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:

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

Image of Agent for ServiceNow agent interface.
Menu Item Description

Dialer
Indicated by an icon of 10 dots.

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
Indicated by an icon of a question mark.

Displays the application version number plus the connection statuses to the CRM and the CXone ACD.

Analytics Tab
Indicated by an icon of a bar graph.
Displays data for the inbound and outbound calls made that day.
Settings Tab
Indicated by an icon of a gear.

The settings tab is split into two sub-tabs, the Profile and General tabs:

Notifications Tab
Indicated by an icon of a bell.
Displays your notifications.
Schedule
Indicated by an icon of a calendar with a number next to it.
Displays your schedule for the day. You can click the Schedule Callback button to add a call to your schedule.
QueueIndicated by three icons: a phone with a right arrow, a phone with a left arrow, and a cassette tape, each with a number next to it. These three buttons display your outbound voice, inbound voice, and voicemail queues.
Agent Reports
Indicated by an icon of a bar graph, located at the bottom of Agent for ServiceNow.
Displays the Agent Reports dashboard, which allows you to view your performance and productivity.

Search View

Image of Agent for ServiceNow search view.
Menu Item Description
Search Bar
Indicated by an icon of a magnifying glass.

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
Indicated by an icon of a calendar with a number next to it.

Displays your schedule for the day. You can click the Schedule Callback button to add a call to your schedule.

Queue
Indicated by three icons: a phone with a right arrow, a phone with a left arrow, and a cassette tape, each with a number next to it.

These three buttons display your outbound voice, inbound voice, and voicemail queues.

Agent Reports
Indicated by an icon of a bar graph, located at the bottom of Agent for ServiceNow.

Displays the Agent Reports dashboard, which allows you to view your performance and productivity.

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