Manual - ServiceNow
ServiceNow CRM Configuration
Notes
Requires installation of the following ServiceNow plugins:
OAuth2.0 (com.snc.platform.security.oauth), probably already installed.
Customer Service (com.sn_custome...
Index
ServiceNow CRM Configuration
Configuration in CRM application
Install the Customer Service Plugin
Configuration Bubble Software
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Features
Outbound call possibilities CRM
Click to dial from CRM
Start an outgoing telephone call with one mouse click from your CRM application or any website.
Hotkey dial from CRM
Is a phone number not clickable in your CRM? With this function you can still make a call.
Copy to dial
Select a phone number and get a suggestion to call directly.
Integration features
Multi result pop-up
Does a phone number occurs multiple times in your CRM application? Click directly to the next result. Do you need this feature but is it not yet available for your integration? Please contact us.
Call logging
Call information can be recorded directly in your CRM under the customer card. Do you need this feature but is it not yet available for your integration? Please contact us.
Call logging (+note)
Call information and call notes can be recorded directly in your CRM under the customer card.
Custom field variables
The custom fields that have been created in the CRM application yourself can also be used to display in the pop-up.
SearchBar
Search CRM contact information from the 'SearchBar' desktop toolbar. From here you can open the customer card, start a phone call directly, send an email/WhatsApp/Microsoft Teams message or view the call history. Do you need this feature but is it not yet available for your integration? Please contact us.
Deployment type
Bubble Desktop
Bubble is installed on each user/workstation and runs locally on the user's computer.
Bubble Cloud
Bubble is hosted in the cloud, so no local installation is required. Note: This option requires the Bubble Cloud add-on license. For cloud hosting, it is always necessary for our cloud IP addresses to have access to the CRM/telephony environment.
Integration type
Realtime API (user based)
Authentication with CRM application at user level. Please note, if you want to clone the profiles to other users in the organization, the user data will be copied also. To prevent this, you can request a clone template from us that does not copy these values.
Clone template
A template must be used when cloning profiles because user authorization takes place, which cannot be cloned.
Application type
Bubble Desktop Pop-up
Make use of all the functionalities that Bubble has to offer you
Bubble365 Chrome Plug-in
With the Bubble365 Chrome plug-in, you can create a seamless user experience in virtually any CRM or ERP system, without relying on built-in app support. It brings communication and integration features together in your browser, including full call control via your softphone or desk phone.
Bubble365 Edge Plug-in
With the Bubble365 Edge plug-in, you can create a seamless user experience in virtually any CRM or ERP system, without relying on embedded app support. It combines communication and CRM functionalities in your browser, including full call control through your softphone or desk phone.
Bubble365 iframe
With the Bubble365 iFrame, you can easily embed Bubble365 into your own application or browser, offering an integrated user experience without having to build a full notification system yourself.
Action Buttons
CRM specific buttons
CRM specific buttons to, for example, open customer card or initiate other actions. See tab 'buttons'.
Standard Bubble pop-up functions
Pop-up notification
With an incoming, outgoing and forwarded call, an immediate notification with customer information.
Content pop-up customization
Determine the content of the pop-up per user, department or organization with info from your CRM application.
Single sign-on
No need to remember multiple passwords, login with your Microsoft, Google or Apple account.
Multi-languages
Determine the language of the content in the pop-up by adding the words in the language of your choice.
Hide internal callers
Don’t want to see a pop-up when a colleague calls you internally? Possibility to turn this function on or off.
Sorting result
Prefer to show contacts first instead of companies when using ‘multi-result’? Decide the order yourself.
Click to dial
Start an outgoing telephone call with one mouse click from any website.
Recall conversations
In one click, the completed conversation popups can be retrieved to show the information again.
Call back
You can recall the phone number again directly from a ‘retrieved pop-up’ with a simple mouse click.
Talk duration timer
During a phone call, a timer is visible in the pop-up where the duration is displayed in seconds.
Call history
Display the name of the colleague who last spoke or tried to call the caller in the past 3 months.
Call notes
Immediately record your conversation info in a note so that all information is visible to your colleagues.
Updates
With a Bubble license you are always entitled to the latest functions that can be installed with one click.
Number notation
If you use different number notations in your CRM (already 20+ formats by default) you can add them yourself.
Buttons
Below is the list of available buttons. These are both CRM specific- and generic Bubble functions.
View RelationView CasesCreate CaseCustom Action (standard button)Send E-mail (standard button)Callback request (standard button)Call Control (standard button)*Send WhatsApp message (standard button)Send Microsoft Teams message (standard button)Open SearchBar (standard button)Trigger Automations (standard button)
Parameters
Determine the content of the pop-up per user, department or organization with information from your CRM package. Below is the list of parameters available from your CRM software.
servicenow_calendar_integrationservicenow_countryservicenow_user_passwordservicenow_last_login_timeservicenow_hashed_user_idservicenow_sourceservicenow_sys_updated_onservicenow_buildingservicenow_web_service_access_onlyservicenow_notificationservicenow_enable_multifactor_authnservicenow_sys_updated_byservicenow_sys_created_onservicenow_sys_domain_linkservicenow_sys_domain_valueservicenow_stateservicenow_vipservicenow_sys_created_byservicenow_zipservicenow_home_phoneservicenow_time_formatservicenow_last_loginservicenow_default_perspectiveservicenow_activeservicenow_sys_domain_pathservicenow_cost_centerservicenow_phoneservicenow_nameservicenow_employee_numberservicenow_password_needs_resetservicenow_genderservicenow_cityservicenow_failed_attemptsservicenow_user_nameservicenow_rolesservicenow_titleservicenow_sys_class_nameservicenow_sys_idservicenow_internal_integration_userservicenow_ldap_serverservicenow_mobile_phoneservicenow_streetservicenow_company_linkservicenow_company_valueservicenow_departmentservicenow_first_nameservicenow_emailservicenow_introductionservicenow_preferred_languageservicenow_managerservicenow_locked_outservicenow_sys_mod_countservicenow_last_nameservicenow_photoservicenow_avatarservicenow_middle_nameservicenow_sys_tagsservicenow_time_zoneservicenow_scheduleservicenow_date_formatservicenow_locationservicenow_account_linkservicenow_account_valueservicenow_urlservicenow_cases_urlservicenow_create_case_urlservicenow_banner_image_lightservicenow_parentservicenow_notesservicenow_stock_symbolservicenow_discountservicenow_active_escalationservicenow_apple_iconservicenow_numberservicenow_fiscal_yearservicenow_contactservicenow_stock_priceservicenow_banner_imageservicenow_longitudeservicenow_profitsservicenow_fax_phoneservicenow_banner_textservicenow_account_codeservicenow_coordinates_retrieved_onservicenow_primaryservicenow_latitudeservicenow_manufacturerservicenow_account_parentservicenow_market_capservicenow_num_employeesservicenow_rank_tierservicenow_vendorservicenow_lat_long_errorservicenow_themeservicenow_vendor_typeservicenow_revenue_per_yearservicenow_websiteservicenow_publicly_tradedservicenow_partnerservicenow_registration_codeservicenow_vendor_managerservicenow_account_pathservicenow_primary_contactservicenow_customer
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