RingCX for servicenow
Pediatrics Associates Family of Companies' (UID#185248027, RCX#
31740001) ServiceNow developer's recommendation/request, after installing the RCX for SNow integration, would be for RC to expand upon their ServiceNow offering to allow for an ITSM-friendly approach for the many ServiceNow clients out there who are just leveraging ITSM and may not have CSM entitlements. I don't think it would take much heavy lifting aside from offering a system property within ServiceNow to indicate whether to leverage CSM or not to leverage CSM. Based on that flag, their softphone iframe can either display Case/Case Task or Interaction lookup capabilities. Also, instead of account, contact, and/or consumer records for caller id matching, if the system property is opted NOT to use CSM, it could default to the base user table.
Mitchell
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