Using ServiceNow with ZoomMate and Zoom Virtual Agent

The ServiceNow integration for ZoomMate enables you to manage IT service management, incidents, and automate workflows directly within ZoomMate. This streamlines your IT operations by allowing you to access ServiceNow functionality without switching between applications. Additionally, admins can connect ServiceNow to Zoom Virtual Agent via the Zoom web portal, enabling voice or chat agents to access supported tools. 

Requirements for using ServiceNow with ZoomMate and Zoom Virtual Agent  

Z requirements

Zoom Virtual Agent requirements

Table of Contents

How to use ServiceNow in ZoomMate agentic workflows

Windows | macOS | Linux
  1. Sign in to the Zoom desktop app.
  2. In the navigation bar, click the ZoomMate tab .
    Note: If you do not see the ZoomMate tab , click the More tab, then click ZoomMate .
  3. Click Workflows, then click + Create.
  4. Click the Start with a node button, then under Apps, click ServiceNow.
  5. Select from the available predefined nodes.
  6. Click Authenticate if the message Missing credentials or scopes appears.
Web
  1. Sign in to the Zoom web portal.
  2. In the top-right corner, click the Zoom Products icon .
  3. In the Zoom Products menu, click AI Companion.
    AI Companion will open in a new browser tab.
  4. Click Workflows, then click + Create.
  5. Click the Start with a node button, then under Apps, click ServiceNow.
  6. Select from the available predefined nodes.
  7. Click Authenticate if the message Missing credentials or scopes appears.

Nodes available for ServiceNow in agentic workflows

The following workflow nodes are available when ServiceNow is connected to ZoomMate. 

 
Node nameDescriptionFields that can be managed
Delete A RecordDeletes a record from a specified ServiceNow table. This endpoint allows you to delete a record with the provided ID from the specified table.
  • Table Name
  • Record Sys
Create A RecordCreates a new record in a specified ServiceNow table. This endpoint allows you to create a new record with the provided data in the specified table.
  • Table Name
Attach File To RecordAttaches a file to a specified record in a ServiceNow table.
  • Table Name
  • Record Sys
  • File Name
  • File to Upload
  • Mimetype
  • Name
  • S3key
Get RecordsRetrieves a record from a specified ServiceNow table. This endpoint allows you to retrieve a record with the provided ID from the specified table.
  • Table Name
  • Query
  • Limit
Find FileFinds a file in a specified ServiceNow table. This endpoint allows you to find a file with the provided name in the specified table.
  • Query

How to enable Zoom Virtual Agent ServiceNow integration

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration.
  4. Click AI Studio, then Integrations.
  5. Under Integrations, search for ServiceNow, then click Connect.
  6. A new tab will open to begin the authentication process.
  7. When ServiceNow requests access to your account, click Accept, then Confirm to complete the connection.
  8. Once authentication is successful, the integration will appear on your Integrations page.
  9. In the navigation menu, click AI Studio then Integrations.
    You will see the ServiceNow application with a Connected status.

How to reconnect the ServiceNow integration

When used in knowledge management or support channels, the integration may disconnect as a result of token expiry or authentication issues.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration.
  4. Click AI Studio, then Integrations.
  5. In the upper right corner, click the four horizontal lines.
  6. In the Status column of the disconnected integration, click Re-connect.
    You will be taken to the page where you can edit the integration details.
  7. (Optional) Edit the integration details.
  8. Click Save.
    A new tab will open to begin the authentication process.
  9. In the navigation menu, click AI Studio then Integrations.
    You will see the ServiceNow application with a Connected status.

How to use ServiceNow integration with ZVA voice or chat agents

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration.
  4. Click AI Studio, then Tool Templates.
  5. Click the Marketplace tab.
  6. Expand ServiceNow for Zoom to view the list of supported tools:
    1. Create A Record
    2. Get Records
    3. Find File
  7. Create a voice or chat agent and use the desired ServiceNow tools accordingly.

Data security

Communications between this app and Zoom/ServiceNow are encrypted:

This app stores access credentials in the local data store:

How your data is used

This app has access to the following information on ServiceNow:

This app has the following permissions for Zoom: