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Third-party data integration for CSM

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Third-party data integration for CSM

Use the third-party data integration feature to retrieve data from third-party applications and present the data in Agent Workspace for CSM.

Agents often use a wide range of software applications, which can create a fragmented agent experience that impacts agent productivity. It also leads to a poor customer experience as the customer waits while the agent hunts for information across multiple applications.

Data from third-party applications can be replicated into ServiceNow for a more seamless agent experience. However, in many situations, this replication is impractical or undesirable. For example, a bank agent may need access to a customer's recent banking transactions to effectively serve that customer. It would not be advisable to replicate banking transaction data into ServiceNow due to several factors, including the volume of data or regulatory requirements of where such data can be stored. In these situations, a better approach is to retrieve the required data from the third-party application when it is needed.

Using the third-party data integration feature, data from third-party applications can be retrieved and presented in Agent Workspace for CSM when it is needed. Agents can view the data in lists and forms. To update a record, the agent can open the record via deep linking and edit the record in the third-party application page in a new browser tab or iframe.

The third-party data integration feature enables you to access data from third-party applications without having to store it in your ServiceNow instance. This feature uses remote tables to store the third-party data in memory on the application server. Remote tables are useful for data that changes frequently because the data synchronization takes place when a user accesses the data from the Now Platform.

Activating third-party data integration

The following plugins are required to implement third-party data integration:
  • Remote Tables (com.glide.script.vtable): Adds the Remote Table Script Definition table (sys_script_vtable) and adds the Remote Table flag to the Tables (sys_db_object) table. Active on the base instance.
  • Transformation Service (com.glide.transform): Adds the APIs used to transform data from third-party application tables into data in remote tables.
  • OAuth 2.0 (com.snc.platform.security.oauth): Adds the OAuth-related tables and extension points needed to support OAuth 2.0 –JWT Bearer grant type. Active on the base instance.
  • Customer Service (com.sn_customerservice)

Configuring third-party data integration

Users with the system administrator role can configure the necessary components to enable third-party data integration for Agent Workspace for CSM. At a high level, the configuration steps include:
  • Setting up the OAuth 2.0 – JWT Bearer grant type, which provides the connection between the ServiceNow instance and the third-party application.
  • Creating a remote table to store the third-party data.
  • Creating a remote table script definition that maps the data from the third-party application table to the remote table.
  • Configuring ACLs for the remote table to provide user access to the third-party data.
  • Configuring the lists and forms that display data from the remote table.
For more information, see Configure third-party data integration for CSM.

Using third-party data integration

Within Agent Workspace for CSM, agents can use this feature to:
  • View read-only data from third-party applications in lists and forms.
  • View data from multiple third-party applications in one browser tab.
  • View data from third-party applications in pop-up windows, sub tabs, and related items using iframes.
  • Open links to third-party application records from forms.

Domain separation

Remote table script definitions are domain separated. If users do not have access to the same domain as the remote table script definition record, they cannot access records from the remote table specified in the script definition.

The data within the remote table is not domain separated.

For more information, see Domain separation and remote tables.

Related documentation

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