Setting up Zoom Virtual Agent ServiceNow support channel

Once the ServiceNow integration is enabled, the next step is to configure it. In this article, we will provide a step-by-step guide to help you connect your Zoom Virtual Agent to ServiceNow support channel and your chatbot. By following these steps, you'll be able to streamline your support operations and provide fast and efficient service to your customers.

This article covers:

• How to set up Zoom Virtual Agent ServiceNow support channel
• How to connect the ServiceNow support channel to a bot

Prerequisites for setting up Zoom Virtual Agent ServiceNow support channel

• Account owner or admin privileges for the Zoom web portal
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Edit access to Virtual Agent product
• Zoom Virtual Agent ServiceNow integration enabled

How to set up Zoom Virtual Agent ServiceNow support channel

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agents.
3. Click the Support Channels tab.
4. Click Add Channel.
   A pop-up window will appear.
5. In the pop-up window, perform the following:
   • Under Channel Source, select Integration.
   • Under Support Channel Name, enter a display name for your channel.
   • Under 3rd Party Support Channels, select your ServiceNow connection.
   • Under Channel Type, select between CRM Ticket Form or Chat.
     • If you select CRM Ticket Form, under Ticket Form, select Basic Ticket Form from the drop-down.
       • Under Service Type, choose between ITSM or CSM.
     • If you select Chat, provide the following information:
       • Token header
       • User table
6. Click Add.

How to connect the ServiceNow support channel to a bot

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Virtual Agents.
3. In the Chatbots tab, add a Chatbot.
   You will be directed to the Settings tab.
4. Under Intent Settings, select and add associated intent domain from the list.
5. Under Support Channels, click Manage Channels.
6. Select ServiceNow Support Channel as the default support channel to be used for the bot.
7. Click Save.
8. Next to the chatbot’s name, click the Publish button to publish the bot.