customerRecordMapping and caseRecordMapping populate fields on a newly created customer or case record from call data, for example caller_id={ani};u_cisco_queue={QueueName}.
Checked 2026-09-30
- Vendor
- Cisco
- Product
- Webex Contact Center ServiceNow connector
- Subsystem
- screen pop
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Integrate Webex Contact Center with ServiceNow (Version 2-New) — Cisco Webex Help Center · tier 2 current vendor documentation · Openframe Configuration property customizations, customerRecordMapping and caseRecordMapping rows
Cite this note
APA
WarmTransfer. (2026, September 30). Setting up the Webex Contact Center connector for ServiceNow: source note wxcc-servicenow-setup-new-record-mappings. WarmTransfer. https://warmtransfer.net/knowledge/claims/wxcc-servicenow-setup-new-record-mappings
BibTeX
@misc{warmtransfer-claim-wxcc-servicenow-setup-new-record-mappings,
title = {Setting up the Webex Contact Center connector for ServiceNow: source note wxcc-servicenow-setup-new-record-mappings},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/wxcc-servicenow-setup-new-record-mappings},
note = {Source note wxcc-servicenow-setup-new-record-mappings, checked 2026-09-30}
}