Configurar ServiceNow flujos de trabajo mediante EJECUCIÓN DE FLUJO DE TRABAJO MEJORADO

Para contar con una manera sencilla de configurar flujos de trabajo de búsqueda y creación entre un CRM y NiCE CXone Agent Workspace (Browser Extension) (Agent Integrated), puede utilizar la acción ENHANCED WORKFLOW EXECUTE Studio.

Debe tener una acción ENHANCED Workflow Execute por cada Flujo de trabajo que desee configurar. Si desea configurar más de un flujo de trabajo, agregue más de una acción ENHANCED Workflow Execute.

En Studio, abra el script donde desee configurar un workflow.
Agregue una acción ENHANCED Workflow Execute después de BEGIN.
Inicie el asistente para Ejecución de flujo de trabajo.
1. Si usa Desktop Studio, haga doble clic en la acción ENHANCED Ejecución de flujo de trabajo.
2. Si está utilizando NiCE CXone Studio, seleccione la acción ENHANCED Workflow Execute y haga clic en Abrir editor en las propiedades de la acción.
En el asistente de Ejecución de flujo de trabajo, haga clic en agregar configuración de Flujo de trabajo.
Asigne un Nombre de flujo de trabajo a este flujo de trabajo.
En el menú desplegable Nombre de configuración de CRM, seleccione la configuración ServiceNow que desea que use esta acción ENHANCED Workflow Execute. El menú desplegable muestra los nombres de todas las configuraciones de CRM establecidas en Integraciones de agente en NiCE CXone.
Under Select Workflow Type, select one of the following options:
- Búsqueda de número de teléfono: busque un ANI También conocido como id de llamada. número de teléfono listado de una llamada de voz entrante. o DNIS El número marcado en llamadas de voz entrantes o salientes.. Aplica a voz, SMS Servicio de Mensajes cortos; también conocido como mensajes de texto. y WhatsApp interacciones La conversación completa con un agente a través de un canal. Por ejemplo, una interacción puede ser una llamada de voz, un correo electrónico, un chat o una conversación de redes sociales..
- Búsqueda de Email: Busque correos electrónicos.
- Búsqueda dinámica: Busque tipos de registros específicos y campos específicos.
- Creación automática: Crea automáticamente registros ServiceNow para las interacciones.
- Creación manual: Permite a los agentes crear manualmente nuevos registros de ServiceNow desde dentro de Agent Workspace (Browser Extension) (Agent Integrated) mientras gestionan interacciones.
Hacer clicpróximo.
Configurar un workflow de Phone Number Search
1. En el campo Número de teléfono, ingrese el ANI, DNIS o variable que desea buscar. Las variables siempre deben estar entre corchetes {}.
2. En Mapeado de Workflow, seleccione el workflow de búsqueda que desea usar. Puede cambiar esto más adelante si es necesario.
3. Haga clic en Create. Aparece un mensaje de confirmación.
4. Pruebe el workflow. En el campo Test Phone, ingrese un Número de teléfono que devolverá resultados. Haga clic en Prueba. Los resultados aparecen a continuación.
Configurar un flujo de trabajo de Email Search
1. En el campo Dirección de correo electrónico, ingrese la dirección de correo electrónico o la variable que desea buscar. Las variables siempre deben estar entre llaves {}.
2. En Mapeado de Workflow, seleccione el Flujo de trabajo de búsqueda que desea usar. Puede cambiarlo más adelante si es necesario.
3. Haga clic en Crear. Aparece un mensaje de confirmación.
4. Pruebe el flujo de trabajo. En el campo correo electrónico de Prueba, ingrese una dirección de correo electrónico que devuelva resultados. Haga clic en Prueba. Los resultados aparecen a continuación.
Configure a Dynamic Search workflow
1. In the Search Parameters drop-down, select a record type. Click Add Entity. Repeat for each record type you want to search.
2. Configure the fields for the entity.
  - In Field Name, select the CRM record field you want to search.
  - In Operator, select Equals or Not Equals.
  - In Variable, enter a variable, a hard-coded value, or a combination of these. Based on the syntax rules of your CRM and the particular field, do one of the following:
    Enclose the search value in single quotes (').
    Enclose the search value in double quotes (").
    Completely omit quotes.
    Variables should always be in single quotes ('). Script variables should always be in single quotes and curly brackets '{}'. For example, '{ANI}'.
  Elinor Dashwood wants to search account and case records where the phone number equals a script variable named ANI. In the Search Parameters drop-down, she selects Account and clicks Add Entity. Elinor then selects Case from the Search Parameters drop-down and clicks Add Entity. In the Field Name drop-down for both entities, she selects Phone Number. In the Operator field for both entities, she selects Equals. Finally, in the Variable field for both entities, she enters '{ANI}'.
3. To add another field for the same entity, click the plus icon and configure the Field Name, Operator, and Variable fields. Then select one of the following options to determine how the parameters will be used in the search:
  - AND: Results must meet both parameters.
  - OR: Results can meet either parameter.
4. Click Next.
5. Under Workflow Mapping, select the Dynamic Search workflow you want to use. You can change this later if needed. These are the dynamic data mappings created in Agent Integrations > Configurations.
6. Click Create. A confirmation message appears.
7. Test the workflow. The fields you configured in step B appear. Enter a variable, a hard-coded value, or a combination of these that will return results. Click Test. The results appear below.
Configure an Automatic Create workflow
1. In the Search Parameters drop-down, select a record type. Click Add Entity. Repeat for each record type you want to create.
2. Configure the fields for the entity.
  - In Field Name, select the CRM record field you want to add to the created record.
  - In Variable, enter a variable, a hard-coded value, or a combination of these. Based on the syntax rules of your CRM and the particular field, do one of the following:
    Enclose the value in single quotes (').
    Enclose the value in double quotes (").
    Completely omit quotes.
    Variables should always be in single quotes ('). Script variables should always be in single quotes and curly brackets '{}'. For example, '{ANI}'.
  Elinor Dashwood wants to create account and case records where the phone number equals a script variable named ANI. In the Search Parameters drop-down, she selects Account and clicks Add Entity. Elinor then selects Case from the Search Parameters drop-down and clicks Add Entity. In the Field Name drop-down for both entities, she selects Phone Number. Finally, in the Variable field for both entities, she enters '{ANI}'.
3. To add another field for the same entity, click the plus icon and configure the Field Name and Variable fields.
4. Click Next.
5. Select the checkboxes next to the additional features you want to enable:
  - Pinned Record: Pin the created record to the Current Interaction section of the customer card. When a record is pinned, it is linked for data memorialization and timeline information by default. This means that data memorialization and timeline information will be added to the ServiceNow record when the interaction is completed. If the agent does not want the information to be mapped, they can unlink the record.
  - Screen Pop: Configure the created record to automatically appear as a screen pop in ServiceNow. In Kustomer and ServiceNow, only one record can appear:
    If you have a single match record Ocurre cuando un flujo de trabajo de búsqueda devuelve solo un registro., that record appears.
    If you have multiple match records and only one created record, the created record appears.
    If you have multiple match records and more than one created record, the last created record appears.
  - Relates To: Enable agents to relate ServiceNow records from inside Agent Workspace (Embedded) (Agent Embedded). This adds the Relates To icon to the Current Interaction section of the customer card.
    This is only available for Agent Workspace (Embedded) (Agent Embedded). It is not available for Agent Workspace (Agent), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated).
  - CacheResponse: Choose whether workflow results are cached. When results are cached, they appear in the customer card in the agent application.
6. Under Workflow Mapping, select the Automatic Create workflow you want to use. You can change this later if needed.
7. Click Create. A confirmation message appears.
8. Test the workflow. The fields you configured in step B appear. Enter a variable, a hard-coded value, or a combination of these that will return results. Click Test. The results appear below.
Configure a Manual Create workflow
1. In the Search Parameters drop-down, select a record type. Click Add Entity. Repeat for each record type you want to enable agents to create. You can add up to five record types.
2. Give the record type a Display Name. This is the label agents will see when they click Create New in the customer card. For example, if the record type you added is a task, you could enter Create Task.
3. Configure the fields for the entity.
  - In Field Name, select the CRM record field you want to add to the created record.
  - In Variable, enter a variable, a hard-coded value, or a combination of these. Based on the syntax rules of your CRM and the particular field, do one of the following:
    Enclose the value in single quotes (').
    Enclose the value in double quotes (").
    Completely omit quotes.
    Variables should always be in single quotes ('). Script variables should always be in single quotes and curly brackets '{}'. For example, '{ANI}'.
  Elinor Dashwood wants to enable agents to create account and case records where the phone number equals a script variable named ANI. In the Search Parameters drop-down, she selects Account and clicks Add Entity. Elinor then selects Case from the Search Parameters drop-down and clicks Add Entity. In the Field Name drop-down for both entities, she selects Phone Number. Finally, in the Variable field for both entities, she enters '{ANI}'.
4. To add another field for the same entity, click the plus icon and configure the Field Name and Variable fields.
5. Click Next.
6. Select the checkboxes next to the additional features you want to enable:
  - Pinned Record: Pin the created record to the Current Interaction section of the customer card. When a record is pinned, it is linked for data memorialization and timeline information by default. This means that data memorialization and timeline information will be added to the ServiceNow record when the interaction is completed. If the agent does not want the information to be mapped, they can unlink the record.
  - Screen Pop: Configure the created record to automatically appear as a screen pop in ServiceNow. In Kustomer and ServiceNow, only one record can appear:
    If you have a single match record Ocurre cuando un flujo de trabajo de búsqueda devuelve solo un registro., that record appears.
    If you have multiple match records and only one created record, the created record appears.
    If you have multiple match records and more than one created record, the last created record appears.
  - Relates To: Enable agents to relate ServiceNow records from inside Agent Workspace (Embedded) (Agent Embedded). This adds the Relates To icon to the Current Interaction section of the customer card.
    This is only available for Agent Workspace (Embedded) (Agent Embedded). It is not available for Agent Workspace (Agent), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated).
  - CacheResponse: Choose whether workflow results are cached. When results are cached, they appear in the customer card in the agent application.
7. Under Workflow Mapping, select the Manual Create workflow you want to use. You can change this later if needed.
8. Click Create. A confirmation message appears.
9. Test the workflow. The fields you configured in step C appear. Enter a variable, a hard-coded value, or a combination of these that will return results. Click Test. The results appear below.
Asegúrese de que la propiedad searchCacheKey en la AGENT WORKFLOW CONFIGURATION acción en su script esté configurada en {__interactionId}.
Guardar el script.

Limitaciones

ENHANCED WORKFLOW EXECUTE solo funciona para flujos de trabajo básicos. Para flujos de trabajo más complejos, siga este proceso para configurar las acciones SNIPPET y WORKFLOW EXECUTE.
Cuando configura los flujos de trabajo de Search mediante la acción ENHANCED WORKFLOW EXECUTE, los agentes no pueden recuperar registros al hacer clic en Refresh en la tarjeta de cliente en Agent Workspace (Browser Extension) (Agent Integrated). Esa funcionalidad estará disponible en una versión futura.