Ticketing: ServiceNow

ChurnZero supports a integration with ServiceNow to map Case data to Accounts in ChurnZero. Read below for details on requirements for the integration and the behavior/rules of the sync. 

In order to have access to Cases, the Customer Service Management plugin must be installed.  See instructions here.

Integration Requirements

In order to connect your ServiceNow instance to your ChurnZero instance, the following is required:

• Authorize your ServiceNow instance within ChurnZero. To authorize, log into your ChurnZero Production account, go to Admin > ServiceNow Setup and follow the instructions. Confirm the authorization with a member of the ChurnZero team when you are done. 
  
  
• A field on the Case with the AccountExternalID. In order to map Case data to Accounts in ChurnZero, ChurnZero must have a way of identifying the Account associated with each Case. With ServiceNow, this is done via a field on the Case or associated ServiceNow Account where the AccountExternalID is captured. 

Sync Behavior/Rules

• This is a one-way sync, from ServiceNow to ChurnZero. At this time the ChurnZero integration with ServiceNow is one direction, from ServiceNow into ChurnZero. Case data is NOT editable in ChurnZero, all Case updates must be made in ServiceNow. But ChurnZero does provide a quick link back to ServiceNow for each case. 
  
  
• Default sync interval is 15 minutes. Every 15 minutes the sync will pull new Cases and search through existing Cases in order to match Cases to Accounts. 
  
  
• Mapping is based on the AccountExternalID (field on the Case). In order to map Case data to Accounts in ChurnZero, ChurnZero must have a way of identifying the Account associated with each Case. With ServiceNow, this can be done via a standard or custom Case field where the AccountExternalID is captured.  There is no default mapping for ServiceNow, so your CSM will need to assist in configuring the desired field to be used for mapping.
  • When a unique Account is identified, ChurnZero will associate that Case with that Account.
  • When new Accounts are added to ChurnZero and/or existing Accounts are updated, the sync will search for any matching Cases. 
    
    
• Case data is supplemental data in ChurnZero. Case data can be used in Segments and can be used to trigger Alerts. But Cases themselves cannot interact with Plays, Journeys, NPS Campaigns or ChurnScores (this is all done at the Account and/or Contact level).