ServiceNow Integration
Overview
Combining ServiceNow and Dialpad Contact Center provides your teams with a single, convenient platform for calls, messages, and service tickets. Additionally, with a real-time dashboard and service level alerts, you're never left scrambling to route callers to the right agent.
ServiceNow for Dialpad is available on the ServiceNow store to users with Dialpad's Pro or Enterprise plans.
ServiceNow is natively integrated within Dialpad. As agents receive calls, Dialpad will search through your contacts to match and display contextual customer information while on your active call. During active calls, agents will be able to view, open, and update incident reports directly within their Dialpad desktop or mobile app.
Key Features:
No Context Switching
- Access the core functionality of ServiceNow inside Dialpad and avoid the confusion of context switching
Automatic Tickets
- New service ticket created automatically for every incoming call
Data Congruence
- Launch ServiceNow from within your Unresolved Tickets in Dialpad
Ease of Use
- Effortlessly toggle between brands, mark the impact level, and add any additional details as needed
Ease of Implementation
- No change in existing IT infrastructure is required and there is minimal change to end-user behavior
How to setup
Download the Dialpad App in ServiceNow
To add the ServiceNow integration, you'll first need to install the Dialpad app from the ServiceNow store.
Once installed, you'll navigate back to the Dialpad Admin portal to finish setting up and enabling the integration.
Enable the ServiceNow Integration (Single Office)
To add the ServiceNow integration to your individual office, follow these steps:
- Navigate to Admin Settings > Office > Integrations
- Next to ServiceNow select Enable from the drop-down menu
You'll be prompted to configure your ServiceNow integration before finalizing the enablement.
Enable the ServiceNow Integration (Multiple Offices)
To add the ServiceNow integration for multiple offices in your Org, follow these steps:
- Navigate to Admin Settings > My Company > Integrations
- Next to ServiceNow select Enable from the drop-down menu
You'll be prompted to configure your ServiceNow integration before finalizing the enablement.
After turning the integration on for your company, you'll need to select which offices you'd like to enable. To do this, select Configure from the drop-down menu.
Enable ServiceNow for Users
Once you've added the integration to either a specific office or multiple offices, you'll need to choose which team members have access. To do this, follow these steps:
- Navigate to Admin Settings > Office > Integrations
- Next to ServiceNow select Options > Configure from the drop-down menu
- You will have the option to choose individual users, Enable All, or Disable All
Once enabled here, your users will see the ServiceNow integration appear on their contact's sidebar.
Enable Call Logging
To create tickets automatically during inbound calls, call logging must be enabled. You'll be able to enable call logging at the Company, Office, Department, or Queue level.
Just navigate to that specific line > Integrations >ServiceNow >Options > Configure > from the drop-down menu
Additional info
Integrate Your Workflows
With the Dialpad ServiceNow Integration, support center agents can open and submit incident reports without ever leaving their active call. All of the ServiceNow functionality require to do their job is right there in front of them, inside Dialpad.
Automatic call logging, voicemails, recordings, and agent notes are all stored in a place that's easy to find, so your teams will always have the information and data they need at their fingertips.
