Dialogue Cloud

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Install CRM Service for ServiceNow

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 is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by 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). A 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.. The CRM Service retrieves contact info regarding the caller and if applicable the related relevant cases. The CRM Service will be used in combination with the Anywhere365 WebAgent.

Note: An additional Anywhere365 WebAgent for Voice or for Omnichannel license is required.
Note: A CRM connector license specific to each data source (Database or CRM backend platform) is required.

Dependencies

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

Request CRM Service for Dialogue Cloud

For customers

Request the Crm Service for ServiceNow to be enabled (for specific UCC's) via your regular Anywhere365 contact or Partner.

For partners

  1. Navigate to the Partner Portal

  2. Request the "Integrated with ServiceNow" when selecting WebAgent > Webagent For Voice Communication / Webagent for Omnichannel Communication.

    This can be done during:

    1. Create UCC, see: Deployments - Create UCC

    2. Edit UCC, see: Overview - View (edit, and delete) UCCs

Validate Endpoint

Note: Settings in your SharePoint lists will be automatically added upon requesting this feature. Some (like ConnectionStrings) will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Validate CRMService settings endpoint to ListsPlugin ListsEndpoints

Setting

Value

Scope

ListsEndpoints

http://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]/webagentservice/api/v1/settings

http://FQDN/CrmServiceServiceNow/api/v1/settings

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

Warning: Make sure to configure the setting to the ".local" URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

ListsPlugin

Validate WebAgentService URL

Note: Settings in your SharePoint lists will be automatically added upon requesting this feature. Some (like ConnectionStrings) will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. Validate the following setting:

Setting

Value

Scope

CrmServiceUrl

http://fqdn/CrmServiceServiceNow

Note: URL (Value) needs to be accessible from the WebAgentService to this CRM Service.
If on the same server this can be http and a local address.
Note: The CrmService name may be different if a custom name was provided or if muliple CrmServices are configured.
The URL values http://fqdn/CrmService or http://fqdn/CrmServiceServiceNow may therefore be different.

Warning: Make sure to configure the setting to the ".local" URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

WebAgentService

Configure PluginSettings

Warning: This CRM service depends on primary settings shared across multiple UCCs, meaning the value should remain consistent across all UCC configurations using it. A primary setting is initiated only during startup of the UCC with the first UCC to publish its settings defining the primary setting for all UCCs sharing this service. If values vary across multiple UCCs this will lead to unpredictable behavior after a restart, so it is extremely important to keep the values consistent and valid.

Note: Settings in your SharePoint lists will be automatically added upon requesting this feature. Some (like ConnectionStrings) will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the PluginSettings list

  3. Configurethe following setting

    Setting

    Value

    Scope

    ApplicationHost

    ServiceNow application URL.

    (e.g. https://ven01234.service-now.com).

    CrmService

    ApiEndpoint

    ServiceNow REST API endpoint

    (e.g. https://ven01234.service-now.com/api/now/table/).

    CrmService

    LoginEndPoint

    ServiceNow Login endpoint

    (e.g. https://ven01234.service-now.com/oauth_token.do).

    CrmService

    Username

    ServiceNow login credential username.

    CrmService

    Password

    ServiceNow 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

For additional or optional configuration parameters see Additional configuration CRM Service for ServiceNow