Mobile One

Further building upon the integration possibilities between NICE CXone and ServiceNow desktop, we offer multiple way of integrating Mobile One with ServiceNow in both directions. Please find below an overview of the integration possibilities.

1. CRM popup#

Mobile One -> ServiceNow App#

The CRM popup button is a custom button that is activated in Mobile One and that appears for every interaction. When clicking this button during an interaction, Your ServiceNow app will automatically open the desired Object (e.g. contact, account, case, ...) and will allow you to quickly access the customer data.

This ServiceNow integration is free of charge and included in your Mobile One subscription. This features requires you to provide a ServiceNow deeplink referring to the object as a contact attribute in your studio script. More information about the deep linking structure and how to refer to objects in ServiceNow can be found on the ServiceNow help center.

From a Mobile One perspective, you can activate this option under "Data Controls" > "Interaction CRM buttons" in the Mobile One Admin Portal once the contact attribute is available in NICE.

2. Interaction logging#

Mobile One -> ServiceNow App#

Mobile One is built on top of NICE CXone. This means that all call data, analytics and recordings are directly available in NICE. If you want to have call interaction data of Mobile One calls directly in ServiceNow, we advise to set up a back-end integration between NICE and ServiceNow that syncs the data. This way, your ServiceNow <> NICE data stream will automatically work for both your desktop usage and Mobile One usage.

Note: This part of the guide (Interaction logging) assumes you have working knowledge of both NICE CXone and ServiceNow APIs. The integration between Mobile One, NICE CXone, and ServiceNow requires independent configuration of both platforms. This article is intended as a general guide and does not include step-by-step configuration instructions. You or your technical team will need to implement and adapt the integration based on your specific environment and requirements.

3. Coming soon: Click-to-dial#

ServiceNow app -> Mobile One#

The click-to-dial option is a custom button or action that your organization can add to your ServiceNow app. When a user is viewing customer information in the ServiceNow App, a custom button or function will provide the user the option to dial out via Mobile One.

This ServiceNow integration will be provided free of charge and is included in your Mobile One subscription.