Social Media Management Engage’s integration with ServiceNow Case Management makes it easy for your social media and customer support teams to interact seamlessly to provide quick service for your customers. In this article, learn more about Engage’s integration with ServiceNow Case Management, what features are available, and how to connect your account to Social Media Management.

What is ServiceNow Case Management?

ServiceNow Case Management is an integration tool that allows your customer support team to log customer inquiries and issues as cases, unifying your customer data and facilitating your team’s service processes.

If your teams use Social Media Management Engage for customer engagement and ServiceNow for customer support, the integration between Engage and ServiceNow allows your social media managers to log your Engage conversations as new cases in ServiceNow for your support team to respond to. From Engage, your staff can also link an Audience profile to existing ServiceNow contacts or consumers to import their case history into Engage, or create a new ServiceNow contact. The integration gives you a full picture of your customers' social data and history with your brand.

Connecting ServiceNow to Social Media Management

You can quickly integrate Social Media Management with your ServiceNow instance with just a few clicks.

1. In the left-hand navigation sidebar of Social Media Management, click on the Settings (cog) icon > Organization admin.
2. Select Integration Marketplace in the left-hand menu, then click the ServiceNow Case Management integration box > Connect now.
3. In the following screen, review the information about the integration, then click New authentication to start the integration.
4. In the following window, enter a name for your integration and enter the URL of your ServiceNow instance.
5. Scroll down and enter your Client ID and Client Secret.

   Tip:

   If you haven't yet generated an OAuth API endpoint in your ServiceNow account, follow the steps below to generate your Client ID and Client secret:

   1. Search for and select Application registry in your ServiceNow instance.

   2. Click New on the right side of the screen to create a new item.

   3. Click Create an OAuth API endpoint for external clients.

   4. Create your Client ID and Client Secret, then click Submit.
6. After entering your Client ID and Client Secret in Social Media Management, click Create and a pop-up window will appear for you to log into ServiceNow using your credentials. Click Allow to finish setup.

Using ServiceNow features in Engage

Creating a ServiceNow case

Once your accounts are integrated, you can easily create a new ServiceNow case from any direct message, post, mention, review, or comment in Engage.

1. From a conversation in Engage, navigate to the ServiceNow cases panel in the right-hand sidebar, then click Create Case.
2. Customize the subject and description of the case if desired, and then click Create. By default, the description will be pre-populated and contain a link back to the Engage conversation, so your ServiceNow users can continue the conversation with the customer in Engage if needed.
3. You will see your newly created case under the ServiceNow cases panel in the Engage conversation, where you can then view the case details.

Linking an Audience profile to an existing ServiceNow contact

At any time, you can use the ServiceNow contact panel in the sidebar of an Engage conversation to link an Audience profile to an existing ServiceNow contact, consumer or account, or create a new one in ServiceNow.

1. From any conversation in Engage, navigate to the ServiceNow contact panel in the right-hand sidebar, then click Link Profile.
2. Use the search bar to find an existing contact in ServiceNow to link the conversation to, or click Create New Profile to create a new ServiceNow contact for the customer. When ready, click Link Profile.
3. You will see the added profile under the ServiceNow contact panel as well as the imported history of that contact’s cases under the ServiceNow cases panel.

Managing the integration

After setting up your ServiceNow integration, you can edit it at any time to change the ServiceNow instance authentication and your field configurations, or reset or delete it.

Editing the integration

1. Go to Social Media Management’s Settings menu > Integrations & APIs > ServiceNow Case Management. Click Modify Setup > Reconfigure to restart your authentication process and configuration flow.
2. If you don’t want to make changes to a certain area, such as your authentication details or field configurations, click Next to proceed.
3. On the final page of the configuration flow, click Finish to save your changes.

Deleting the integration

If you want to reset your integration or delete it, you can also do so within your Integrations and API settings.

1. Go to Social Media Management’s Settings menu > Integrations & APIs > ServiceNow Case Management. Select the ellipsis (three dots) icon, then select Edit.
2. In the ServiceNow Case Management menu, choose Delete & Disconnect.
3. Confirm in the prompt that you would like to delete and disconnect the integration. Once confirmed, Brandwatch will delete the authentication, remove the application, and remove every linked ServiceNow contact and their information from Engage.

FAQs

How can I get access to the ServiceNow integration?

If you are a Social Media Management Pro customer or above, the integration is included in your package. If your package is below Pro, reach out to your Customer Success Manager (CSM) to inquire about access.

From Integration Marketplace in Social Media Management's settings, select ServiceNow Case Management, then click Request Access. Fill out the form and our colleagues will reach out to you for a detailed product tour demo.

Is IT support required to set up the integration?

No technical support needed to set up the integration. You will only need your ServiceNow login credentials, ServiceNow instance URL, and Client ID and Client Secret. See the above section on Connecting ServiceNow to Social Media Management for more information.