Kentico - ServiceNow Integration and Automation

Common Integration Use Cases Between Kentico and ServiceNow

1. Publish Service Catalog and Support Content from ServiceNow into Kentico

Data flow: ServiceNow to Kentico

ServiceNow can feed approved service catalog items, knowledge articles, and support FAQs into Kentico so customers and employees can access accurate self-service content from the public website or intranet. This reduces case volume by making service information easier to find and keeps content aligned with IT and operations teams.

• Automatically publish new or updated knowledge articles after approval in ServiceNow
• Expose service request forms from ServiceNow on Kentico pages
• Keep content synchronized so website visitors always see current support information

2. Create ServiceNow Cases from Kentico Web Forms

Data flow: Kentico to ServiceNow

Kentico forms can capture customer inquiries, complaints, or technical issues and create incidents or cases in ServiceNow for faster routing and resolution. This improves response times and ensures website-submitted requests enter the correct operational workflow without manual rekeying.

• Route form submissions to the right ServiceNow assignment group based on issue type
• Attach customer context such as page visited, campaign source, or product interest
• Trigger acknowledgements and SLA tracking immediately after submission

3. Sync Customer and Account Data for Personalized Support Experiences

Data flow: Bi-directional

Integrating customer profile data from ServiceNow with Kentico enables more relevant digital experiences, such as showing tailored support content, account-specific notices, or service status messages. In return, Kentico can provide campaign and engagement data to ServiceNow so agents have better context during case handling.

• Display personalized support resources based on customer tier, region, or open cases
• Share account and contact updates between systems to reduce duplicate records
• Give service agents visibility into recent website interactions and campaign engagement

4. Automate Incident Escalation from Kentico Digital Channels

Data flow: Kentico to ServiceNow

When users submit high-priority issues through Kentico chat, forms, or campaign landing pages, the integration can create prioritized incidents in ServiceNow and escalate them based on business rules. This is useful for outages, urgent customer complaints, or VIP requests that need immediate attention.

• Flag submissions containing outage keywords or critical product references
• Assign incidents to major incident management workflows in ServiceNow
• Notify support managers and on-call teams automatically

5. Close the Loop on Service Requests with Status Updates in Kentico

Data flow: ServiceNow to Kentico

ServiceNow can send case or request status updates back to Kentico so customers or employees can check progress without contacting support. This improves transparency, reduces follow-up calls, and lowers pressure on service desks.

• Show request status such as received, in progress, awaiting customer, or resolved
• Publish resolution notes or next steps on secure customer portals
• Update users automatically when a ticket reaches key milestones

6. Coordinate Marketing and Service Communications During Incidents

Data flow: Bi-directional

When ServiceNow identifies a major incident or planned maintenance event, Kentico can be used to publish banners, alerts, and landing pages that inform customers quickly. Kentico campaign performance data can also help ServiceNow teams understand how many users viewed the notice and whether additional communication is needed.

• Trigger website alerts from major incident records in ServiceNow
• Publish maintenance notices to specific customer segments in Kentico
• Track engagement with incident communications for operational reporting

7. Improve Case Resolution with Content and Asset References

Data flow: Kentico to ServiceNow

Kentico-managed product documentation, how-to guides, and campaign assets can be linked into ServiceNow knowledge workflows so agents can resolve issues faster and with consistent messaging. This is especially valuable for support teams handling product launches, promotions, or complex service offerings.

• Attach relevant product pages or documentation to ServiceNow cases
• Recommend approved content based on issue category or product line
• Ensure support teams use the same content source as customer-facing channels

8. Capture Service Feedback and Satisfaction Data for Digital Optimization

Data flow: ServiceNow to Kentico

ServiceNow survey results, case outcomes, and satisfaction scores can be sent to Kentico to help digital teams improve content, navigation, and self-service journeys. This creates a feedback loop between service operations and digital experience teams so website improvements are based on real support data.

• Identify pages or journeys that generate high support volume
• Use case trends to prioritize new FAQs and self-service content
• Measure whether content changes reduce incident creation over time