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Using Relate To in Talkdesk ServiceNow Connector (Conversations)

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The “Relate To” feature enables agents to select the existing case and/or incident in ServiceNow to which the call will be related. After an inbound or an outbound call ends, the agent will choose from a dropdown list of existing cases/incidents displayed in Conversations tab “Relate To”. The cases/incidents listed are those which are active and associated with the contact. They are displayed in chronological order, with the most recent one at the top. 

To enable the “Relate To” feature for ServiceNow Connector, please check the article Enabling Relate To in Talkdesk ServiceNow Connector.

 

Note: This feature can be also used on Callbar. If you are using Callbar instead of Conversations, please go to the Using Relate To in Talkdesk ServiceNow Connector (Callbar) article.

After enabling the feature, follow the next steps in order to use it in Conversations:

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  1. Log in to the CTI client from your ServiceNow instance.

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  1. Log in to Talkdesk Conversations as well.

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  1. Start a call to trigger the automation “create an interaction in ServiceNow when a call starts in Conversations”.

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  1. When the call ends, you will see the wrap-up screen in Conversations. Fill in the mandatory fields in the Dispositions tab [1] and then click on the Relate To tab [2].

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  1. Click on the Relate To dropdown [3] to fetch the existing tickets from the ServiceNow instance, and select the desired one to relate the call to.

Note:  The mandatory fields in the “Dispositions” tab  must be filled before you can log the call information.

  1. Click on the Submit  button [4]. This action will log the call and trigger the automation to update an interaction in ServiceNow.

Notes:

  • The dropdown field allows you to search for the relevant tickets by name, number, or status.
  • The fetched results are the active Incidents and/or Cases according to what is configured on the “Talkdesk Integration Settings” page in your ServiceNow instance.
  • Relate To results are limited to 20 tickets by default.

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  1. When you log the call, the Interaction is updated on the ServiceNow side, and the relationship between the ticket and the Interaction is created. You can see it on the Related Tasks tab [5], which shows the ticket related to that Interaction form.

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  1. If you click on the ticket link, you can enter the ticket form. In the example above, it’s a Case. Similarly, in the Case form, you get to see the list of all the calls (Interactions) related to the Case through the Interaction tab [6].

Note: While the relationship between the Case/Incident and the Interaction is always created, it may not be visible on the form. This is because the related lists are not configured to appear on the form, so you may need to edit the views and include these related lists.

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