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 Studio then Integrations.
3. Click Add Integration then ServiceNow.
   A new tab will open to begin the authentication process.
   • If you are already logged into ServiceNow, your credentials will not be requested.
   • If you are not logged in, enter your ServiceNow credentials and submit them.
4. Click Save.
   Once authentication is successful, the integration will appear on your Integrations page 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 Studio 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.

Data security

Communications between this app and Zoom/Okta are encrypted:

• Protocol: TLS 1.2
• Cipher suite: ECDHE-ECDSA-AES128-GCM-SHA256
• Key length: 128 bits
• Perfect Forward Secrecy: YES

This app stores access credentials in the local data store:

• Okta OAuth2 tokens and Zoom OAuth credentials (both user-level only) are stored in an encrypted database.