ServiceNow

Cobrowse integrates seamlessly with ServiceNow workflows, enabling real-time visual collaboration between agents and customers.

Overview

Cobrowse provides an integration with ServiceNow workspaces such as Service Operations Workspace or Customer Service Management, enabling real-time visual collaboration between agents and customers. This integration is available through the ServiceNow Store.

Cobrowse for ServiceNow

Installation guide

To install and configure the Cobrowse integration with ServiceNow:

1. Sign up for a Cobrowse account

2. As a Cobrowse Administrator:

   1. Generate a public key under Settings > Integrations > JWT SSO.

   2. Generate a key store for it under Settings > Integrations > ServiceNow

3. As a ServiceNow administrator:

   1. Install the app from the ServiceNow Store.

   2. Add the keystore under All > Multi-Provider SSO > Administration > x509 Certificate.

      1. Name: Cobrowse.io

      2. Type: Java Key Store

      3. Attachments > Choose your generated keystore

      4. Submit

   3. Link the new keystore for the Cobrowse JWT key under All > System OAuth > JWT Keys > Cobrowse.io

      1. Signing Keystore: Click the magnifying glass and look for the added keystore

      2. Signing Key: The password that was given on the cobrowse dashboard. By default, this is my-cobrowse-keystore.

   4. Configure the system properties, All > sys_properties.list + enter > Search for x_billc:

      1. Update the x_billc_cobrowse_i.license property and set it to your cobrowse account license which you find on the cobrowse dashboard> Settings > General

      2. (Optional) If you are self-hosting your Cobrowse.io instance, update the x_billc_cobrowse_i.base_url system property and point it at your own installation.

Enabling Cobrowse for Portable Virtual Agent chat widget

The cobrowse device id needs to be passed into the chat widget. This can be done as follows:

const snUrl = 'https://your-instance.service-now.com'
const script = document.createElement('script')
script.type = 'module'
script.src = `${snUrl}/uxasset/externals/now-requestor-chat-popover-app/index.jsdbx?sysparm_substitute=false`
script.onload = () => {
  CobrowseIO.client().then(function() {
    const deviceId = CobrowseIO.deviceId()
    const chat = new ServiceNowChat({
      instance: snUrl,
      context: {
        cobrowse_device_id: deviceId
      },
    });
  });
}
document.body.appendChild(script)

// We also recommend that the chat widget itself is automatically ignored for your agents
CobrowseIO.ignoredViews = ['now-requestor-chat-popover'];

Don't forget to include the Cobrowse SDK into the webpage where the Portable Virtual Agent chat widget is running. No further changes should be necessary on the ServiceNow side to enable cobrowsing.

Controlling user access

The Cobrowse ServiceNow application includes two roles for managing user permissions:

1. x_billc_cobrowse_i.Administrator

   Grants access to the Cobrowse.io application via the All > Cobrowse.io > Dashboard. Users with this role can view active devices, sessions, and settings.

2. x_billc_cobrowse_i.Agent

   Grants access to the Cobrowse sidebar, allowing agents to initiate cobrowse sessions during customer interactions.