# ServiceNow

## 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](https://store.servicenow.com/store/app/c989fa8247f9b694def56992e36d4328).

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Cobrowse for ServiceNow
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## Installation guide

To install and configure the Cobrowse integration with ServiceNow:

1. Sign up for a [Cobrowse account](https://cobrowse.io/register)
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](https://store.servicenow.com/store/app/c989fa8247f9b694def56992e36d4328).
   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](https://docs.cobrowse.io/enterprise-self-hosting/self-hosting-overview) 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:

```javascript
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](https://docs.cobrowse.io/sdk-installation/web) 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.