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Enabling CSM/ITSM in Talkdesk for ServiceNow

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If you wish to use Talkdesk for ServiceNow with IT Service Management (ITSM) and/or Customer Service Management (CSM), there are several ServiceNow plugin dependencies that you need to keep in mind before trying to perform certain actions in ServiceNow through automations configured in Talkdesk. Please read below for further details.

 

 

ServiceNow Plugins: Dependencies List 

In ServiceNow, the installation of a specific plugin will normally create some tables along with business rules, the script, and many other scripts.

Action

Description

Dependency on ServiceNow Plugin

ServiceNow Package

Subscription Type

ServiceNow Target Table

create a consumer Creates a new Consumer. Customer Service CSM Paid csm_consumer
create a contact Creates a new Contact and, dependent on the type, it can be: consumer, contact, or user.
N/A (If contact type is consumer or contact, then it depends on Customer Service)
N/A (If contact type is consumer or contact, then it depends on CSM)

- 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.
Customer Service

CSM

Paid

sn_customerservice_case

create a product case with call log Creates a new (Product) Case, and also a Phone Log.

Customer Service

Openframe

CSM

- Paid

- Free

- sn_customerservice_case

- sn_openframe_phone_log

create an incident Creates a new Incident. Incident ITSM Paid incident
create an interaction Creates a new Interaction.
Interactions Management

N/A

Free

interaction
create an order case Creates a new Order Case.
Customer Service Management for Orders
CSM Paid csm_order_case
create an order case with call log Creates a new Order Case and also a Phone Log.

- Customer Service Management for Orders

- Openframe

CSM

- 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.

- Interactions Management

- Openframe


N/A

- Free

- Free


interaction
pop call module Pops up a new, blank call record, yet to be saved.
Service Desk Call

N/A

Paid

new_call
update a consumer Updates an existing Consumer
Customer Service

CSM

Paid

csm_consumer
update a contact Updates an existing Contact.
N/A (If contact type is consumer or contact, then it depends on Customer Service)

N/A (If contact type is consumer or contact then it depends on CSM)

- N/A

- Paid

If contact type is:

- user: sys_user

- contact: customer_contact

- consumer: csm_consumer_user

update an interaction Updates an existing Interaction.
Interactions Management

N/A

Free

interaction
update call log of a case Updates an existing Phone Log.
Openframe

N/A

Free

sn_openframe_phone_log

 

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

 

Using ITSM Only: Configuration in Talkdesk

If you are only using ITSM in your ServiceNow instance, please follow these steps in Talkdesk:

Enabling_CSM_ITSM_in_Talkdesk_for_ServiceNow_1.png

  1. Go to Admin [1].
  2. Then, click on Integrations [2].
  3. In the "Integrations Manager" page, choose ServiceNow.
  4. Next, hit the Configuration button.
  5. Make sure to check each one of the following four checkboxes: "Synchronize Contacts", "Synchronize Agents", "Load Actions”, and "Preview Actions" [3].
  6. In "Interaction Types", select only "Incident" (the "Case" option belongs to CSM) [4].
  7. In "Contact Types", select only "User" ("Contact", "Consumer", and "Consumer user" belong to CSM) [5].
  8. Hit Save [6].

Note: Please enter your information in all the mandatory fields. Be aware of the following: the value in “UI Selection” must be manually inserted (“Agent Workspace” or “Classic UI”); by default, if you insert any other value, it will be interpreted as “Classic UI”.

Allowed Actions

Most of the actions have been developed for the CSM package, which means that most of them will not work if you only have ITSM.

However, all the actions on the table above where the ServiceNow Package is “N/A” or “ITSM” will be available, and they are the following ones:

  • create a contact (If contact type is User).
  • create an incident.
  • create an interaction.
  • create and pop interaction module in the Agent Workspace.
  • pop call module.
  • update a contact.
  • update an interaction.

Note: Any other automation that is set using the remaining actions will not work on the target ServiceNow instance.

 

Using CSM Only: Configuration in Talkdesk

If you are only using CSM in your ServiceNow instance, please follow these steps in Talkdesk:

Enabling_CSM_ITSM_in_Talkdesk_for_ServiceNow_2.png

  1. Go to Admin [1].
  2. Then, click on Integrations [2].
  3. In the "Integrations Manager" page, choose ServiceNow.
  4. Next, hit the Configuration button.
  5. Make sure to check each one of the following four checkboxes: "Synchronize Contacts", "Synchronize Agents", "Load Actions", and "Preview Actions" [3].
  6. In "Interaction Types", select only "Case" (the "Incident" option belongs to ITSM) [4].
  7. In "Contact Types", select all types [5].
  8. Hit Save [6].

Allowed Actions

All the actions on the table above where the ServiceNow Package is "N/A" or "CSM" will be available, and they are the following:

  • create a consumer.
  • create a contact.
  • create a product case.
  • create a product case with call log.
  • 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 a call log of a case.

Note: Any other automation that is set using the remaining actions will not work on the target ServiceNow instance.

 

Using both CSM and ITSM: Configuration in Talkdesk

If your ServiceNow instance has both packages, ITSM and CSM, then there are no special configurations needed in your Talkdesk integration, and all the actions will work as expected.

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