ServiceNow Connector
About the App
Description | Now, you can manage customer experience using ServiceNow and drive further action across your entire organization. Alerts and signals from Medallia Experience Cloud create new cases and incidents in ServiceNow with priority and severity preset in real-time so that experience issues can be triaged and assigned to the correct team, and company-wide response deadlines and SLAs can be met. Notes reflect all relevant experience metadata, including channel, product, and touchpoint so that root causes can be uncovered. When cases and incidents are closed in ServiceNow, experience resolution data is available in Medallia, keeping users of both systems on the same page. Further automation triggers customer invites in Medallia when cases or incidents are closed in ServiceNow. Subsequent low scores on resolution success result in follow-up cases created in ServiceNow. | |
Prerequisite | 3rd Party - Service Now | |
Target Users | Account Management, Customer Service & Support, IT, Marketing, Operations, People & Culture (HR), Product Management, Research & Insights, Sales | |
Whats Included | • Secure authentication from Medallia Experience Cloud to ServiceNow • Real-time ServiceNow case creation from Medallia alerts • Automated synchronization of case/incident closure between ServiceNow and Medallia • Feedback outreach triggers in Medallia after ServiceNow cases/incidents are closed | |
Effort Size | M | |
App Supporting Materials
The following table provides quick access to all essential supporting materials for the ServiceNow Connector BPP, including data integration specifications, playbooks, and overview decks, available in Google Sheet, Excel, and PDF formats.
Document Name | Google Drive | Excel | PPT | |
ServiceNow Connector Overview Deck | N/A | |||
ServiceNow Connector External Playbook | N/A |
