Install CRM Service for ServiceNow

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 is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by 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.. The CRM Service retrieves contact info regarding the caller and if applicable the related relevant cases. The CRM Service will be used in combination with the AnywhereNow WebAgent.

Dependencies

• A ServiceNow Environment with an OAuth application endpoint

• User with access to the ServiceNow environment

  • By default the CRM Service retrieves Incidents and System Users, in that case the user needs to following roles:

    • itil
    • rest_api_explorer
    • rest_service

Follow the instructions below to install the CRM Service for ServiceNow.

Deploy package

1. Unzip the CRM Service package from the Bundle Package

2. Edit the properties.ps1

   • Domain = Domain of the install account

   • UserName = Username of the install account

3. Run InstallCrmService.ps1 in PowerShell as administrator

(Optional) More than one CRM Service - use the CRM Service variable

Used in file: properties.ps1

$crmservice = "CrmService"

The variable $crmservice allows you to change the name under which the CRM Service will be installed in IIS, as well as it’s folder name in wwwroot.

If you need to have more than one CRM Service on a server or want to make clear which CRM Service is installed you can alter this value to suit your needs. All CRM Services fall under the applicationpool CrmApplicationPool.

Configure Plugin

Deploy plugin

1. Unzip the ServiceNow package

2. Paste the ServiceNow folder inside the Plugin folder of the CRM Service:

   Copy

   Default path

   C:\inetpub\wwwroot\CrmService\Plugins

Activate plugin

1. Open the CrmConfiguration.yaml

   Copy

   Default path

   C:\inetpub\wwwroot\CrmService\CrmConfiguration.yaml

2. Change the description to:

   Copy

   CrmConfiguration.yaml

   # Plugin
   description: ServiceNow

3. Change the useSharePoint to:

   Copy

   CrmConfiguration.yaml

   # Use SharePoint to get configuration
   useSharePoint: true

Add Endpoint

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add CRMService settings endpoint to ListsPlugin ListsEndpoints

Setting	Value	Scope
ListsEndpoints	http://FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/webagentservice/api/v1/settings http://FQDN/CrmServiceServiceNow/api/v1/settings Note The CrmService name could be different if a custom name was provided during install so could be http://fqdn/CrmService or http://fqdn/CrmServiceServiceNow. We advice to always install this service as http://fqdn/CrmServiceServiceNow Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.	ListsPlugin

Add WebAgentService URL

1. Open the UCC Config page on SharePoint
2. Open the Plugin Settings list
3. Add the following setting:

Setting	Value	Scope
CrmServiceUrl	http://fqdn/CrmServiceServiceNow Note URL (Value) needs to be accessible from the WebAgentService to this CRM Service. If on the same server this can be http and a .local address. Note The CrmService name may be different if a custom name was provided or if multiple CrmServices are configured. The URL values http://fqdn/CrmService or http://fqdn/CrmServiceServiceNow may therefore be different. We advice to always install this service as http://fqdn/CrmServiceServiceNow Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.	WebAgentService

Add PluginSettings

1. Open the UCC Config page on SharePoint

2. Open the PluginSettings list

3. Addthe following setting

   Setting	Value	Scope
   ApplicationHost	ServiceNow application URL. (e.g. https://ven01234.service-now.com).	CrmService
   ApiEndpoint	ServiceNow REST API endpoint (e.g. https://ven01234.service-now.com/api/now/table/).	CrmService
   LoginEndPoint	ServiceNow Login endpoint (e.g. https://ven01234.service-now.com/oauth_token.do).	CrmService
   Username	ServiceNow login credential username.	CrmService
   Password	ServiceNow login credential password. Note Value should be encrypted by A365.PWTool.exe	CrmService
   ClientId	Client ID of the ServiceNow OAuth Application.	CrmService
   ClientSecret	Client secret of the SeviceNow OAuth Application. Note Value should be encrypted by A365.PWTool.exe	CrmService

For additional or optional configuration parameters see Additional configuration CRM Service for ServiceNow