Install CRM Service for ServiceNow

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

  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)

• A ServiceNow Environment with a OAuth application endpoint

• 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 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. 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

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]/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