Agent for ServiceNow

If you're an administrator, see ServiceNow for Administrators.

Agent for ServiceNow is an integration of the CXone agent application with the ServiceNow platform. This integration allows you to launch the agent interface that you use to handle contacts directly from ServiceNow, and allows you to easily and seamlessly work between the agent application and the ServiceNow platform. Part of the seamless experience includes features like contact info linking between the ServiceNow platform and the agent application, meaning that customer data can be popped in when starting a contact interaction, and likewise, notes and other information entered in the agent application will also exist with the contact's information in ServiceNow.

A few key features of the agent integration are:

• CRM screen pops
• Call dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.
• Calendar module
• Click to dial

Additionally, you may need to access the CXone Console to manage certain features, such as details of your profile. You can access the console via browser at console-crm.niceincontact.com. The console is mainly an administrative portal, therefore your access may be limited.

Agent for ServiceNow Interface

Home View

Menu Item	Description
Search Bar	Allows you to search the records for a contact or company. When you click inside of the search bar, the interface changes to the Search View.
Dialer	Opens the dialer, allowing you to dial and call a specific number.
Call History Tab	Displays the history of calls that you have handled.
Support Tab	Displays the application version number plus the connection statuses to the CRM and the CXone ACD.
Analytics Tab	Displays data for the inbound and outbound calls made that day.
Settings Tab	The settings tab is split into two sub-tabs, the Profile and General tabs: Profile tab This tab allows you to customize and view details of your profile. General tab This tab allows you to customize general settings for the agent application and also a link to add the CXone agent application as a Google Chrome extension. If you download and install the Chrome Agent extension, you must enable: Desktop Notifications in this tab. Notifications in Chrome's settings. Notifications from Chrome in your computer's settings.
Notifications Tab	Displays your notifications.
Schedule	Displays your schedule for the day. You can click the Schedule Callback button to add a call to your schedule.
Queue	These three buttons display your outbound voice, inbound voice, and voicemail queues.
Agent Reports	Displays the Agent Reports dashboard, which allows you to view your performance and productivity.

Search View

Menu Item	Description
Search Bar	Allows you to search the records for contacts, users, or a company.
Home Button	Returns you to the Home View.
CRM Tab	Displays records for contacts, users or companies. When you search for a record in the search bar, the results will display in this tab. You can also create new users from this tab.
Directory Tab	Provides access to points of contact.
Schedule	Displays your schedule for the day. You can click the Schedule Callback button to add a call to your schedule.
Queue	These three buttons display your outbound voice, inbound voice, and voicemail queues.
Agent Reports	Displays the Agent Reports dashboard, which allows you to view your performance and productivity.

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