- Tutorial Overview
- Architecture Overview
- Video Overview
- 0 - Getting started
- 1 - Launch and the Web SDK extension
- Overview
- 1.1 Understanding Adobe Experience Platform Launch
- 1.2 Edge Network and Server Side Data Collection
- 1.3 Introduction to Launch
- 1.4 Client-side Web Data Collection
- 1.5 Implement Adobe Analytics and Adobe Audience Manager
- 1.6 Implement Adobe Target
- 1.7 XDM Schema requirements in Adobe Experience Platform
- Summary and benefits
- 2 - Data Ingestion
- 3 - Real-time Customer Profile
- 4 - Voice Assistant - Amazon Alexa
- 5 - ETL Tools
- 6 - Journey Orchestration
- 7 - Query Service
- 8 - Data Science Workspace - Popularity Based Recommendations
- 9 - Data Ingestion using Google Tag Manager and Google Analytics
- Overview
- 9.0 Create a Google Account
- 9.1 Create a Google Tag Manager Property
- 9.2 Setup Google Analytics & link it to GTM
- 9.3 Configure GTM Variables
- 9.4 Retrieve Data Sets in Platform
- 9.5 Configure GTM Tags & Triggers
- 9.6 Publish your GTM Property
- 9.7 Implement GTM Tag on Platform Demo website
- 9.8 Verify Data Ingestion from website into Platform
- Summary and benefits
- 10 - Data Science Workspace - Churn Prediction Model
- 11 - Real-time CDP - Build a segment and take action!
- Overview
- 11.1 Build a segment and enable Streaming Segmentation
- 11.2 Review how to configure DV360 Destination using Destinations
- 11.3 Take Action: send your segment to DV360
- 11.4 Take Action: Send your segment to Google AdWords RLSA using Adobe Audience Manager
- 11.5 Take Action: send your segment to an S3-destination
- 11.6 Take Action: send your segment to Adobe Target
- Summary and benefits
- 12 - Journey Orchestration - External Weather API, SMS Action and more…
- 13 - Customer Journey Analytics - Build a dashboard using Analysis Workspace on top of Adobe Experience Platform
- 14 - Offer Decisioning
- Overview
- 14.1 Offer Decisioning 101
- 14.2 Configure your Offers and Offer Activity
- 14.3 Prepare your Launch and Web SDK setup for Offer Decisioning
- 14.4 Test your Offer Activity using the demo website
- 14.5 Test your Offer Activity using the API
- 14.6 Test your Offer Activity using Journey Orchestration
- Summary and benefits
- 15 - Data Science Workspace - Car Insurance Sales Propensity
- 16 - Ingest and Analyze Google Analytics data in Adobe Experience Platform with the BigQuery Source Connector
- Overview
- 16.1 Create your Google Cloud Platform Account
- 16.2 Create your first query in BigQuery
- 16.3 Connect GCP & BigQuery to Adobe Experience Platform
- 16.4 Load data from BigQuery into Adobe Experience Platform
- 16.5 Analyze Google Analytics Data using Customer Journey Analytics
- Summary and benefits
- 17 - Adobe Experience Platform and Microsoft Dynamics 365
- Overview
- 17.1 Create your Microsoft Dynamics 365 account
- 17.2 Connect Microsoft Dynamics 365 to Adobe Experience Platform via a Source Connector
- 17.3 Create a Contact in Microsoft Dynamics 365 using Journey Orchestration & Import data from Microsoft Dynamics
- 17.4 Update a contact in Microsoft Dynamics 365 and automatically trigger a journey
- Summary and benefits
- 18 - Segment Activation to Microsoft Azure Event Hub
- Overview
- 18.0 Configure your environment
- 18.1 Configure your Microsoft Azure EventHub environment
- 18.2 Configure your Azure Event Hub Destination in Adobe Experience Platform
- 18.3 Create Streaming Segments
- 18.4 Activate Segment
- 18.5 Create your Microsoft Azure Project
- 18.6 End-to-end scenario
- Summary and benefits
- 19 - Adobe Experience Platform and ServiceNow: connecting service to marketing and sales
- Overview
- 19.1 Setup your ServiceNow developer instance
- 19.2 Install and configure the integration between ServiceNow and Adobe Experience Platform through Adobe I/O
- 19.3 Setup your ServiceNow environment
- 19.4 Setup your ServiceNow UI
- 19.5 Setup your ServiceNow Flow
- 19.6 Prepare End-to-end Demo
- 19.7 End-to-end Demo
- Summary and benefits
- 20 - AI-Driven Chat Apps and Live Chat powered by Stackchat
- Overview
- 20.1 Onboard to Stackchat
- 20.2 Build your Luma Bot
- 20.3 Build your Luma Bot - Cloud Functions
- 20.4 Use Journey Orchestration to trigger an email follow up after interacting with your chatbot
- 20.5 Configure the integration between Stackchat and Adobe Experience Platform
- 20.6 Test your chatbot on the demo website
- 20.7 Connect your chatbot to Facebook Messenger
- 20.8 Test the WeChat Integration
- Summary and benefits
19. Adobe Experience Platform and ServiceNow: connecting service to marketing and sales
Author: Wouter Van Geluwe
In this module you’ll implement the bi-directional integration between Adobe Experience Platform and ServiceNow.
Please watch this video to understand the value, customer journey and configuration process:
Learning Objectives
- Become familiar with ServiceNow
- Configure the integration between Adobe Experience Platform and ServiceNow
- Learn to articulate the value proposition of connecting the brain for communication and orchestration in real-time with customer care
Prerequisites
- Access to Adobe Experience Platform
- Familiarity with the AEP Demo website environment
This tutorial was created to facilitate a particular workshop format. It uses specific systems and accounts to which you might not have access. Even without access, we think you can still learn a lot by reading through this very detailed content. If you’re a participant in one of the workshops and need your access credentials, please contact your Adobe representative who will provide you with the required information.
Architecture Overview
Have a look at the below architecture, which highlights the components that will be discussed and used in this module.
Sandbox to use
For this module, please use this sandbox: --aepSandboxId--.
Don’t forget to install, configure and use the Chrome Extension as referenced in 0.5 - Install the Chrome extension for the Experience League documentation
Exercises
19.1 Setup your ServiceNow developer instance
In this exercise, you’ll create your ServiceNow developer account.
In this exercise, you’ll configure your ServiceNow environment, you’ll install the Adobe Experience Platform Spoke in ServiceNow and you’ll use your Adobe I/O Project to prepare the integration with Adobe Experience Platform.
19.3 Setup your ServiceNow environment
In this exercise, you’ll finalize the setup of the Adobe Experience Platform integration in ServiceNow.
In this exercise, you’ll setup the ServiceNow User Interface to visualize data from Adobe Experience Platform in the ServiceNow UI, and you’ll configure the fields needed to send Case information from ServiceNow into Adobe Experience Platform.
19.5 Setup your ServiceNow Flow
In this exercise, you’ll setup a ServiceNow Flow to read data from Adobe Experience Platform and send data back into Adobe Experience Platform.
For the end-to-end demo, you’ll be using the demo website from the URL https://public.aepdemo.net.
On that website, you’ll create your account as part of the demo script and when that happens, that same account needs to be created in ServiceNow. To make that possible, you need to configure some settings in this exercise.
In this exercise, you’ll run through an end-to-end demo that showcases everything you built in the previous steps.
Summary of this module and overview of the benefits.
Thank you for investing your time in learning all there is to know about Adobe Experience Platform. If you have questions, want to share general feedback of have suggestions on future content, please contact Wouter Van Geluwe directly, by sending an email to vangeluw@adobe.com.
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