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Configure the connector for ServiceNow

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The Microsoft Contact Center—Power Automate solution for ServiceNow connector allows organizations to engage with their customers using capabilities such as voice, video, SMS, live chat, and social messaging from their non-Microsoft CRM solutions. You can use Power Automate data connectors to sync the contacts and accounts data from the ServiceNow CRM solution into Dataverse.

Prerequisites

  • A ServiceNow instance. For example, https://[your-instance-name].service-now.com/
  • License for Dynamics 365 Contact Center that includes the Power Automate and Power Apps subscriptions.
  • Power Platform System administrator permissions.
  • Basic understanding of how to use Power Automate flows or Power Apps.
  • Environments for Power Apps and Power Automate are the same.
  • The Dynamics 365 CCaaS CRM Connector, msdyn_ContactCenterCRMConnector, is available in the Power Apps environment and the Account and Contact tables have the following columns:
    • Source CRM
    • Source CRM ID
    • Source CRM URL

Use Power Automate Flow to sync Account and Contact records

The process for using the Power Automate flow is as follows:

  1. Configure the View-In-CRM functionality
  2. Import Power Automate flows
  3. Configure Incremental Data Sync (Create, Update, and Delete)
  4. Run the power automate flow

Configure View-In-CRM functionality

ServiceNow uses calculated field feature to create a special field to store the subdomain/baseUrl /InstanceName in Account and Contact tables. The Source CRM URL column in Account and Contact tables stores the full URL of the Account or Contact record, which can be accessed by selecting the URL.

To create the custom field in ServiceNow, perform the following steps:

  1. Sign in to ServiceNow instance (https://[your-instance-name].service-now.com/), select All, and then search for table.
  2. Select Tables in System Definition, and then select the Account and Contact tables to create a custom field.
  3. Select New, and then specify the following:
    • Table: Account[customer_account]
    • Type: String
    • Column label: Base URL
    • Column name: u_base_url
    • Application: Global
    • Select the Active checkbox.
  4. Select the CalculatedValue tab, and then select the Calculated checkbox. Add return gs.getProperty('instance_name'); in Calculation textbox.
  5. Select Save, and then select Update.

Repeat the same configuration for the Contact table.

Import the Power Automate flow

Perform the steps outlined in the sections that follow.

Add a ServiceNow connector

  1. In Power Automate, follow the steps in Add a connection to add a ServiceNow connection.
  2. Specify your ServiceNow instance and credentials, and then select Create.

Add a Dataverse Connector

  1. In Power Automate, follow the steps in Add a connection to add a Dataverse connection, and then select Create.
  2. In the pop-up window that appears, select your account. A connection is created.

Download flows from GitHub

Download all the Power Automate flows from the ServiceNow repository.

Import flows to Power Automate

  1. In Power Automate, select My flows.
  2. In Import, select Import and then select Import Package (legacy).
  3. Select the downloaded flows and then select Upload.
  4. In the Import package window, for the Dataverse resource type, select Select during import and then select the Dataverse connection that you created and then select Save.
  5. The connection is displayed on the Import page. Select Import.
  6. The imported flows are displayed in the My flows page. The flows are disabled by default. For the flow you want to enables, select the more items (ellipsis) and then select Turn on to enable them.

Configure incremental data sync

Incremental data sync updates the ServiceNow data to Dataverse in real time through automated triggers. ServiceNow uses scripts to trigger notifications when a record is created, updated, and deleted. You must use the Customer Service plugin to trigger these notifications. You must create the script in the following order:

  1. Create REST message
  2. Create a business rule

Note

The following steps must be performed for both Account and Contact tables.

Create REST message

  1. Sign in to the ServiceNow instance, select All, and search for REST message in the search bar.
  2. Select Outbound > Rest Message.
  3. Select New to create a new REST message.
  4. In the Rest Message page, specify the required fields. See: Create a REST message.

    • Create individual REST Messages for create, update, and delete. Update the Endpoint field in REST Messages with the Power Automate flow. Perform the following steps to get the URL:

      1. Select the required flow and then select Edit.
      2. Select Manual in the flow, and then copy the HTTP URL. Repeat the steps for the organization and user flows for all the create, update, and delete operations
      3. Select New in Authentication tab to create a new HTTP method.
      4. Specify the same endpoint from Power Automate flow as the endpoint for the HTTP Method for the respective operation.
      5. Copy the REST Message and Name fields on this page, which are required in Business Rules script.

    • Create a new variable, baseURL. The value of this variable is the initial part of the same endpoint that contains hostname/IP and port number.

Create a Business Rule

  1. Sign in to the ServiceNow instance, select All and search for business rules in the search bar.
  2. Select System Definition > Business Rule.
  3. Select New to create a new REST message.
  4. In the Business Rule page, specify the required information. See: Business Rules.
    • In the When to run tab, add the required conditions to trigger the business rule for create, update, and delete record operations.
    • Download the scripts from ServiceNow scripts for the required operations for the Contact and Account tables.
    • Update the Script field in Advanced tab with the downloaded scripts for the specific operation.
    • For the script, update the baseURL with the corresponding values from the HTTP method in the REST Message.

Run The Power Automate Flow

In Power Automate https://make.powerautomate.com/environments/[environmentId], select the required flow from Cloud flows, and then select Run.

Edit flows and field mappings (Optional)

  1. If you want to edit the flow or field mappings, select the flow that you want to edit.
  2. Select Edit.
  3. You can use outputs from previous triggers and actions in the Dynamic content selector, or modify them using expressions.

For example, the Account Name field in Dataverse can be mapped to the Name field in ServiceNow with the ‘triggerBody()?['name']’ expression. See: ServiceNow REST API reference

Predefined column mapping

The following table describes the predefined column mapping for the ServiceNow and Dataverse connectors for Contact and Account.

Contact

ServiceNow Dataverse
sys_id contactid
last_name lastname
first_name firstname
email emailaddress1
mobile_phone mobilephone
phone telephone1
account parentcustomerid
sys_id msdyn_source_crm_id
Static Value: ServiceNow msdyn_source_crm
u_base_url msdyn_source_crm_url
sys_created_on createddate

Account

ServiceNow Dataverse
name name
phone telephone1
sys_id accountid
city address1_city
zip address1_postalcode
NumberOfEmployees numberofemployees
id msdyn_source_crm_id
Static Value: ServiceNow msdyn_source_crm
u_base_url msdyn_source_crm_url
sys_created_on createddate

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