Engage Voice
Setting up ServiceNow for CRM integration

For a PDF download of the ServiceNow Admin Guide, click here.
 
Setting up ServiceNow for Engage CRM integration requires the ‘Openframe’ and ‘Customer Service’ plugins installed so all functions work properly. You need to install those two plugins first before making any integration-related setup. You can find the Openframe and CSM plugins in their respective links.
 
After you’ve installed the plugins, you now need the following information to proceed:
  • ServiceNow Hostname: Hostname for your ServiceNow instance.
  • ServiceNow Client ID: Your ServiceNow Client ID.
  • ServiceNow Client Secret: Your ServiceNow Client Secret.
Engage will soon be listed in the ServiceNow store. In the meantime, the implementation team will guide you in installing Engage for ServiceNow.

Setting up user permissions

Engage uses a single user with enough permissions to access system tables and tables related to the ServiceNow Incident Management application at Incident\Case\User\Contact management. The user you want to integrate with should be authenticated by using OAuth standard procedure. To access the UI pages and API of the Engage application, the user should be assigned to the Role ‘x_93331_engage_sn.user.’
 
The following table describes the tables and access rights that should be manually assigned to a selected user by the system administrator.
Privilege
Value
Table
Table Scope
Read
Allowed
cmn_department
Global
Read
Allowed
cmn_location
Global
Read
Allowed
core_company
Global
Read
Allowed
customer_account
Global
Create
Allowed
customer_contact
Global
Write
Allowed
customer_contact
Global
Read
Allowed
customer_contact
Global
Create
Allowed
incident
Global
Write
Allowed
incident
Global
Read
Allowed
incident
Global
Create
Allowed
incident_task
Global
Write
Allowed
incident_task
Global
Read
Allowed
incident_task
Global
Create
Allowed
sn_customerservice_case
Customer Service
Write
Allowed
sn_customerservice_case
Customer Service
Read
Allowed
sn_customerservice_case
Customer Service
Create
Allowed
sn_customerservice_task
Customer Service
Write
Allowed
sn_customerservice_task
Customer Service
Read
Allowed
sn_customerservice_task
Customer Service
Create
Allowed
sn_openframe_phone_log
openframe
Write
Allowed
sn_openframe_phone_log
openframe
Read
Allowed
sn_openframe_phone_log
openframe
Read
Allowed
sys_choice
Global
Read
Allowed
sys_dictionary
Global
Create
Allowed
sys_user
Global
Write
Allowed
sys_user
Global
Read
Allowed
sys_user
Global
Read
Allowed
task
Global
Make sure to create ACLs on the Incident [incident], Incident Task [incident_task], Task [task], Case [sn_customerservice_case], Customer Service Task [sn_customerservice_task], and Follow On Task [cert_followon_task] tables to give read permissions for the ‘x_93331_ engage_sn.user’ role. Depending on your release version, you might face issues when creating cases. If you have any trouble doing so, add the sn_customerservice_agent role to the integration user as well.
 
Just specify the instance you want to be authenticated against, and then press the Change User button to go through the authentication process. After saving the settings, the Engage system automatically performs a check of connection and remembers the connection settings.

Obtaining the Client Secret

You need to log in ServiceNow as an admin with elevated privileges to obtain the client secret. Follow the steps below. 
1. Search for ‘Application Registries’ in the ‘filter’ search bar at the screen’s left pane.
2. Click on Engage.
3. Unlock Client Secret visibility by selecting the lock icon next to the field.
4. Copy the randomly generated client secret.
You may now proceed to Installing and setting up an Engage CRM integration and follow the steps there to connect ServiceNow to the Engage CRM integration app.

Installing the embedded CRM integration

As the admin, you should be able to access system properties. In the ‘filter’ search bar, type ‘OpenFrame.’ An OpenFrame configuration titled ‘Engage Embedded UI’ should appear in the page’s center pane. Click on its name to open the OpenFrame configuration window and apply the following settings exactly:
1. Set the configuration to Active.
2. Set the desired width and height (285 x 600 pixels).
3. Edit the URL with the following: 
https://app.tenfold.com/servicenow.html?base=<<YOURINSTANCEURL

• For example: https://app.tenfold.com/servicenow.html?base=https://yourcompanyname.service-now.com

• You must include the whole URL, including the ‘https://’ after ‘base=’ 

4. Click on Update to save the configuration.

Whitelisting the app origin

The OpenFrame frame needs to communicate with the top frame. The Engage app origin needs to be whitelisted to enable this. Follow the steps below.
1. In the ‘filter’ search bar, type ‘sys_properties.list’ exactly and press enter on your keyboard.
2. Search for the property ‘glide.ui.concourse.onmessage_enforce_same_origin_whitelist’.
3. Click on the entry to edit it.
5. Click Update to save and exit.

Adding phone calls within a user record

By default, ServiceNow does not display the list of calls associated with a given record, but this can be easily configured.
1. In the ‘filter’ search bar, search for Users.
2. Click on Users.
3. Click on one of the users to open the user details view.
4. Click on the menu in the user details and select Related Lists.
5. Select Phonelog > Contact from the Available section and move it to the Selected section.
6. Click Save.

Enabling notes

Engage creates a custom field for phone calls in ServiceNow. This field can be ‘Display:false.’ To configure this, follow the steps below.
1. Go go the phone call page using the URL:
https://{yourdomain}.service-now.com/sn_openframe_phone_log.do
2. Click on the menu in the top left corner and navigate to Configure > Form Design.
3. On the left hand side of the screen, move the Tenfold Description field onto the screen.
4. Click Save.
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