Dialogue Cloud

On Premises

Install CRM Service for ServiceNow

The CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for ServiceNow is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. The CRM Service retrieves contact info regarding the caller and if applicable the related relevant cases. The CRM Service will be used in combination with the AnywhereNow WebAgent.

Note

An additional AnywhereNow WebAgent for Voice or for Omnichannel license is required.

Note

A CRM connector license specific to each data source (Database or CRM backend platform) is required.

Dependencies

  • A ServiceNow Environment with an OAuth application endpoint

  • User with access to the ServiceNow environment

    • By default the CRM Service retrieves Incidents and System Users, in that case the user needs to following roles:

      • itil
      • rest_api_explorer
      • rest_service

Follow the instructions below to install the CRM Service for ServiceNow.

Request CRM Service for Dialogue Cloud

For customers

Request the Crm Service for ServiceNow to be enabled (for specific UCC's) via your regular AnywhereNow contact or Partner.

For partners

  1. Navigate to the Partner Portal

  2. Request the "Integrated with ServiceNow" when selecting WebAgent > Webagent For Voice Communication / Webagent for Omnichannel Communication.

    This can be done during:

    1. Create UCC, see: Create - Contact Center (UCC)

    2. Edit UCC, see: View (and edit) - Contact Centers (UCC's)

Validate Endpoint

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments.. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Validate CRMService settings endpoint to ListsPlugin ListsEndpoints

Setting Value Scope
ListsEndpoints

http://FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/webagentservice/api/v1/settings

http://FQDN/CrmServiceServiceNow/api/v1/settings

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

 ListsPlugin

Validate WebAgentService URL

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through OnePortal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. Validate the following setting:
Setting Value Scope
CrmServiceUrl

http://fqdn/CrmServiceServiceNow

Note

URL (Value) needs to be accessible from the WebAgentService to this CRM Service.
If on the same server this can be http and a .local address.

Warning

Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

 WebAgentService

Configure PluginSettings

Warning

This CRM service depends on settings which need to be identical if used across multiple UCC's within a service, meaning the values should be identical across all UCC configurations using it. We call these primary settings. A primary setting is defined by the first UCC to publish its settings during startup of the service. This may not always be the same UCC if multiple UCC's share this service! If values differ across multiple UCC's this will lead to unpredictable behavior after a service restart. It is extremely important to keep the values consistent/identical and valid.

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through OnePortal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the PluginSettings list

  3. Configurethe following setting

    Setting Value Scope
    ApplicationHost

    ServiceNow application URL.

    (e.g. https://ven01234.service-now.com).

    		 CrmService
    ApiEndpoint

    ServiceNow REST API endpoint

    (e.g. https://ven01234.service-now.com/api/now/table/).

    		 CrmService
    LoginEndPoint

    ServiceNow Login endpoint

    (e.g. https://ven01234.service-now.com/oauth_token.do).

    		 CrmService
    Username

    ServiceNow login credential username.

    		 CrmService
    Password

    ServiceNow login credential password.

    Note

    Value should be encrypted by A365.PWTool.exe

    		 CrmService
    ClientId

    Client ID of the ServiceNow OAuth Application.

    		 CrmService
    ClientSecret

    Client secret of the SeviceNow OAuth Application.

    Note

    Value should be encrypted by A365.PWTool.exe

    		 CrmService

For additional or optional configuration parameters see Additional configuration CRM Service for ServiceNow