Integrating ServiceNow with Zoom Workforce Management

• Automated data sync: Ticket volume data synchronized every 15 minutes, with queue metrics grouped by Case Types
• Historical data import: Import up to 6 months of historical case data via CSV
• Supported ServiceNow objects: Case Types (queues) including Billing, Global Renewals, Managed Service Offering, Tech Support (Tier 1, 2, 3), and Porting/Number Ordering
• Channel type: Ticketing/Web channel with 1:1 engagement capacity
• Metrics: Total volume and average handle time
• Data residency compliance: Support for multiple ServiceNow instances (EU & US) with SURF compliance for EU data residency requirements

Requirements for ServiceNow integration with Zoom Workforce Management

• Zoom account owner or admin privileges; or role with permission to access Integrations in the Workforce Management supervisor dashboard
• Zoom Workforce Management license
• ServiceNow account
  • ServiceNow instance type: CSM (Customer Service Management)
  • ServiceNow access level: Integration user credentials with OAuth 2.0 API access enabled
  • ServiceNow Case Types: Configured and active in your ServiceNow instance

How to generate your ServiceNow OAuth credentials

You can only perform these steps if you have the correct access level in ServiceNow. If you do not, contact your ServiceNow administrator.

1. Sign in to your ServiceNow instance.
2. Click the All menu and search for OAuth.
3. Click System OAuth then Application Registry.
4. In the top-right corner, click New.
5. Select Inbound Integrations then New Integration.
6. Select OAuth - Authorization Code Grant.
7. Fill in the following fields:
   • Name: Enter a name for your client (for example, Zoom WFM Integration).
   • Provider name: Leave blank (not required).
   • Redirect URLs: Enter the URL of your WFM integrations page. For example: https://gowfm.zoom.us/supervisor/preferences/integrations. Ensure there are no trailing spaces.
   • Client ID: Auto-generated after saving.
   • Client Secret: Auto-generated after saving.
   • Select the This is a Public Client checkbox.
   • Auth Scope: Select useraccount.
   • Leave the Advanced options at their default values.
8. Click Save.
   After saving, note the following values. You will need them to complete the setup in WFM:
   • Subdomain: Your ServiceNow instance subdomain, found in your URL (for example, if your URL is https://ven06757.service-now.com, then ven06757 is the subdomain)
   • Client ID: Generated in the Application Registry
   • Client Secret: Generated in the Application Registry

How to configure the integration in Zoom WFM

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 CX management .
4. Click Workforce management.
   A new tab will open.
5. Click Preferences then Integrations.
6. Click Add Integration.
7. Select ServiceNow from the list of available integrations.
8. Enter the following connection details:
   • Connection Name: Enter a name to identify this integration.
   • Subdomain: Enter your ServiceNow instance subdomain.
   • Client ID: Enter the OAuth Client ID from ServiceNow. 
   • Client Secret: Enter the OAuth Client Secret from ServiceNow.
9. Configure the Average Handle Time for ticket processing. This value is used for forecasting calculations.
   Note: ServiceNow does not automatically calculate handle time for tickets, so this value must be provided manually.
10. Click Save to establish the connection.
    WFM will automatically fetch your available Case Types as queues.

How the data sync works

After the integration is active, data flows automatically between ServiceNow and Zoom WFM:

Initial setup

• Case Types are fetched from ServiceNow and stored as queues in WFM.
• Historical data (up to 6 months) can be imported via CSV.

Ongoing synchronization

• Ticket volume syncs every 15 minutes.
• Data is grouped by Case Type (queue).
• Metrics become available for forecasting within minutes of sync.

Connection states

How to import historical data

To bring in data from before the integration was activated:

1. Export historical case data from ServiceNow.
2. Format it as a CSV following the WFM import template.
3. Sign in to the Zoom web portal as an admin.
4. In the top-right corner, click your profile picture or initials, then click Admin Center.
5. In the side menu, click CX management .
6. Click Workforce management.
   A new tab will open.
7. In the side menu, click Forecasting.
8. Click the Historical data tab.
9. Click Import Historical Data.
10. Upload the CSV file.

Queue metrics captured

Supported and unsupported use cases

Supported

• Forecasting: Predict ticket volume trends
• Staffing: Generate optimal staffing recommendations
• Capacity planning: Plan resource allocation based on ticket data
• Historical analysis: Review past performance with imported data

Not supported

• Real-time adherence tracking
• Agent state synchronization
• Voice, video, or chat channels (only Ticketing/Web channel is supported)

Troubleshooting ServiceNow integration issues

Integration shows "Disconnected" status

• Verify your ServiceNow credentials are still valid.
• Re-authorize the integration in WFM.
• Confirm the ServiceNow API is available and accessible.

Missing historical data

• Historical data from before the integration setup is not synced automatically.
• Use the CSV import feature to backfill historical data.

Queue metrics do not match ServiceNow reports

• Verify that Case Type mappings are correct.
• Check that time zone settings are consistent between ServiceNow and WFM.
• Trigger a manual sync to refresh the data.

Data security

Communications between this app and Zoom and [third-party] 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:

• ServiceNow OAuth - Authorization Code Grant credentials are used to authenticate the app registry details via ServiceNow portal request.

How your data is used

• Zoom will retrieve historical queue metrics for forecasting and reporting, including contact volumes and queue Id.
• Zoom will retrieve queue information, including queue IDs and names.
  • sys_id: Id of the queue
  • name: Name of the queue
  • sys_updated_on: Time of last update for a queue
  • stats.count: Number of metrics created for a queue in last 15 mins