Configuration overview

Create multi-trigger, multi-step sequences using the Customer Engagement Sequences application so that sales representatives can engage with prospective leads or customers on outreach-related activities in an organized format. Build telesales workflows using schedule call activity and decision nodes. Integrate with platforms such as Amazon Connect to enable outbound calling from the sequence task.

1. Install Customer Engagement Sequences

   You can install the Customer Engagement Sequences application (com.sn_crm_sequence) if you have the admin role. The application installs related ServiceNow® Store applications and plugins if they are not already installed.

2. Grant delegated developer permissions for managing sequences

   Assign delegated developer roles to designated Customer Engagement Sequences users so they can create and manage sequences without needing a system admin role.

3. View feature availability and compatibility information

   Which features are supported in Customer Engagement Sequences is determined by combinations of the ServiceNow AI Platform, Playbooks in Workflow Studio, and the Customer Engagement Sequences app version. Review the feature availability and compatibility information to make informed decisions during upgrades or deployments and take advantage of optimal functionality.

What to do next

Drive personalized outreach by creating customer engagement sequences that automate timely, relevant interactions, ideal for nurturing leads, onboarding clients, or reengaging inactive customers.