Release Notes | ServiceNow Connector

Talkdesk ServiceNow Connector™ allows you to integrate your Talkdesk and ServiceNow instances. For more information, visit our documentation.

Release Notes prior to the last listed date can be found here (login required).

 

December 6, 2022

On Tuesday, December 6th, 2022, we will release new features for Talkdesk ServiceNow Connector™.

 

Note: These features will be available in the new 2.14 version of Talkdesk ServiceNow Connector in the ServiceNow App Store.

 

New:

  • Talkdesk Live in ServiceNow: You can access and configure Talkdesk Live™ dashboards within ServiceNow.
  • Configure in which ServiceNow Workspaces records are popped: From now on, as an admin, you have a user-friendly way to configure which ServiceNow Workspaces you want to have records popping through the automated tasks.
  • Update Incident action: Also as an admin, you can configure automated tasks that update ServiceNow Incident records created through Talkdesk automations.
  • Pop records created through automated tasks: Now, call center admins are also able to set automated tasks that pop interaction, consumer, or contact records whenever they are created through an automation.

For additional information, please visit our documentation on Talkdesk for ServiceNow Connector.

 

August 31, 2022 - Talkdesk ServiceNow Connector

On Wednesday, August 31st, 2022, we will release new features for Talkdesk ServiceNow Connector™.

Note: These features will be available in the new 2.13 version of Talkdesk ServiceNow Connector in the ServiceNow App Store.

 

New:

  • Talkdesk Activities in ServiceNow: Users can access all the important data regarding each Voice and DCE (SMS, Email, Chat) Talkdesk interaction through the ServiceNow User Interface (UI).
  • “Relate to” feature in a Conversations card: The “Relate to” case/incident card is now available in Workspace and can be added to the call wrap-up tab in Conversations. You can choose if the “Relate to” card should be required to submit the call log.
  • ServiceNow Tokyo Release: Talkdesk ServiceNow Connector is already certified and compatible with the latest ServiceNow Tokyo release version.


For additional information, please visit our documentation on Talkdesk for ServiceNow Connector.

 

June 15, 2022 - Talkdesk ServiceNow Connector

On Wednesday, June 15th, 2022, we will release new features for Talkdesk ServiceNow Connector™.

Note: These will be available in the new 2.12 version of Talkdesk for ServiceNow Connector, to be published in the ServiceNow App Store.

 

New:

  • ServiceNow San Diego Release: Talkdesk for ServiceNow app is already certified and compatible with the latest ServiceNow San Diego release version.
  • Guided setup: A custom configuration wizard is now available to simplify setting up the Talkdesk for ServiceNow Connector, avoiding extensive documentation, manual steps, and human error.
  • Contact Pop in Talkdesk Conversations: Contact Pop is now working through the Talkdesk CTI. This means that agents can pop the ServiceNow contact’s page by clicking on the integration’s badge in Talkdesk Conversations App without dependency on the Talkdesk Callbar.
  • Open records through CTI: With this action, a record can be automatically opened on ServiceNow UI through any available Talkdesk trigger.
  • Preview custom fields on Talkdesk Automations: All the records created or updated through an automation can contain ServiceNow custom fields in addition to Talkdesk standard fields.


For additional information, please visit our documentation on Talkdesk for ServiceNow Connector.

 

March 11, 2022 - Talkdesk for ServiceNow Connector

On Friday, March 11th, 2022, we will release new features for Talkdesk for ServiceNow Connector™.

Note: These will be available in the new 2.11 version of Talkdesk for ServiceNow Connector, to be published in the ServiceNow App Store.

 

New:

  • Update Order/Product Case: These new actions enable you to update order and product cases. The call data will be updated on the created cases with all the relevant data.
  • New log module (Debug Logging): With this addition, you are able to access application logs in one click, as well as export all logs related to the Talkdesk app.

Note:  Only Talkdesk admins can use this feature.

  • Pop-created incidents: You will now be able to have our pop feature in Incidents. This feature will allow the record to pop both in Classic User Interface (UI) and in Agent Workspace.
  • CTI:  The region support for the Talkdesk ServiceNow application has improved, which makes it possible to insert the Talkdesk CTI URL according to your region (US or other). 

 

For additional information, please visit the documentation on Talkdesk for ServiceNow Connector.

 

January 4, 2022 - Talkdesk for ServiceNow Connector

On Tuesday, January 4th, 2022, we will release new features for Talkdesk for ServiceNow Connector™.

Note: These will be available in the new 2.10 version of Talkdesk for ServiceNow Connector, to be published in the ServiceNow App Store.

 

New:

  • ServiceNow Rome Release
    • This version of the app is already certified and compatible with the latest ServiceNow Rome release version.
  • “Relate To” feature in Conversations
  • “Relate To” Case/Incident:  The “Relate To” feature enables agents to select existing cases/incidents in ServiceNow and relate them to calls. After an inbound or outbound call ends, the agent will be able to choose from a dropdown list of existing cases/incidents displayed in the Conversations tab “Relate To”, and associate the two.

Note: This feature was already implemented in Callbar, and now it’s also available in Conversations.

  • Debug Logging System
  • Enable Debug Logging: This feature allows admins to access and extract information on log-related errors. This feature must be activated in the Talkdesk Setting page on the ServiceNow side. 
  • Regional Cloud Multi-region
  • Change region: On the ServiceNow configuration side, the admin is able to insert the Talkdesk CTI URL according to your region (US or other).

Tip: The default region is the US. If you wish to change regions, reach out to the Talkdesk Support team.

 

For additional information, please visit the documentation on Talkdesk for ServiceNow Connector.

 

June 9, 2021 - Talkdesk for ServiceNow

On Wednesday, June 9th, 2021, Talkdesk® will publish version 2.9.0 of Talkdesk for ServiceNow to the ServiceNow app store.

 

New:

  • Relate To: The “Relate To” feature allows agents to relate a call (interaction) to an existing case or incident in ServiceNow, directly from the call summary window in Callbar. The relationship between the interaction and the case or incident is created in ServiceNow.

 

Enhancements:

  • Contact Sync job returns all possible contact types from ServiceNow according to what has been configured in Talkdesk, avoiding errors and queries on ServiceNow tables that don't exist.
  • Only ServiceNow tables used by the Talkdesk integration are shown when creating records in the Talkdesk Field Mappings table.

Also, note that the Talkdesk for ServiceNow version 2.9.0 app is already certified and compatible with the latest ServiceNow Quebec release version.

 

For more information, please visit the documentation on Talkdesk for ServiceNow.

 

December 16, 2020 - Talkdesk for ServiceNow

On Wednesday, December 16th, 2020, Talkdesk will publish version 2.8.0 of Talkdesk for ServiceNow to the ServiceNow app store.

 

New:

  • Click-to-Call: Talkdesk for ServiceNow users will be able to call any customer directly from ServiceNow through a simple click on a call button. The feature will be available for both the Agent Workspace and Classic UI, and for ServiceNow instances on the Orlando release or newer. Note: This feature is currently compatible with Callbar App (Electron) only.

 

 

Other Enhancements:

  • The Talkdesk for ServiceNow app is now certified and compatible with the ServiceNow Paris release version.

 

For more information, please visit the documentation on Talkdesk for ServiceNow.

 

September 28, 2020 - Talkdesk for ServiceNow

On Monday, September 28th, 2020, Talkdesk will publish version 2.7.3 of Talkdesk for ServiceNow.

 

When will the change happen?

On September 28th, 2020, we will publish version 2.7.3 of the Talkdesk for ServiceNow app.

 

What enhancements will this version bring?

  • Case Pop [Generally Available] -Now, upon a new interaction in Talkdesk that triggers a case action in ServiceNow, it is possible to automatically pop the case and display it to the agent in ServiceNow. This feature improves agent experience and efficiency with the ability to pop up and update ServiceNow cases when a new interaction occurs in Talkdesk.
  • Update Call Log [Generally Available]- Provides additional capabilities to the “update call log” action in Talkdesk. Starting from this release, the call log record can be updated with the most recent data in order to deliver more context on the engagement with customers. This feature aims to provide more versatility when adding context data into ServiceNow.
  • Update Call Log Preview [Generally Available]- Introduces the ability for Admins to configure ServiceNow fields related to the call log table to appear on the “update call log” action in Talkdesk, when setting up an automated task. This feature aims to provide more versatility when adding context data into ServiceNow.
  • Package for ITSM [Generally Available]-Talkdesk for ServiceNow now supports ServiceNow’s IT Service Management (ITSM).

 

Bug fixes with this version

Configuration of choice list fields in the Talkdesk Field Mapping table:

  • It’s now possible to add choice list fields in the Talkdesk Field Mapping table and then see those fields accordingly in Talkdesk.

 

For more information about the new features, please visit the documentation on Talkdesk for ServiceNow from September 28th onwards.

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