Enabling Zoom Virtual Agent ServiceNow integration

The ServiceNow application can enhance Zoom Virtual Agent's functionality by adding support for ticket creation integration channel or chat support from a live ServiceNow agent. In this article, we will guide you through the process of enabling Zoom Virtual Agent integration with ServiceNow, as well as how to delete the integration connection settings if necessary. Once enabled, you can add a ServiceNow support channel or a live chat support and connect it to a bot.

Requirements for enabling Zoom Virtual Agent ServiceNow integration

• 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

How to configure the connection between ServiceNow and Zoom Virtual Agent

You will need to create an OAuth client within ServiceNow to facilitate the connection between Zoom Virtual Agent and ServiceNow. This OAuth client will be used when you configure the integration in Zoom Virtual Agent.

1. Sign in to the ServiceNow admin portal.
2. In the navigator, search for oauth.
3. Under System OAuth, click Application Registry.
4. Click New.
5. Click Create an OAuth API endpoint for external clients.
   Note: The default values for most of the fields should be acceptable. Other fields will be filled after the client is created.
6. Enter the following:
   • Name: Enter the display name for the connection.
   • Redirect URL: Enter https://zoom.us/zva/multi/crm-oauth-login
   • Refresh Token Lifespan: Enter the value 2147483647 (maximum allowed value)
7. Click Submit.
   ServiceNow will generate a client ID and client secret.  Use those values to complete the Zoom Virtual Agent integration configuration in the section below.

How to enable Zoom Virtual Agent ServiceNow integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. Click Add Integration then ServiceNow.
4. On the Add ServiceNow Integration page, provide the following:
   
   • Enter a display name for your connection.
   • Enter the associated subdomain.
   • Enter the Client ID.
   • Enter the Client Secret.
5. Click Save.
   A new tab will open, directing you to the authentication flow. If you're already logged into ServiceNow, you won't need to enter your credentials. However, if you're not logged in, you'll be prompted to provide and submit your credentials. Once you've successfully logged in, you'll see the integration added to your integrations page.
   Note: We recommend logging into ServiceNow using a service account named Zoom Virtual Agent. This will benefit your ServiceNow users, as they'll see items created under this service account name. Consequently, it will be clear to users that actions set in ServiceNow through this connection were performed by Zoom Virtual Agent.
6. In the navigation menu, click AI Management 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.
2. In the navigation menu, click AI Management then Integrations.
   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.
3. (Optional) Edit the integration details.
4. Click Save.
   A new tab will open and take you to the authentication flow. If you are already logged into ServiceNow, you won't be asked for your credentials. However, if you are not logged in, you will be prompted to enter your credentials and submit them. After you successfully log in, you will be able to see the integration added to your integrations page.
5. In the navigation menu, click AI Management then Integrations.
   You will see the application with a Connected status.

How to delete the ServiceNow integration connection settings

After you have established the ServiceNow integration connection, it cannot be edited. If you need to make changes due to subdomain change, you can delete the connection and create it again.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click AI Management then Integrations.
3. In the Applications tab, click the ellipsis icon  to the right of the ServiceNow application then Delete.
4. Click Delete to confirm.