Integrate BeyondTrust with ServiceNow CSM

Customer service organizations using ServiceNow and the ServiceNow Customer Service Management (CSM) application can integrate with BeyondTrust Remote Support to improve service levels, centralize support processes, and strengthen compliance. Features of the Remote Support Remote Support and ServiceNow CSM integration are summarized below.

  • Outbound Support Sessions: Technicians can launch Remote Support sessions from within ServiceNow Case records using the Generate Session Key button.
  • Session Updates: Remote Support session data is written back to ServiceNow Cases. This includes chat transcripts and basic Remote Support session information, which is written to the Case's work notes.
  • Automatic Case Creation: Cases can be automatically or manually created or associated with an ongoing Remote Support session, and linked to the session for session updates at the conclusion of the session. By default, the auto-create functionality is disabled and not available to users of the integration. There is no additional cost to customers who wish to use the feature.