What does the ServiceNow integration do?
ServiceNow Customer Service Management (CSM) is an omni-channel customer service solution that applies service management principles to reduce case volume and increase customer loyalty. With Litmos' ServiceNow integration, customer service and support agents can assign training courses to customers and partners who submit Incidents, right from the case Incident in ServiceNow. This will help scale support services, reduce the frequency of overall service requests, measure the effectiveness of support service assistance/instructions, analyze customer aptitudes and boost customer satisfaction scores.
1) ServiceNow Integration Configuration
To setup the Litmos integration in ServiceNow, the first step will be to install the Litmos app in your ServiceNow account. The Litmos app can be found at the ServiceNow Store online.
Once the Litmos app is installed in ServiceNow, a Litmos Account Owner must log into Litmos, navigate to the Integrations sub-tab within the Accounts tab, and click on the ServiceNow icon under the 3rd Party Integrations section.
A pop-up window will display with a checkbox to enable the integration. Once ServiceNow is enabled in Litmos, a ServiceNow API key will be generated. This key can be retrieved by clicking on the ServiceNow icon again.
This API key must be copied and pasted into ServiceNow's Litmos Training Configurations page. This page can be found by clicking on the Litmos Training label that was added to the ServiceNow Navbar after the Litmos App was installed into ServiceNow. This will reveal the Configurations page where the Litmos app integration can be finalized. In order to view this label, the ServiceNow user must be a System Administrator Role in ServiceNow:
Once the API Key has been entered into the page saved, the integration will become activated. Once the integration is activated, additional API text-boxes will appear that display the active API calls used with the integration. The purpose of displaying these calls is for testing and contextual purposes only. Litmos suggests that these are not edited by users other than System Administrators.
2) Enable Litmos in ServiceNow for Users
Now that the integration is active, ServiceNow support staff will need to be given the ability to assign courses on Incidents. This is done by assigning ServiceNow support staff the custom "x_litmos_litmos_int.Litmos Training User" Role. In order for a ServiceNow Admin to do this, an Admin will need to assign this privilege to a Role globally or assign the privilege to individual users.
To assign the privilege to a Global Role, an Admin will navigate to the Roles page within the User Administration label of the Navbar and find the ServiceNow Role(s).
In this example, we assume that the ITIL (Helpdesk Technician) Role in ServiceNow will need the Litmos course assignment privilege on Incidents, so we must click into this Role and click on "Edit" within the "Contains Roles" section:
This is where ServiceNow Admin will assign the global ITIL Role the "x_litmo_litmos_int.Litmos Training User" Role that is installed with the Litmos app. If at first the custom role does not appear in the Collection list, begin typing the role with "x" and it should appear:
This process can be repeated again and again for global Roles in ServiceNow that will need the ability to assign Litmos training courses from Incidents. If specific users will need this privilege and not all users in a global Role, then the Admin can navigate to the User page within the User Administration label of the Navbar, click on a User and assign this privilege to the User's specific Role List.
Once the custom Litmos Role has been assigned to global Roles or specific individuals in ServiceNow, these users should be able to see an “Assign Courses” button on Incidents.
This button provides the Litmos course assignment privileges for external training. When a ServiceNow user clicks this button, first, a Litmos “Learner” profile will be created for the Caller of the Incident. If a “Learner” profile has already been created and synced to ServiceNow for the Caller, then a window of courses will appear that the user is authorized to assign to the Caller. The list of courses that appear depends on the access level of the ServiceNow user in Litmos.
This view of courses can be customized by using the Personalized List function (cog icon), and the list of courses can be filtered by clicking on each column in the window.
Once one or more courses have been selected for assignment, the action “Assign Courses” must be selected from the “Actions on selected rows” dropdown at the bottom of the page. Once the courses are assigned, a success message reading, “You have successfully assigned these courses: CourseNameString, CourseNameString, CourseNameString….” will appear.
If a course has already been assigned to the Caller, the Incident Owner will see a message reading, "CourseNameString is already assigned".
If the user attempting to assign a course and does not have an “Administrator” Access Level in the Litmos application, then the user would receive a pop-up message reading, "You do not have permission to assign courses. This requires an "Administrator" access level. Please make sure you are an Administrator in Litmos before attempting to assign courses."