Dialogue Cloud

Install CRM Service for ServiceNow

Note Additional CRM connector license required per data source.

Introduction

The CRM Service shows information about the caller. The ServiceNow CRM Service makes a connection to the ServiceNow API, then uses SQL queries to retrieve the data of the caller from the customer's ServiceNow environment.

It uses two lists in SharePoint for its configuration: PluginSettings and PluginAttributes. Only one PluginSetting is required to enable the CrmService with its default configuration: LoginEndPoint.

 

Dependencies

  • The ServiceNow CRM Service package

  • User with access to the SericeNow environment (on-premises or online version)

  • The Crm Service will be hosted in IIS (Microsoft Windows Server)

 

Start with Installation

Follow the instructions below to install the CRM Service for ServiceNow.

 

Add PluginSettings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory setting

    Setting

    Value

    Scope

    LoginEndPoint

    ...

    CrmService

 

 

Add WebAgentService URL

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory setting

    Setting

    Value

    Scope

    CrmServiceUrl

    https://fqdn FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/CrmService

    Note: URL needs to be accessible from the WebAgent API service to the CRM Service.

    Note: The CrmService name could be different if a custom name was provided so could be http://localhost/CrmService or http://localhost/CrmServiceServiceNow

    WebAgentService