Integrate ServiceNow with CXone Agent Integrated

This page explains how to integrate ServiceNow into CXone Agent Integrated. This allows agents to see records from ServiceNow in the customer card.

Prerequisites

Before you begin:

  • Make sure Agent Integrations is enabled for your tenant. Your CXone Account Representative can help with this.

  • Create a user account in your CRM specifically for CXone configuration. This is the System User. It is recommended to give the System User administrator privileges. If you do not want to give the System User administrator privileges, you must give it all the permissions your CXone Agent users have.

    If the CRM user account that created the CRM configuration is deleted or disabled, the CRM configuration will also be deleted. Prevent this by creating a System User.

  • Enable the Customer Card employee profile attribute in Admin > Employees. This enables the agent to see the customer card.

  • Enable the Agent Integrations employee profile attribute in Admin > Employees. This enables the agent to see CRM records in the customer card.

Create a CRM Configuration in CXone

Required permissions: Configurations Create

  1. In CXone, click the app selector and select Agent Integrations.
  2. Click New CRM Configuration.
  3. Select ServiceNow from the Integration Type drop-down.
    The Create New Integration page in Agent Integrations, with fields for Integration Type, Configuration Name, and Description.
  4. Enter a name for the integration in Configuration Name. You can write a Description.
  5. Click Authenticate.
  6. In the Authentication pop-up window, select one of the authenticated accounts listed, if you have them.
  7. If you need to create a new authentication, click New authentication.

    1. To change the name of the authentication, edit Your authentication name.

    2. Enter your ServiceNow Instance URL. To find it, open your instance of ServiceNow and copy and paste the URL from the address bar in your browser. You only need the URL up until .com. For example: https://ven12345.service-now.com.

      ServiceNow is open in a browser, and the URL at the top is highlighted.
    3. In ServiceNow, navigate to the Application Registry. If you haven't already, create an app registry for NICE CXone. Click the name of that app registry to open it.
    4. Copy the client ID and client secret from the app registry. Navigate back to CXone and paste them into the Client ID and Client Secret fields in the ServiceNow authentication window.
    5. Click Create. If a window from ServiceNow appears asking to allow NICE to connect to your ServiceNow account, click Allow.
  8. Click Next.

  9. If the external_screenpop_domain_snow field appears, enter your ServiceNow instance URL. To find it, open your instance of ServiceNow and copy and paste the URL from the address bar in your browser. You only need the URL up until .com. For example: https://ven12345.service-now.com.

    ServiceNow is open in a browser, and the URL at the top is highlighted.
  10. Click Finish. A message telling you the authentication is active appears in the bottom right corner.

Set Up Data Memorialization

To map data fields between ServiceNow and CXone Agent Integrated, set up data memorialization. This ensures that when a field is changed in one application, it is updated in the other.