TalkDesk ServiceNow integration

[Gianluca7]

Hi,

I need to implement the integration between TalkDesk and ServiceNow. I have already installed the plugin, and in ServiceNow I have some out-of-the-box APIs for performing actions on case table. What I need to do is set up a workflow where the agent receives a call via the TalkDesk pop-up in ServiceNow and, by entering certain parameters – such as location, channel, category, call ID, etc. – the case form automatically loads with the fields pre-populated in the CSM/FSM Configurable Workspace.
Is it possible to replicate this workflow? What sort of customisations do I need to make?

[Tanushree Maiti]

Hi @Gianluca7 

Workflow is Legacy now. Use Flow Designer -Flow.

As per my understanding.

1) install Talkdesk  connector

Key features

• Voice Communications:
  • Leverage best-in-class voice communications, including easy-to-configure IVRs, business hours and other call routing functionality needed to quickly set up a powerful contact center.

• Contact Identification:
  • Talkdesk identifies every caller so reps can easily personalize conversations. With a single click, reps can view a caller’s user profile before even beginning the call.

• Automations:
  • Increase agent efficiency by creating custom Talkdesk recipes to automatically initiate ServiceNow events. Automations can handle call logging, data entry and more.

Release notes

• Talkdesk Embedded component: There’s a new Talkdesk Embedded component available on UI Builder (in ServiceNow) that can be configured on any Agent or Configurable Workspace. This component supports embedding Talkdesk Workspace, Canvas Embedded App or Conversations and Copilot in headless mode and is resizable.

• Talkdesk Embedded phone widget resizing options: Admins can now customize the sizing of Talkdesk Embedded on the phone widget.

• CTI status visual indication: A visual indication of the agent’s CTI status will be available on Talkdesk Embedded (on the phone widget and on the component), enabling agents to be certain that they are operating with an active CTI session.

For additional information, please visit our documentation on Talkdesk ServiceNow Connector.

Requirements

• Interactions Management
• OAuth 2.0
• Openframe
• System Import Sets

2) Using flow ->  Flow  custom Action ( as "This integration is certified to use REST APIs to pull data from the Consumer and User table and write to the Consumer, User, Incident, Interaction and Case tables."

Refer: https://www.youtube.com/watch?v=CeOIHt5jYY4

https://www.talkdesk.com/contact-center-platform/integrations/servicenow/