Highlights Work Notes (Private) yellow in ServiceNow CSM so agents instantly spot internal notes from customer-facing comments.
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ServiceNow CSM displays customer-facing comments and internal Work Notes
(Private) side by side in the same activity feed. The whole used to be highlighted prior to the Zurich update, but now the only visual difference is a small lock icon — easy to miss, especially under pressure.
This extension solves that by applying a clear yellow highlight to every Work
Notes field, so there's no guessing which notes are internal and which are
visible to the customer.
WHAT IT HIGHLIGHTS
Inspect the latest comments and rating distribution.
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