Questions on OOB Flows for Phone Interactions and Case Creation in CSM

[swethavelu]

Hi Community,

I’m working on a ServiceNow CSM implementation and have two questions regarding Out-of-Box (OOB) capabilities:

1. Interaction Record Creation for Phone Calls

   • Is there any OOB Flow or configuration that automatically creates an Interaction record whenever ServiceNow receives or sends a phone call (both incoming and outgoing) through CTI or Telephony integration?
   • If yes, could you share the details or documentation link?

2. Case Creation from Phone Interaction

   • Is there any OOB Flow that automatically creates a Case record whenever an Interaction record with Type = Phone is created?
   • If this exists, how can we enable or configure it?

If these are not available OOB, what’s the recommended approach—Flow Designer, Business Rule, or any best practice?

Thanks in advance for your guidance!

[Ankur Bawiskar]

@swethavelu 

check these links

How to modify CTI integration to create an interaction record instead of new call record and open it... 

Integrating ServiceNow Voice with CSM 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[KrishnaMohan]

Hi @swethavelu 

I believe there is no single OOB Flow that automatically creates an Interaction record for every phone call regardless of the telephony provider. Instead, this is handled by the OpenFrame API and specific CTI (Computer Telephony Integration) Connectors.

If OpenframeAPI or connectors are creating interactions with type phone then we can implemented flow i.e case creation based on requirements.

For More details You can refer below servicenow documention 
https://www.servicenow.com/docs/bundle/zurich-customer-service-management/page/product/customer-serv...

If this helped to answer your query, please mark it helpful & accept the solution.
Thanks!
Krishnamohan