When you set up CXone Agent Embedded in ServiceNow, the two applications share contact and interaction data. Data from ServiceNow records appears in CXone Agent Embedded, and data from CXone Agent Embedded appears in ServiceNow records.
Prerequisites
Before you begin:
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Make sure Agent Integrations is enabled for your system. Your CXone Account Representative can help with this.
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Create a user account in ServiceNow 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 Embedded users have.
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Enable the Customer Card employee profile attribute in Admin > Employees. This enables the agent to see the customer card.
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Enable the Agent Integrations employee profile attribute in Admin > Employees. This enables the agent to see ServiceNow records in the customer card.
Process
To set up CXone Agent Embedded in ServiceNow, complete these steps: