only one taxonomy.
Discovery / reference
Discovery device history
The Devices Related list in the Discovery Status form provides a summary list of all the devices scanned.
Government industry / reference
Public Sector Digital Services case types
You can use a public service case, which is based on the Government Service case type, to extend the customer service case from the Customer Service Management application.
Order management / task
Customize a quote summarization skill in ServiceNow Otto for Configure, Price, Quote \(CPQ\)
Configure the ServiceNow Otto for Configure, Price, Quote (CPQ) application so that the agent can use the generative AI skills in the CSM/FSM Configurable Workspace and Business Portal.
Financial Services Customer Lifecycle Operations / concept
Name change of customer workflow
Learn how agents, using the Name change workflow, resolve service requests for a change in customer's name. The workflow applies to Client Lifecycle service requests.
Discovery / task
Configure Discovery to use Event Framework
Configure Discovery to process jobs using the Event Framework method, which enables you to manage discovery throttling effectively and prioritize tasks based on their importance in the queue.
Password Reset / concept
SMS Code Verification type for Password Reset
Using the Simple Message Service (SMS) Code Verification type, a user can verify identity with the help of any SMS-enabled device, like a cell phone that accepts text messages.
Change Management / concept
Success Probability definitions
Success Probability definition is a configuration that defines the probability and the matching conditions of a change request.
Customer service management / concept
Configure chat channel
Configure chat as a real-time messaging channel within ServiceNow Customer Service Management. Customers can start live conversations from your web portal. Conversations route to available agents and are managed through the CRM Workspace alongside email, messaging, and phone.
Platform security / concept
Contains queries and domain access
Use a "contains" query only in special cases, such as when users or groups need to see data from a domain that they don't have access to, but you don't want to move those users to a domain.
Developer Guides / reference
Create outbound Order Management notifications using the open message bus
Learn how to produce an outbound notification from a ServiceNow instance using the open message bus. Customers can consume the details of the notification from the message bus in their external system.
ITOM Visibility / concept
Discovery with Software Asset Management
The table structure for managing software installations behaves differently when the Software Asset Management (SAM) application is activated.
Now Assist for IT Service Management (ITSM) / concept
IT Service Management AI agent collection assess quality of a change request agentic workflow
Use the assess quality of a change request agentic workflow to assess the quality of a change request and generate suggestions to improve the information in the fields.
Configuration Compliance / concept
Exploring Configuration Compliance
Use test results obtained from third-party Secure Configuration Assessment (SCA) integrations to verify compliance with security or corporate policies. Identify, prioritize, and remediate non-compliant configuration items.
Change Management / reference
Change Management properties
Administrators can use change properties to configure Change Management behavior.
Customer service management / concept
Administer Customer Service Management
Customer Service Management provides various administrative features and tools to configure and manage the application effectively. These include case routing, assignment workbenches, escalation management, domain separation, and knowledge base administration capabilities.
Incident Management / task
Request Incident Management — Core
Incident Management - Core plugin (com.snc.incident_management) is a new incident state model that includes demo data and activates related plugins if they are not already active.
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