When you integrate ServiceNow with CXone Agent for Microsoft Teams, the two applications share contact and interaction data. Data from ServiceNow records appears in CXone Agent for Microsoft Teams, and data from CXone Agent for Microsoft Teams 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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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 ServiceNow records in the customer card.
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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:
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Read access to all ServiceNow entity records and entity fields.
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Read/Write access to all ServiceNow 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 integrate ServiceNow with CXone Agent for Microsoft Teams, complete these steps: