How it works

ServiceNow CRM Platform offers a large spectrum of basic and custom services to manage the data of the customers. One of the fundamentals are the Incidents, which are tickets created to manage requests from customers and to monitor the solution of the problem through a period of time.

On this page:

Any interaction occurred through this integration can be searched by the Agent from the list by:

contact's phone number
user's email

Each incident presents a series of default fields the Agent can (or must, if mandatory) fill with information about the customer, name, phone, mail, category of the problem and so on.

XCALLY Motion Integration will fill most of these fields with an action triggered by the phone call, either in case of an inbound call (from customer to agent) and of an outbound call (from agent to customer).

In case the customer leaves the call before an agent can answer, an abandon event (if configured on XCALLY Motion) will be issued generating an Incident containing (at least) the caller number.

A very useful feature of ServiceNow Dashboard consists in the filters that can applied to the search through all available services. You can easily find ‘Incident’ section writing ‘Incident’ in the search input on the top left, under ServiceNow logo.

For example, when you click ‘Incident’, select ‘All’ and then filter the shown incidents selecting Short Description and writing XCally, you’ll find all existing incidents created by XCally Motion Integration.

Return to the Dashboard Menu and click on the star near ‘Incident’. ‘Incident’ will then be added to the Favorites menu to be easily found next time.

From the Incident list, select Activity Stream icon: the last selected items will be shown on the right.

One important feature, really useful when using the XCALLY Motion Integration, is the possibility to register the Agents as users on ServiceNow Instance Platform.

The integration will recognize all registered agents, and the agent who call the customer (outbound call) or answer the customer phone call (inbound call) will be automatically inserted as the incident owner and author inside the incident page.

To do so:

Go to User Administration – User (use the search input) to obtain the full list of the users on the platform
Click on New, and fill all the fields you need (remember to activate the profile).

Note: There’s no real need to assign Internal Integration User role. Differently from other CRM on the market, simple Users can have access to the platform to read the created incident: each registered agent will then have access to its own incidents, contacts and other information.

The XCALLY ServiceNow Accounts Section

Create/Edit a ServiceNow Account

The ServiceNow Accounts Section can be found under the Integrations Menu:

Go to Motion > Integration > ServiceNow Accounts and create a new Account, based on the data regarding the System Admin User implemented on your ServiceNow Instance Platform.

You really need to fill only a few data:

username (the ServiceNow UserID: by default it should be ‘admin’, but maybe you’ve created a specific user with Internal Integration User privileges to use as the reference account on Motion, so fill the field with the specific UserID of that user),
password
email (required by the REST API procedure that creates the tickets: usually the username is also the email of the user, in ServiceNow username and email are two different entities, so it is necessary to take note of the email as a mandatory field).
Remote Uri of the ServiceNow CRM platform (its syntax is https://[INSTANCE].service-now.com )
Motion or Proxy IP of your XCALLY Motion installation.

Now edit the new Account and verify all the fields specified above have been inserted:

Save and test the Account:

And the system will notify if the connection is working properly or not.

Pay attention that the password is correct. In case your UserID is ‘admin’ the browser can overwrite it with any another ‘admin’ cached credentials found inside the cookies wallet. In case, insert again the password, save and test again the account.

Prepare the configuration for the integration: create inbound and outbound configuration, with Subject, Description and Fields inserted according the appropriate parameters from Asterisk* (eg. destcallidnum to obtain Called Number) and both Standard and Custom fields (the ones you’ve created on ServiceNow, go there to find them).

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