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Talkdesk for Service Now screen pop

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With the release of Talkdesk for ServiceNow version 2.0.6. update in the Servicenow store, admins can now configure an automation to pop open the call module in an agent's screen in ServiceNow when a call is made or received.

 

Enabling the Pop Call module Functionality

To enable the auto case pop functionality  in ServiceNow when an inbound/outbound call starts in Talkdesk, follow these steps:

  • Log in to your Talkdesk account as an Administrator.
  • Select the 'Admin' section [1].
  • Click the 'Integrations' tab [2] and then the 'Settings' button [3] under ServiceNow.

ServiceNow_Integration.png

  • Click the ’Add New Automated Task' button [4]:

ServiceNow_automations.png

  • Select the event and action: “When an inbound call starts [5] in Talkdesk (or “When an outbound call starts” in Talkdesk) then pop a call  [6] in ServiceNow”:

ServiceNow_pop_call.png

On the right-hand side, you’ll find editable text boxes where you can customize such fields as the title and body of your message [7]. Drag and drop any of the fields from the left-hand side of the page into the text boxes or simply write it, and Talkdesk will automatically display the correct value in the case created. 

  • Once finished, click ‘Save’ .

Note: The automatic case pop up will also work with other automations. For example:

  • When an inbound call ends in Talkdesk, create case in ServiceNow.

For more information on how to configure your ServiceNow automations in Talkdesk, please check this article.

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