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Talkdesk for ServiceNow connector unifies the agent experience by providing an integration between your call center and IT/customer service desks. The automated tasks in ServiceNow ensure that Cases, Incidents, and Users are created without requiring any user intervention on the Talkdesk side.

With automations, you can create rules, composed of events and actions, such as: 

• “When a contact is created in Talkdesk then create a contact in ServiceNow.”
• “When an inbound call starts in Talkdesk then create a product case in ServiceNow.”
• “When an outbound call starts in Talkdesk then create an interaction in ServiceNow.”
• “When an outbound call ends in Talkdesk then update an interaction in ServiceNow.”

These automated tasks will help streamline customer interactions and enhance the quality of service your team provides to customers.

 

Available actions for ServiceNow connector:

• Create a consumer.
• Create a contact.
• Create a product case.
• Create a product case with call log.
• Create an incident.
• Create an interaction.
• Create an order case.
• Create an order case with call log.
• Create and pop interaction module in the Agent Workspace.
• Pop call module.
• Update a consumer.
• Update a contact.
• Update an interaction.
• Update call log of a case.
• Update order case.
• Update product case.

 

Article Index: 

Prerequisites

Installing Plugins

Configuring an Automated Task

Creating a new contact when an outbound call ends

Available Actions specifications

• Updating a Call Log of a Case
• Creating a Case
• Creating a Product (or Order) Case with Call Log
• Pop Call Module
  

 

 

Prerequisites

Action on Talkdesk	Description	Dependency on ServiceNow Plugin	Subscription Type	ServiceNow Target Table
Create a consumer	Creates a new Consumer in SN.	• Customer Service	• Paid	• csm_consumer
Create a contact	Creates a new Contact in SN.  The contact type can be: consumer, contact or user.	• N/A (Contact or customer type contacts depend on Customer Service)	• N/A • Paid	If contact type is: • user: sys_user • contact: customer_contact • consumer: csm_consumer_user
create a product case	Creates a new (Product) Case in SN.	• Customer Service	• Paid	• sn_customerservice_case
create a product case with call log	Creates a new (Product) Case and also a Phone Log in SN.	• Customer Service • Openframe	• Paid • Free	• sn_customerservice_case • sn_openframe_phone_log
create an incident	Creates a new Incident in SN.	• Incident	• Paid	• incident
create an interaction	Creates a new Interaction in SN.	• Interactions Management	• Free	• interaction
create an order case	Creates a new Order Case in SN.	• Customer Service Management for Orders	• Paid	• csm_order_case
create an order case with call log	Creates a new Order Case and also a Phone Log in SN.	• Customer Service Management for Orders • Openframe	• Paid • Free	• csm_order_case • sn_openframe_phone_log
create and pop interaction module in the Agent Workspace	Creates and pops up a new Interaction on the Agent Workspace in SN.	• Interactions Management • Openframe	• Free • Free	• interaction
pop call module	Pops up a blank new call record yet to be saved.	• Service Desk Call	• Paid	• new_call
update a consumer	Updates an existing Consumer in SN.	• Customer Service	• Paid	• csm_consumer
update a contact	Updates an existing Contact in SN.	• N/A  (Contact or customer type contacts depend on Customer Service)	• N/A • Paid	If contact type is: • user: sys_user • contact: customer_contact • consumer: csm_consumer_user
update an interaction	Updates an existing Interaction in SN.	• Interactions Management	• Free	• interaction
update call log of a case	Updates an existing Phone Log in SN.	• Openframe	• Free	• sn_openframe_phone_log
update order case	Updates a created order case in SN.	• Customer Service	• Paid	• csm_order_case
update product case	Updates a created product case in SN.	•Costumer Service	• Paid	• sn_customerservice_case

 

 

Installing Plugins

In ServiceNow, please follow these steps to confirm which plugins are installed or to install new plugins:

1. In the application navigator, enter “plugins” in the search filter [1]. This will take you to System Definitions > Plugins.
2. Install or ensure that the plugins needed for the action(s) you want to take (see the “Prerequisites” section) are already installed.

 

Configuring an Automated Task

To do so, please follow these steps:

1. Log in to your Talkdesk account as an administrator.
2. Navigate to Admin [1] > Integrations [2].
3. Click on ServiceNow [3].

Note: If you are not able to see the ServiceNow integration, please submit a request to Talkdesk Support to reveal it on the "Integrations Manager" page. Please include your account’s domain in the request to expedite processing. For more information, check ServiceNow Integration Activation page.

 

4. Click Create automation [4]. This will take you to the automation configuration page.

5. In "General information" under "Automation name" [5], name your automation. In the above example, we named it "Create Consumer".
6. Under "Configure the automation", select an event [6] and an action [7] from the drop-down menus.
7. Use further definitions available in sections 2 and 3 according to your goal and needs.
8. Click the Save button [8] at the top of the page.

 

Creating a new contact when an outbound call ends

Let’s walk through the example of creating the automated task “When an outbound call ends in Talkdesk then create a new contact in ServiceNow“. 

First, name your automation [1]. Then, use the dropdown menus to configure a statement like “In Talkdesk when an outbound call ends [2] then create a contact [3]”.

If necessary, you can select "Yes" under "Filter the event" to fire the automation only in specific circumstances. 

Tip: See our full documentation on Automated Tasks Filters for more information. 

In the "Configure the action" section, you can customize the details Talkdesk sends to ServiceNow by dragging the relevant fields into the text boxes.

Note: For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the Last name [8] field is required for this automation.

Once the configuration is complete, click Save at the top of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the "Enabled" toggle.

Available Actions specifications 

Updating a Call Log of a Case

As shown in the table in the “Prerequisites'' section, the “update call log of a case action” depends only on the free “Openframe'' plugin. However, this action cannot be used independently. To update a specific call log, it must have been previously created, and one of these actions needs to take place: (a) “create a product case with call log” or (b) “create an order case with call log”. 

Note: Currently, there is no action to create an independent call log. These must be associated with a type of recording, so only when those take place will a call log action go into effect.

For example, you can set the below automations in Talkdesk: 

• The first, “When call rings, create order case”, is a “create an order case with call log” action. 
• The second, “When outbound call starts, update case” is the call log automation, acting on the previous action.

In Talkdesk, you can add the automation that will enable the call log update in ServiceNow, by following the steps described in the “Configuring an Automated Task” section. 

Note: The Update Call Log Preview feature may present some limitations, namely field types that may not be supported, calls with less than 2 seconds duration that may impact the functionality of the feature, and choice fields that treat options with a comma as two different options (e.g., “optio,n” is treated as “optio” and”'n”).

 

Creating a Case

Currently, the Case Pop feature is available with the following actions when configuring Talkdesk for ServiceNow automations:

• create a product case.
• create a product case with call log.
• create an order case.
• create an order case with call log.

To configure any automation based on these actions, follow the steps described in “Configuring an Automated Task” section and be aware of the pop-up option:

If you want the created case to automatically pop in ServiceNow, make sure that the "Should Pop" field is set as Yes. This way, then when the automation is executed, it will automatically pop up the record in ServiceNow.

Regarding the pop-up functionality, make sure that the correct UI has been selected in the integration’s configuration options.

Note: Please fill in with your information all the mandatory inputs. Be aware that “UI Selection” must be manually inserted as “Agent Workspace” or “Classic UI”, and if you insert any other value, it will be interpreted as “Classic UI” by default.

 

Creating a (Product or Order) Case with Call Log

When a Call Log is created in ServiceNow through the “create product case with call log” or “create order case with call log” actions, the Call Log “Start Time” field in ServiceNow is automatically filled with the timestamp of the event that was triggered, for instance:

• If the event is “inbound/outbound call is ringing” then the “Start Time” field in ServiceNow will be the timestamp when the inbound/outbound call started ringing.
• If the event is “inbound/outbound call starts“, then the “Start Time” field in ServiceNow will be the timestamp when the inbound/outbound call started.

As mentioned above, the “Start Time” field in ServiceNow of a Call Log record will always, upon creation, be the timestamp of the event that triggered it. Therefore, it will never be left empty. 

The “Start Time” field can be later changed using the “update call log of case” action and set that value with a better timestamp.

To do that, the following automations can be set:

• When an “inbound call is ringing”, then “create a new order case with call log”.
• When an “inbound call starts”, then “update the case with call log”.

The first automation will create a new order case with its call log record, and the “Start Time” field of that call log record in ServiceNow will be the timestamp of when the inbound call started ringing.

The second automation will update the call log record previously created, and the “Start Time” field can be updated with a different value. In this case, it’ll be updated with the timestamp of when the inbound call started.

Note: Currently, there is no action to create an independent call log. These must be associated with a type of recording, so only when those take place will a call log action go into effect.

 

Pop Call Module

Admins can configure an automation to pop open the call module in an agent's screen in ServiceNow when a call is made or received.

You can use this action when an inbound/outbound call starts in Talkdesk. 

Note: To use the pop call module and other additional ServiceNow features, it is recommended you also install the Service Desk Call ServiceNow plugin.

Latest update: The Service Desk Call plugin is going to be deprecated in the Quebec release. A similar outcome can be achieved using Interaction. For more details, refer to Create an interaction record in ITSM Agent Workspace.