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Using ServiceNow Case Pop

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A pop of a case can be automatically created in ServiceNow upon the execution of a case creation automation from Talkdesk.

To learn how to use the ServiceNow Case Pop feature, please follow the steps below.

 

Prerequisites

The only configuration that is required to use the feature is to install the plugins that allow you to create the Case tables in ServiceNow.

The actions set in the automations in Talkdesk will only work as intended if their plugin dependencies are installed.

Action

Description

Dependency on ServiceNow Plugin

Subscription Type

ServiceNow Target Table

  • create a product case
  • Creates a new (Product) Case in ServiceNow
  • Customer Service
  • Paid
  • sn_customerservice_case
  • create a product case with call log
  • Creates a new (Product) Case and also a Phone Log in ServiceNow
  • Customer Service
  • Openframe
  • Paid
  • Free
  • sn_customerservice_case
  • sn_openframe_phone_log
  • create an order case
  • Creates a new Order Case in ServiceNow
  • 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 ServiceNow
  • Customer Service Management for Orders
  • Openframe
  • Paid
  • Free
  • csm_order_case
  • sn_openframe_phone_log

 

Installing Plugins

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

SN_Case_Pop_1-2.png

  1. In the application navigator, enter “plugins” in the search filter [1]. This will take you to System Definitions > Plugins.

SN_Case_Pop_2.pngSN_Case_Pop_3.pngSN_Case_Pop_4.png

  1. Install or ensure that at least one of the following plugins is already installed: “Customer Service”, “Customer Service Management for Orders”, and “Openframe”.

 

Configuring an Automation in Talkdesk to Create a Case in ServiceNow

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.

SN_Case_Pop_5.png

  1. 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.

SN_Case_Pop_6.png

  1. 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” shall 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.

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