Additional configuration CRM Service for ServiceNow

Below the optional configuration you can do to the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for ServiceNow.

PluginSettings

1. Open the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config page on SharePoint

2. Open the Plugin Settings list

3. The following optional settings can be added:

New=Open
Working=Open
Escalated=Open
Closed=Closed

q=sys_user?sysparm_fields={0}&sysparm_query={1}&sysparm_limit=100

q=incident?sysparm_display_value=true&sysparm_fields={0}&sysparm_query={1}&sysparm_limit=100

caller_id.sys_id={0}

id=[contactid]

For the mandatory Settings see Add PluginSettings

PluginAttributes

This list contains the items which are shown to the user in the WebAgent and ID’s used to identity unique entities. All items are grouped by the Category.

Each PluginAttributes list item contains the following columns:

It is possible to combine the values of several properties, for instance when a name is split up in multiple properties, e.g. a FirstName and LastName column. In this case both properties should have the same DisplayName and they should appear after each other in Order, e.g. 1 and 2.

Contact

The items in this category are the properties shown of a single contact. It supports the following field types:

ContactSearch

This category is used to display a summary of the contact and used for searching contacts. All properties which should be searchable, must have the Search field type. The column containing the values to verify the identity of the caller, e.g. a zip code, must have the field type Verify.

Account

This category is used to keep consistency in the other categories. It is used to define the relation between the contact and its account. A lead can only have a company name which may later be part of the contact when the lead is promoted.

The field types of importance here are Name, PhoneNumber, SipAddress and Email. All items with the field type Name are combined to form the title. The property with any of the others is used as a subtitle.

Case

The DisplayNames in this category are fixed. The following items are supported:

It is also possible to add a ID field type to an ID item or any of the other items. The ID field type in combination with a URL in the Hyperlink column will be shown as a CRM link for each case.

CaseSearch

These must have the same items as the Case category. The difference here is that items may have the Search field type.

Predefined PluginAttributes

Account

Case

Contact

ContactSearch

A copy of Contact, however Name has also received the Search field type.