19.5 Setup your ServiceNow Flow

19.5.1 Open the Flow

In ServiceNow, in the Filter Navigator, enter the search term Flow Designer. Click Flow Designer.

ServiceNow

You’ll then see this.

ServiceNow

Click the Search icon and search for the flow that is named ServiceNow CSM Case ingestion to AEP.

Click to open the flow ServiceNow CSM Case ingestion to AEP.

ServiceNow

You’ll then see this:

ServiceNow

Your flow already has all the required building blocks, you now need to complete this configuration.

It’s important to understand that this flow will be triggered when a customer service management case is created or updated. A case is created or updated when a Customer Service Agent has had an interaction with a customer.

19.5.2 Action 1 - Get Entity Information

Click to open Action 1 - Get Entity Information. This configuration was created by importing the XML file in one of the previous exercises. This action should look like this:

  • Entity: XDM Individual Profile
  • Identity Field: Email
  • Identity Value: Trigger > Case Record > Consumer > Email

ServiceNow

The goal of this action is to verify if the customer that contacted the Service Center, already exists in Adobe Experience Platform. Based on the response from Adobe Experience Platform, a different next action will be triggered.

Action 2 in this flow verifies if the customer was found or not. If the customer was found in Adobe Experience Platform, the next action will be Action 3. If the customer wasn’t found in Adobe Experience Platform, the next action will be Action 4, which will actually create the customer in Adobe Experience Platform.

If your configuration corresponds with the above image, continue with the next action.

19.5.3 Action 3 - Update Consumer Record

Click to open Action 3 - Update Consumer Record. You’ll then see this.

ServiceNow

The goal of this step is to read the response from Adobe Experience Platform, and filter out the values for a couple of fields. In this use case, you need to collect the values for the fields Churn Value, Product Affinity and Product Usage from the response from Adobe Experience Platform.

This configuration was copied from the XML template that you imported before, and its configuration isn’t correct. You need to verify the mapping for each of the below three fields.

ServiceNow

First, click the X icon on each of those three mapped fields to remove the current mapping. You’ll then have this:

ServiceNow

To do so, click the data pill icon next to each field. You’ll then see this:

ServiceNow

Next, click Get Entity Information. You’ll then see this:

ServiceNow

Next, click the little arrow icon on the field Entity Information. You’ll then see this:

ServiceNow

Next, click the little arrow icon on the field --aepTenantId--. You’ll then see this:

ServiceNow

Next, scroll down and click the little arrow icon on the field churnInformation. You’ll then see this:

ServiceNow

Finally, click to select the field churnScore.

Repeat this process to select the values for the fields Product Affinity and Product Usage.

  • Product Affinity should be linked to the field --aepTenantId--.productInformation.productAffinity.

ServiceNow

  • Product Usage should be linked to the field --aepTenantId--.productInformation.productUsage.

ServiceNow

Finally, action 3 should look like this now. Click Done first, followed by Save.

ServiceNow

19.5.4 Action 4 - Load Entity Data

Click to open Action 4 - Load Entity Data. You’ll then see this.

ServiceNow

This is the step that will create a customer profile in Adobe Experience Platform, if the customer profile doesn’t exist yet in Adobe Experience Platform.

You now need to make a selection for the fields Data Inlet, Dataset and Schema:

  • Data Inlet: select Demo System Next Streaming Endpoint
  • Dataset: select AEP Demo - Website Registrations
  • Schema: select AEP Demo - Website Registrations Schema

You should then see this:

ServiceNow

Next, you need to add attribute fields to this action by clicking the + Add Field Value button.

These fields need to be added:

Key Value
–aepTenantId-- > identification > emailId 3 - Update Record > Consumer Record > Email
–aepTenantId-- > identification > mobilenr 3 - Update Record > Consumer Record > Mobile Phone
Person > Full Name > First Name 3 - Update Record > Consumer Record > First Name
Person > Full Name > Last Name 3 - Update Record > Consumer Record > Last Name
Identifier Trigger - Record Created or Updated > Case Record > ID for AEP

Here’s how to find the above fields to map (values in the above table):

  • 3 > Consumer Record > Email

    ServiceNow

  • 3 > Consumer Record > Mobile Phone

    ServiceNow

  • 3 > Consumer Record > First Name

    ServiceNow

  • 3 > Consumer Record > Last Name

    ServiceNow

  • Trigger > Case Record > ID for AEP

    ServiceNow

Finally, action 4 should look like this now. Click Done first, followed by Save.

ServiceNow

19.5.5 Action 5 - Load Entity Data

Click to open Action 5 - Load Entity Data. You’ll then see this.

ServiceNow

This is the step that will send a service center interaction event to Adobe Experience Platform, when the Service Agent has created or updated a case in ServiceNow.

You now need to make a selection for the fields Data Inlet, Dataset and Schema:

  • Data Inlet: select Demo System Next Streaming Endpoint
  • Dataset: select AEP Demo - Call Center Interactions
  • Schema: select AEP Demo - Call Center Interactions Schema

You should then see this:

ServiceNow

Next, you need to add attribute fields to this action by clicking the + Add Field Value button.

These fields need to be added:

Key Value
–aepTenantId-- > callDetails > callFeeling Trigger - Record Created or Updated > Case Record > Call Feeling
–aepTenantId-- > callDetails > callInteractionType Trigger - Record Created or Updated > Case Record > Number
–aepTenantId-- > callDetails > callTopic Trigger - Record Created or Updated > Case Record > Short Description
–aepTenantId-- > callDetails > callChannel Trigger - Record Created or Updated > Case Record > Channel
–aepTenantId-- > callDetails > callPriority Trigger - Record Created or Updated > Case Record > Priority
–aepTenantId-- > identification > mobilenr Trigger - Record Created or Updated > Case Record > Consumer > Mobile Phone
–aepTenantId-- > identification > emailId Trigger - Record Created or Updated > Case Record > Consumer > Email
Event Type serviceNow_CSMCase
Identifier Trigger - Record Created or Updated > Case Record > ID for AEP
Timestamp Trigger - Record Created or Updated > Case Record > Timestamp for AEP

Here’s how to find the above fields to map (values in the above table):

  • Trigger > Case Record > Call Feeling

    ServiceNow

  • Trigger > Case Record > Number

    ServiceNow

  • Trigger > Case Record > Short Description

    ServiceNow

  • Trigger > Case Record > Channel

    ServiceNow

  • Trigger > Case Record > Priority

    ServiceNow

  • Trigger > Case Record > Consumer > Mobile Phone

    ServiceNow

  • Trigger > Case Record > Consumer > Email

    ServiceNow

  • Trigger > Case Record > ID for AEP

    ServiceNow

  • Trigger > Case Record > Timestamp for AEP

    ServiceNow

Finally, action 4 should look like this now. Click Done first, followed by Save.

ServiceNow

You’ve now completed the configuration of your flow. Click Activate.

ServiceNow

Next Step: 19.6 Prepare End-to-end Demo

Go Back to Module 19

Go Back to All Modules

On this page

Adobe Summit Banner

A virtual event April 27-28.

Expand your skills and get inspired.

Register for free
Adobe Summit Banner

A virtual event April 27-28.

Expand your skills and get inspired.

Register for free
Adobe Maker Awards Banner

Time to shine!

Apply now for the 2021 Adobe Experience Maker Awards.

Apply now
Adobe Maker Awards Banner

Time to shine!

Apply now for the 2021 Adobe Experience Maker Awards.

Apply now