When you set up CXone Agent Embedded in Zendesk, the two applications share contact and interaction data. Data from Zendesk records appears in CXone Agent Embedded, and data from CXone Agent Embedded appears in Zendesk 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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Check the following in CXone:
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Make sure you have the Scripts Create/Edit permission.
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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 Zendesk records in the customer card.
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Create a user account in Zendesk 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:
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Read access to all Zendesk entity records and entity fields.
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Read/Write access to all Zendesk entity records that will be accessed or updated in the workflows you've configured, including Search workflows, Create workflows, and data memorialization.
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Allow this URL on your security network: https://nicecxone.integration-authentication.com/oauth2/token.
Process
To set up CXone Agent Embedded in Zendesk, complete these steps: