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: ![]() ![]() This tab allows you to customize and view details of your profile. ![]() ![]() 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:
|
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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