With an AI-powered, bi-directional integration to ServiceNow, your social team and care agents can use their system of record to provide omnichannel engagement and support to customers and prospects, with a complete picture of the customer’s experience. This will reduce agent costs by leveraging your existing ServiceNow infrastructure with a comprehensive integration to Sprinklr for Modern Channels. Additionally, drive revenue by seamlessly transferring leads to your sales and marketing team. 

Before You Begin

1. ServiceNow CSM on cloud London version and above.

2. Whitelisted Sprinklr IP addresses.

3. Access to Sprinklr Service is a must for using ServiceNow connector. Additionally, you need to have access to Sprinklr Insights for listening capabilities.

Use Cases

1. You can create and update ServiceNow cases from social channels and messaging apps.

2. You can associate cases with contact/account/consumer through search or creating a new record.

3. You can sync social profile data with ServiceNow contact/account/consumer.

4. You can engage with your audience from ServiceNow.

5. You can synchronize standard and custom case fields between Sprinklr and ServiceNow. 

Supported Languages

To Download and Configure the Sprinklr App in ServiceNow 

To Create a ServiceNow Case in Engagement Dashboards

1. Click the New Tab icon . Under the Sprinklr Social tab, click Engagement Dashboards within Engage.

2. On the Engagement dashboard, select a message that you would like to create a Case for.

3. In the top-right corner of the Message details pane, hover over the Options icon   and select ServiceNow from the drop-down list alongside Create Case.

4. On the Create Case window, fill in the details as desired. Note that while creating a case, you should link the ServiceNow case with either of the following three options: Account, Contact, or Consumer.

5. Click Create Case in the bottom right corner to create a new case.

To Link the Desired Customer Type

1. On the Create Case window, select the desired Customer Type from the drop-down menu. For example, select Account from the drop-down in Customer Type. 

2. You can choose either to link with an existing account or can create a new one. For example, select Choose from existing and click Next. 

3. In the Name column, enter the desired name and click Search in the bottom right corner. You will view the available account with that name in the native.

4. Select the checkbox of the account you want to link and click Link in the bottom right corner.

To View and Access the ServiceNow Case Workflows 

1. Click the New Tab icon . Under the Sprinklr Social tab, click Engagement Dashboards within Engage.

2. On the Engagement Dashboards window, click the ServiceNow Case Number to redirect to ServiceNow Case. 

3. On the ServiceNow window, the fields on the case are directly pushed from Sprinklr. If you wish, you can map any case custom field on Sprinklr to ServiceNow case fields.

4. Click on the Social - Powered by Sprinklr button in the top right corner to respond back to the customer on social directly through Sprinklr iframe.

5. In Sprinklr iframe, you’ll be able to view the Associated Messages of the case. Additionally, you can respond by click on the Reply icon.

6. In the Reply publisher window, enter the response and click Post in the bottom right corner to send the response to the customer on the social directly.