During an inbound or outbound call, the integration tracks if the other party on the call is an existing ServiceNow user by searching the database. On finding a single matching record, the integration presents the record for you to preview and prepare for the phone conversation. This process of locating historical records and displaying them for your reference is referred to as screen pop.
Note: In your integration Settings , screen pop is enabled by default under Integrations > ServiceNow.
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