Set Up a CRM Configuration for ServiceNow

This page explains how to set up a CRM configuration for ServiceNow. This is done in CXone. The configuration connects ServiceNow to CXone Agent Integrated. It allows the two to share data through data memorialization and dynamic data mapping.

Complete each of these tasks in the order given.

Create a New CRM Configuration in CXone

Required permissions: Configurations Create

Provide CXone with the information it needs to connect to ServiceNow.

If the ServiceNow user account that created the CRM configuration is deleted or disabled, the CRM configuration will also be deleted. Prevent this by creating 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 Integrated users have.

  1. In CXone, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside..
  2. Click New CRM Configuration.
  3. Select ServiceNow from the Integration Type drop-down.
  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. If you need to create a new authentication, click New authentication and configure the fields that appear:
    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.

    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.
  7. Click Next.
  8. 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.

  9. Click Finish. A message telling you the authentication is active appears in the bottom right corner.
  10. Click Save in the top right corner of Agent Integrations.

Create Data Memorialization Mappings

Required permissions: Configurations Edit; Data Memorialization Create

Data memorialization mappings allow for data from CXone Agent Integrated to be popped into ServiceNow records. In these mappings, you select the CXone data field to map to each ServiceNow record field. For example, if you map the Customer Name CXone data field to the Name ServiceNow record field, Name displays the value from Customer Name. Only text is mapped; attachments, images, and notes cannot be mapped. Currently, you can set up data mappings for standard CRM entity types.

For voice interactions, data memorialization happens when the call ends and the agent completes ACWClosed State that allows an agent to complete work requirements after finishing an interaction time, if configured. For digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions, it happens when the agent transfers the interaction or unassigns it from themselves.

  1. If you haven't already, open a CRM configuration for ServiceNow. In CXone, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside.. Select a CRM configuration from the list.
  2. Click the Data Memorialization tab.
  3. Click New Data Mapping.
  4. Enter a Name for the mapping. You can optionally enter a Description.
  5. In the Select Entity Type drop-down, select the ServiceNow record type you want to create field mappings for.

  6. Click Add Entity.
  7. In the External CRM Field drop-down that appears, select the ServiceNow record field you want to receive data from CXone Agent Integrated.

    If you want to map the full transcript of an interaction, select a record field with proper formatting and a large enough character limit. If the field doesn't meet these requirements, only part or none of the transcript is displayed, depending on the CRM.

  8. In the Select Channel drop-down, select the type of CXone data you want to map to the ServiceNow record field you selected.

  9. In the CXone Data drop-down, select the CXone data field you want to map to the ServiceNow record field you selected.

    If you selected Script Variable in the Select Channel drop-down, enter the script variable in the CXone Data field. You must enter it in lowercase, even if you used camel case in the script to define the variable.

  10. To add more data fields, click Add Field.
  11. To configure mappings for another ServiceNow record type, select a different record type from the Select Entity Type drop-down and click Add Entity.
  12. Click Save at the top of the page. The active data mapping appears in the Data Memorialization tab.

Create Dynamic Data Mapping Mappings

Required permissions: Configurations Edit; Dynamic Data Create

Dynamic data mappings allow you to choose which ServiceNow record fields appear in CXone Agent Integrated. You can set up dynamic data mappings for standard ServiceNow record types retrieved by search workflows. You can also set them up for custom records created by custom create workflows. You can add up to five fields per record type.

  1. If you haven't already, open a CRM configuration for ServiceNow. In CXone, click the app selector and select Agent Integrations icon: an orange gear with three arrows inside.. Select a CRM configuration from the list.
  2. Click the Dynamic Data tab.
  3. Click New Data Mapping.
  4. Enter a Name for the mapping. You can optionally enter a Description.
  5. In the Select Entity Type drop-down, select the ServiceNow record type with the fields you want to display in CXone Agent Integrated.

  6. Click Add Entity.
  7. In the External CRM Field drop-down that appears, select the ServiceNow record field you want to display to agents.

  8. To add more ServiceNow record fields, click Add Field. You can add up to five fields per record type.
  9. Click Save at the top of the page. The active dynamic data mapping appears in the Dynamic Data tab.

The next step of integrating ServiceNow with CXone Agent Integrated is to modify your Studio script.