Configure ServiceNow Workflows using ENHANCED WORKFLOW EXECUTE

For a simple way to configure Search workflows between a CRM and CXone Mpower Agent for Microsoft Teams, you can use the ENHANCED WORKFLOW EXECUTE Studio action. You must be a part of the controlled release group to access it. You must also use CXone Mpower Studio, not Desktop Studio.

You must have one ENHANCED Workflow Execute action for each Search workflow you want to configure. If you want to configure more than one Search workflow, add more than one ENHANCED Workflow Execute action.

1. In Studio, open the script where you want to configure a Search workflow.

2. Add an ENHANCED Workflow Execute action after BEGIN.

3. Select the ENHANCED Workflow Execute action and click Open Editor in the action's properties. This launches the Workflow Execute wizard.

4. In the Workflow Execute wizard, click Add Workflow Configuration.

5. Give this workflow a Workflow Name.

6. In the CRM Configuration Name drop-down, select the ServiceNow configuration you want this ENHANCED Workflow Execute action to use. The drop-down displays the names of all the CRM configurations set up in Agent Integrations in CXone Mpower.
7. Under Select Workflow Type, select one of the following options:
   • Phone Number Search: Search for an ANI Also known as caller ID. Listed phone number of an incoming voice call. or DNIS Identifies the number the contact dialed to reach you for inbound voice calls and the number the agent or system dialed on outbound voice calls.. Applies to voice, SMS Short Message Service; also known as text messaging., and WhatsApp interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
   • Email Search: Search for emails.
   • Dynamic Search: Search for specific record types and specific fields.
8. Click Next.
9. Configure a phone number search workflow

   1. In the Phone Number field, enter the ANI, DNIS, or variable you want to search. Variables should always be in brackets {}.
   2. Under Workflow Mapping, select the Search workflow you want to use. You can change this later if needed.
   3. Click Create. A confirmation message appears.
10. Configure an email search workflow

    1. In the Email Address field, enter the email address or variable you want to search. Variables should always be in brackets {}.
    2. Under Workflow Mapping, select the Search workflow you want to use. You can change this later if needed.
    3. Click Create. A confirmation message appears.
11. Configure a dynamic search workflow

    1. In the Search Parameters drop-down, select the record type you want to search. Click Add Entity. Repeat this for all the record types you want to search.
    2. Configure the fields for the entity.
       • In Field Name, select the CRM record field you want to search.
       • In Operator, select Equals or Not Equals.

       • In Variable, enter a variable, a hard-coded value, or a combination of these. Based on the syntax rules of your CRM and the particular field, do one of the following:

         • Enclose the search value in single quotes (').

         • Enclose the search value in double quotes (").

         • Completely omit quotes.

         Variables should always be in brackets {}.

       Elinor Dashwood wants to search account and case records where the phone number equals a variable named ANI. In the Search Parameters drop-down, she selects Account and clicks Add Entity. Elinor then selects Case from the Search Parameters drop-down and clicks Add Entity. In the Field Name drop-down for both entities, she selects Phone Number. In the Operator field for both entities, she selects Equals. Finally, in the Variable field for both entities, she enters {ANI}.

    3. To add another search parameter, click the plus icon and configure the Field Name, Operator, and Variable fields. Then select one of the following options to determine how the parameters will be used in the search:
       • AND: Results must meet both parameters.
       • OR: Results can meet either parameter.
    4. Click Next.
    5. Under Workflow Mapping, select the Search workflow you want to use. You can change this later if needed.
    6. Click Create. A confirmation message appears.
12. Make sure the searchCacheKey property in the AGENT WORKFLOW CONFIGURATION action in your script is set to {__interactionId}.
13. Save your script.

Limitations

• Currently, ENHANCED WORKFLOW EXECUTE only works for Search workflows. In a future release, you will be able to use it to configure Create workflows as well.

• ENHANCED WORKFLOW EXECUTE only works for basic Search workflows. For more complex Search workflows, follow this process to configure SNIPPET and WORKFLOW EXECUTE actions.

• When you configure Search workflows using the ENHANCED WORKFLOW EXECUTE action, agents cannot retrieve records by clicking Refresh in the customer card in Agent for Microsoft Teams. That functionality will be made available in a future release.