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ServiceNow CSM MCP Server

Create a powerful Model Context Protocol (MCP) server for ServiceNow Customer Service Management in minutes with our AI Gateway. This guide walks you through setting up seamless customer service integration with enterprise-grade security and instant OAuth authentication.

About ServiceNow CSM API​

ServiceNow CSM provides comprehensive customer service capabilities including case management, omnichannel support, customer portals, and knowledge management. The API enables programmatic access to deliver exceptional customer experiences across all touchpoints.

Key Capabilities​

  • Case Management: Create, route, and resolve customer cases
  • Omnichannel Support: Email, chat, phone, social integration
  • Customer Portal: Self-service capabilities
  • Account Management: Customer and contact records
  • Entitlement Management: Service contracts and SLAs
  • Knowledge Management: Customer-facing knowledge base
  • Agent Workspace: Unified agent interface
  • Performance Analytics: Service metrics and KPIs

API Features​

  • REST API: Case and customer operations
  • Customer Service API: Specialized endpoints
  • Portal API: Self-service integration
  • OAuth 2.0: Secure authentication
  • Webhooks: Real-time events
  • Virtual Agent API: Chatbot integration
  • CTI Integration: Phone system connectivity
  • Social Media API: Social channel management

What You Can Do with ServiceNow CSM MCP Server​

The MCP server transforms ServiceNow CSM's API into a natural language interface, enabling AI agents to:

Case Management​

  • Case Operations

    • "Create case for billing inquiry"
    • "Update case with customer response"
    • "Escalate high-priority cases"
    • "Close resolved cases from yesterday"

  • Case Assignment

    • "Route case to product expert"
    • "Assign based on skill and availability"
    • "Transfer to specialized team"
    • "Balance case load across agents"

  • Case Search

    • "Find all open cases for customer"
    • "Show cases breaching SLA"
    • "List cases by product category"
    • "Search cases with similar issues"

Customer Management​

  • Account Operations

    • "Create new customer account"
    • "Update customer contact information"
    • "Link contacts to account"
    • "Merge duplicate accounts"

  • Contact Management

    • "Add primary contact for account"
    • "Update contact preferences"
    • "Set preferred communication channel"
    • "Track contact interactions"

  • Customer 360 View

    • "Show complete customer history"
    • "List all products and services"
    • "Display interaction timeline"
    • "View customer sentiment score"

Omnichannel Support​

  • Email Management

    • "Convert email to case"
    • "Send automated responses"
    • "Route emails by content"
    • "Track email conversations"

  • Chat Integration

    • "Accept incoming chat"
    • "Transfer chat to specialist"
    • "Convert chat to case"
    • "Access chat history"

  • Social Media

    • "Monitor social mentions"
    • "Create case from tweet"
    • "Respond to Facebook post"
    • "Track social sentiment"

Entitlement Management​

  • Service Contracts

    • "Check customer entitlements"
    • "Verify warranty status"
    • "Update service levels"
    • "Track contract renewals"

  • SLA Tracking

    • "Monitor response time SLA"
    • "Check resolution deadlines"
    • "Escalate SLA breaches"
    • "Calculate SLA compliance"

  • Service Plans

    • "View customer service tier"
    • "Apply premium support"
    • "Check included services"
    • "Track usage limits"

Self-Service Portal​

  • Portal Content

    • "Publish FAQ article"
    • "Update troubleshooting guide"
    • "Create how-to video link"
    • "Manage portal announcements"

  • Customer Actions

    • "Enable case submission"
    • "Configure status tracking"
    • "Set up appointment booking"
    • "Manage document uploads"

  • Portal Analytics

    • "Track article views"
    • "Monitor search queries"
    • "Measure deflection rate"
    • "Analyze user journeys"

Knowledge Management​

  • Article Creation

    • "Create solution article from case"
    • "Document common issues"
    • "Add troubleshooting steps"
    • "Publish product guides"

  • Knowledge Search

    • "Find articles for error code"
    • "Search solutions by symptom"
    • "Suggest relevant articles"
    • "Show trending topics"

  • Content Management

    • "Review article effectiveness"
    • "Update outdated content"
    • "Translate articles"
    • "Manage article lifecycle"

Agent Workspace​

  • Workspace Features

    • "Show agent dashboard"
    • "Display case queue"
    • "Access customer history"
    • "Use response templates"

  • Productivity Tools

    • "Set agent availability"
    • "Track handling time"
    • "Use canned responses"
    • "Access internal notes"

  • Collaboration

    • "Request expert assistance"
    • "Share case with team"
    • "Add internal comments"
    • "Schedule follow-ups"

Analytics & Reporting​

  • Performance Metrics

    • "Calculate CSAT scores"
    • "Show first contact resolution"
    • "Track average handle time"
    • "Monitor case volume trends"

  • Agent Analytics

    • "Measure agent productivity"
    • "Track quality scores"
    • "Identify training needs"
    • "Compare team performance"

  • Customer Insights

    • "Analyze satisfaction trends"
    • "Identify frequent issues"
    • "Track customer effort score"
    • "Monitor churn indicators"

Prerequisites​

  • Access to Cequence AI Gateway
  • ServiceNow instance with CSM module
  • Admin role in ServiceNow
  • OAuth application registration

Step 1: Configure ServiceNow OAuth​

1.1 Create OAuth Application​

  1. Log in to your ServiceNow instance
  2. Navigate to System OAuth Application Registry
  3. Click New Create an OAuth API endpoint

1.2 Configure OAuth Settings​

  1. Fill in application details:

    • Name: "AI Gateway CSM MCP"
    • Client ID: Auto-generated
    • Client Secret: Click to generate

  2. Set OAuth parameters:

    • Redirect URL: 
      https://auth.aigateway.cequence.ai/v1/outbound/oauth/callback
    • Access Token Lifespan: 3600
    • Refresh Token Lifespan: 86400

1.3 Configure CSM-Specific Settings​

  1. Enable CSM application scope
  2. Configure customer portal access
  3. Set agent workspace permissions
  4. Enable omnichannel APIs

1.4 Set Permissions​

  1. Grant CSM table access
  2. Configure portal permissions
  3. Set knowledge base access
  4. Enable analytics APIs

Step 2-4: Standard Setup​

Follow standard steps to access AI Gateway, find ServiceNow CSM API, and create MCP server.

Step 5: Configure API Endpoints​

  1. Base URL: https://{instance}.service-now.com/api
  2. Select CSM endpoints:
    • Case management endpoints
    • Customer endpoints
    • Knowledge endpoints
    • Portal endpoints
  3. Click Next

Step 6: MCP Server Configuration​

  1. Name: "ServiceNow CSM"
  2. Description: "Customer Service Management platform"
  3. Configure production mode
  4. Click Next

Step 7: Configure Authentication​

  1. Authentication Type: OAuth 2.0
  2. Instance Name: Your ServiceNow instance
  3. Authorization URL: 
    https://{instance}.service-now.com/oauth/authorize
  4. Token URL: 
    https://{instance}.service-now.com/oauth_token.do
  5. Enter Client ID and Secret
  6. Select required scopes

Available ServiceNow CSM OAuth Scopes​

Core CSM Scopes​

  • csm:read

    • Read cases and customers
    • View entitlements
    • Access knowledge base
    • Read portal content

  • csm:write

    • Create and update cases
    • Manage customers
    • Publish knowledge
    • Update portal

  • csm:admin

    • Configure workflows
    • Manage channels
    • Set up integrations
    • Administrative tasks

Feature-Specific Scopes​

  • Case Management

    • sn_customerservice_case - Case operations
    • sn_customerservice_case_comment - Case communications
    • sn_customerservice_case_task - Case tasks

  • Customer Management

    • customer_account - Account records
    • customer_contact - Contact records
    • consumer - B2C customers

  • Knowledge & Portal

    • kb_knowledge - Knowledge articles
    • sp_portal - Portal configuration
    • sp_widget - Portal widgets

For Case Management:

csm:read
csm:write
sn_customerservice_case
customer_account
customer_contact
kb_knowledge

For Full CSM:

csm:read
csm:write
csm:admin
sn_customerservice_case
customer_account
customer_contact
entitlement
kb_knowledge
sp_portal

Step 8-10: Complete Setup​

Configure security, choose deployment, and deploy.

Using Your ServiceNow CSM MCP Server​

With Claude Desktop​

{
  "servers": {
    "servicenow-csm": {
      "url": "your-mcp-server-url",
      "auth": {
        "type": "oauth2",
        "client_id": "your-client-id",
        "instance": "your-instance"
      }
    }
  }
}

Natural Language Commands​

  • "Create case for product return request"
  • "Show all cases for Acme Corporation"
  • "Find knowledge articles about password reset"
  • "Check warranty status for serial number"
  • "Calculate this week's CSAT score"

API Integration Example​

// Initialize MCP client
const mcpClient = new MCPClient({
  serverUrl: 'your-mcp-server-url',
  auth: {
    type: 'oauth2',
    token: 'access-token'
  }
});

// Create customer case
const customerCase = await mcpClient.servicenow.cases.create({
  short_description: 'Unable to access online account',
  description: 'Customer reports login error when accessing portal',
  contact: 'contact-sys-id',
  account: 'account-sys-id',
  category: 'Access Issue',
  subcategory: 'Login Problem',
  priority: '3',
  channel: 'Web Portal',
  product: 'Online Banking',
  entitlement: 'entitlement-sys-id'
});

// Add case comment
await mcpClient.servicenow.cases.addComment({
  case_id: customerCase.sys_id,
  comment: 'Verified customer identity. Resetting password and sending instructions.',
  comment_type: 'customer_visible',
  notification: true
});

// Search knowledge base
const articles = await mcpClient.servicenow.knowledge.search({
  query: 'password reset online banking',
  language: 'en',
  published: true,
  fields: ['short_description', 'text', 'view_count'],
  limit: 5
});

// Create customer account
const account = await mcpClient.servicenow.customers.createAccount({
  name: 'Acme Corporation',
  account_number: 'ACME-2025-001',
  industry: 'Technology',
  annual_revenue: 50000000,
  customer_since: '2025-01-15',
  support_tier: 'Premium',
  primary_contact: {
    first_name: 'John',
    last_name: 'Smith',
    email: 'john.smith@acme.com',
    phone: '+1-555-0123',
    preferred_channel: 'Email'
  }
});

// Check entitlements
const entitlements = await mcpClient.servicenow.entitlements.check({
  account_id: account.sys_id,
  product: 'Premium Support',
  service_type: 'Technical Support'
});

// Update case with resolution
await mcpClient.servicenow.cases.resolve({
  case_id: customerCase.sys_id,
  resolution_code: 'Solved',
  resolution_notes: 'Password reset completed. Customer confirmed access restored.',
  knowledge_used: articles.result[0].sys_id,
  customer_satisfaction: 5
});

// Create portal article
const portalArticle = await mcpClient.servicenow.portal.createArticle({
  title: 'How to Reset Your Password',
  summary: 'Step-by-step guide for password reset',
  body: '<h2>Password Reset Steps</h2>...',
  category: 'Account Management',
  tags: ['password', 'security', 'account'],
  audience: 'customers',
  publish: true
});

// Get case analytics
const metrics = await mcpClient.servicenow.analytics.getCaseMetrics({
  date_range: 'last_7_days',
  group_by: 'category',
  metrics: ['count', 'avg_resolution_time', 'csat_score', 'first_contact_resolution']
});

Common Use Cases​

Customer Support​

  • Multi-channel case management
  • Automated case routing
  • SLA compliance tracking
  • Customer communication

Self-Service Enablement​

  • Knowledge base management
  • Portal content creation
  • FAQ maintenance
  • Community forums

Account Management​

  • Customer 360 view
  • Entitlement tracking
  • Contract management
  • Relationship mapping

Performance Optimization​

  • Agent productivity
  • Quality assurance
  • Training identification
  • Process improvement

Security Best Practices​

  1. OAuth Security:

    • Use minimal required scopes
    • Implement token rotation
    • Monitor API usage
    • Set IP restrictions

  2. Data Protection:

    • Encrypt customer data
    • Implement PII masking
    • Audit data access
    • Use secure channels

  3. Access Control:

    • Role-based permissions
    • Customer data isolation
    • Agent authentication
    • Portal security

Troubleshooting​

Common Issues​

  1. Authentication Errors

    • Verify OAuth configuration
    • Check instance URL
    • Validate credentials
    • Review scope permissions

  2. Case Creation Issues

    • Check required fields
    • Verify entitlements
    • Review assignment rules
    • Validate categories

  3. Portal Problems

    • Check portal permissions
    • Verify content approval
    • Review widget configuration
    • Test authentication

Getting Help​