Install CRM Service for ServiceNow
Note: Additional CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. 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
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The ServiceNow CRM Service package
Note the dependencies in the package)
ListsPlugin 2.0.0 (Used for processing sharepoint data)
• NLog 4.7.5 (Used for logging)
• Newtonsoft.json 12.0.3 (Used for JSON serialization)
• Google.LibPhonenumber 1.0.0 (Used for checking the phone number format)
• Microsoft.IdentityModel 7.0.0 (Used for token authentication)
• Polly 7.2.1 (Used to handle a fault tolerant REST API calls)
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A ServiceNow Environment with a OAuth application endpoint
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User with access to the SericeNow environment (on-premises or online version)
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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
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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
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Open the Plugin Settings list
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Add the following mandatory setting
Setting
Value
Scope
ApplicationHost
ServiceNow application URL.
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.
CrmService
ClientSecret
Connected App provided Client secret.
Note: Value should be encrypted by A365.PWTool.exe
CrmService
Add WebAgentService URL
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Open the UCC Config page on SharePoint
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Open the Plugin Settings list
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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]/CrmServiceServiceNow
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 https://fqdn/CrmService or https://fqdn/CrmServiceServiceNow
WebAgentService