How to handle screen pops in ServiceNow

From Genesys Documentation
Jump to: navigation, search

Screen pops display a relevant record from ServiceNow when agents receive or make calls.

Outbound calls to a known contact

As one would expect, you can equally make outgoing calls. However, you can exclusively make outbound calls to records already existing in ServiceNow. If you wish to call a brand-new contact, first you need to register it within the CRM.

You can make outbound calls just clicking the phone icon next to the selected contact telephone number. For further information on the click-to-call feature, see Know more about supported features.

GASN 27 make outbound call.png

When the outbound call connects, you receive a Service Now screen pop with an outgoing Activity History of type Call.

GASN 28 outbound call screen pop.png

If you want to learn more about screen pops, see Know more about supported features.

Relevant links