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Additional configuration CRM Service for ServiceNow

Below the optional configuration you can do to the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for ServiceNow.

Note: A CRM connector license specific to each data source is required.

PluginAttributes

This list contains the items which are shown to the user in the WebAgent and ID’s used to identity unique entities. All items are grouped by the Category.

Note: Only modify this list if you want to deviate from the default PluginAttributes. See Predefined PluginAttributes for the defaults and how to override these defaults.

The PluginAttributes list contains the following columns:

Column Meaning
DisplayName Name of the property shown in the WebAgent.
SystemName Must be a attribute from ServiceNow. If it is part of a linked entity then the alias must precede the attribute.
ShowOnExtensionWindow Indicate that the property is visible in the WebAgent. The main reasons to set this to 'No' and still configure it as an item is when the property should not be shown, but is used in a Hyperlink or it's an ID.
Order The order in which the property is to be shown. Important: counting must restart for each Category.
FieldType Zero or more field types, these are covered per Category later on.
Hyperlink Make the property clickable with the Hyperlink specified. It is possible to include the value of a property in the Hyperlink. This is done by putting the value of a SystemName property in square brackets in the Hyperlink. For example if there is a property with the SystemName 'Example', then the URL becomes: http://www.example.com/?queryString=[Example]
OpenAutomatically Ignored by the CrmService.
Category The Category that determines for which search query it has to be used. Supported are Contact, ContactSearch, Case and CaseSearch
ShowOnToast Can be used to force the inclusion of the attribute in the query.

It is possible to combine the values of several properties, for instance when a name is split up in multiple properties, e.g. a FirstName and LastName column. In this case both properties should have the same DisplayName and they should appear after each other in Order, e.g. 1 and 2.

Note: ContactSearch will fall back to Contact if no items are supplied for the ContactSearch category. The same rule applies to Lead, LeadSearch, Case and CaseSearch. Only Contact is mandatory to have items.

Contact

The items in this category are the properties shown of a single contact. It supports the following field types:

Field type

Description

Id

This field type in combination with a value in the Hyperlink column, will be shown as CRM link.

Name

The name of the contact which will be shown as the contact’s title.

PhoneNumber

Column may contain a phone number.

SipAddress

Column may contain a SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP.-address.

Email

Column may contain an e-mail address.

Date

Column contains a date (and time).

Search

Column is searchable. This type should be set for each column containing a PhoneNumber, Email or SipAddress to search for a contact match. This type will also mark a field as a search option if no ContactSearch items are configured.

ContactSearch

This category is used to display a summary of the contact and used for searching contacts. All properties which should be searchable, must have the Search field type. The column containing the values to verify the identity of the caller, e.g. a zip code, must have the field type Verify.

Account

This category is used to keep consistency in the other categories. It is used to define the relation between the contact and its account. A lead can only have a company name which may later be part of the contact when the lead is promoted.

Note: Do not include the account alias in the SystemName column.
Note: Set order to 0 if it is an account attribute which is not linked to the account entity, e.g. companyname in the lead entity.

The field types of importance here are Name, PhoneNumber, SipAddress and Email. All items with the field type Name are combined to form the title. The property with any of the others is used as a subtitle.

Case

Note: Only contacts can have cases.

The DisplayNames in this category are fixed. The following items are supported:

DisplayName

Description

Title

Multiple items can have this DisplayName. Must have the Name field type.

Description

Only a single item is allowed to have this DisplayName.

Date

Must have the Date field type to be used.

Status

The case status including the case status colors. The values must match the CaseStatus setting. Add field type FormattedValue to obtain the display name of this property.

It is also possible to add a ID field type to an ID item or any of the other items. The ID field type in combination with a URL in the Hyperlink column will be shown as a CRM link for each case.

CaseSearch

These must have the same items as the Case category. The difference here is that items may have the Search field type.

PluginSettings

  1. Open the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config page on SharePoint

  2. Open the Plugin Settings list

  3. The following optional settings can be added:

    Note: All plugin settings for the CrmService must have the Scope set to CrmService.

    Setting

    Value

    Scope

    ApplicationHost

    ServiceNow application URL.

    CrmService

    ShowStatus

    Show what kind of contact is calling. Can be a Contact or Unknown.

    Default True.

    CrmService

    DefaultPhoneNumberRegion

    Iso 3166 alpha-2 code.

    Default ZZ.

    CrmService

    PhoneNumberFormat

    The format used when searching the CRM when a call comes in. There are four values:

    1. E164: e.g. +0012345678. See “The International Public Telecommunication Number Plan”.

    2. International: e.g. +1 206-555-1234. Based on the E.123 International format.

    3. Rfc3966: e.g. tel:+1-206-555-1234. See “The tel URI for Telephone Numbers”.

    4. Wildcard: do a wildcard search. Default.

    Warning: Change this setting if phone numbers are stored in any of the other formats to improve performance.

    CrmService

    CaseStatus

    Mapping of a case (incident) status (statuscode) to a WebAgent status.

    Default:New=OpenWorking=OpenEscalated=OpenClosed=Closed

    Left side is the formatted value as configured in ServiceNow, the right side is either New, Open or Closed. Important: this assumes that statuscode (and not statecode) is configured in PluginAttributes as the case's status.

    CrmService

    ImageUrlFormat

    The format to retrirve the image of the contact

    Default 'https://ven01783.service-now.com'

    CrmService

    BaseContactQuery

    Contact query format has place holders to fields and filter conditions.

    q=sys_user?sysparm_fields={0}&sysparm_query={1}&sysparm_limit=100

    Warning: sysparm_limit is mandatory

    CrmService

    BaseCaseQuery

    Case query format has place holders to fields and filter conditions.

    q=incident?sysparm_display_value=true&sysparm_fields={0}&sysparm_query={1}&sysparm_limit=100

    Warning: sysparm_limit is mandatory.

    CrmService

    ContactCaseFilter

    Case and Contact has a relationship. Attribute and value must be a valid SystemName.

    caller_id.sys_id={0}

    CrmService

    ApiEndpoint

    ServiceNow REST API endpoint

    For example: 'https://ven01783.service-now.com/api/now/table/'

    CrmService

    LoginEndPoint

    ServiceNow Login endpoint

    For example: 'https://ven01783.service-now.com/oauth_token.do;

    CrmService

    Username

    Login credential - user name

    CrmService

    Password

    Login credential - password

    Note: Value should be encrypted by A365.PWTool.exe

    CrmService

    ClientId

    Connected App provided client ID.

    Note: Value should be encrypted by A365.PWTool.exe

    CrmService

    ClientSecret

    Connected App provided Client secret.

    Note: Value should be encrypted by A365.PWTool.exe

    CrmService

    ContactConversationFilter

    Value for the convention. Value must be a valid SystemName.

    id=[contactid]

    CrmService

Predefined PluginAttributes

Note: These predefined attributes may be overwritten/removed by creating a PluginAttribute item in SharePoint with the same SystemName and Category. Do not give it any field types and set both ShowOnExtensionWindow and ShowOnToast to No to remove this attribute from the query. Also make sure that the system name is not included in any hyperlink!
Note: The base query in the PluginSettings list must also be modified when adding attributes of another entity.

Account

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Company

companyname

0

No

Name

 

Yes

Account

Account ID

accountid

1

No

Id

 

No

Account

Company

name

2

Yes

Name, Search

 

No

Account

Phone Number

telephone1

3

Yes

PhoneNumber, Search

 

No

Account

Owner

owner.fullname

4

Yes

 

 

No

Account

Case

Note: {uri.Scheme} and {uri.Host} are only valid for the predefined values by leveraging the ConnectionString. The full URL (with placeholders) is needed when overwriting.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Case ID

sys)id

1

No

Id

{uri.Scheme}: //{uri.Host}//nav_to.do?uri=incident.do?sys_id=[sys_id]%26sysparm_view=ess

No

Case

Title

short_description

2

Yes

Name, Search

 

No

Case

Description

description

3

Yes

 

 

No

Case

Date

sys_updated_on

4

Yes

Date

 

No

Case

Status

status

5

Yes

FormattedValue

 

No

Case

Contact

Note: {uri.Scheme} and {uri.Host} are only valid for the predefined values by leveraging the ConnectionString. The full URL (with placeholders) is needed when overwriting.

DisplayName

SystemName

Order

ShowOnExtensionWindow

FieldTypes

HyperLink

ShowOnToast

Category

Contact ID

sys_id

1

No

Id

{uri.Scheme}: //{uri.Host}//nav_to.do?uri=sys_user.do?sys_id=[sys_id]

No

Contact

Account ID

company.name

2

No

Id

 

No

Contact

Name

name

3

No

Name

 

Yes

Contact

Company

account.name

4

Yes

Name

 

Yes

Contact

Email

email

10

Yes

Search, Email

 

No

Contact

Phone Number

phone

20

Yes

Search, PhoneNumber

 

No

Contact

Phone Number 2

home_phone

21

Yes

Search, PhoneNumber

 

No

Contact

Mobile Number

mobile_phone

22

Yes

Search, PhoneNumber

 

No

Contact

Photo

photo

23

Yes

 

 

Yes

Contact

Avatar

avatar

24

Yes

 

 

Yes

Contact

ContactSearch

A copy of Contact, however Name has also received the Search field type.