Outreach Plugin in the ServiceNow Marketplace

Objective

This article provides information to ServiceNow Sales CRM admins on installing and using the Outreach app for the ServiceNow Marketplace. The app gives Sales CRM admins and sales managers native ServiceNow fields for Outreach call and meeting activity by extending ServiceNow's schema with pre-mapped fields for sequence attribution and Kaia AI meeting data.

Applies To

The Outreach-ServiceNow Sales CRM integration; ServiceNow admins managing Marketplace app installations.

Before You Begin

Requires an active Outreach-ServiceNow Sales CRM integration. Your ServiceNow instance must support the Callback and Touchpoint plugins (standard Sales CRM entitlements) — the Outreach app installs these automatically if they aren't already present.

Overview

Installing the Outreach app adds Outreach-specific fields to two ServiceNow tables: Call records (sequence name, sequence step number, to/from, phone number, and disposition) and Meeting records (Kaia AI recording link and summary). Once installed, your existing Outreach-ServiceNow sync automatically writes to these fields going forward — no separate setup is required.

Frequently Asked Questions

What does the Outreach app for the ServiceNow Marketplace do?
It's an app you install from the ServiceNow Marketplace that sets up dedicated fields on your Call and Meeting records for Outreach activity data — including which sequence and step drove a call, and Kaia AI meeting summaries and recordings.

Does this change how my existing Outreach-ServiceNow integration works?
No. Your existing Outreach-ServiceNow connection continues to work exactly as it does today. This app is additive — it gives that connection more fields to write into.

Do I need to configure anything after installing it?
No additional configuration is required on the Outreach side. If you want the new fields visible in a specific ServiceNow list or form, add them to that view — the app doesn't change your layouts automatically.

What ServiceNow plugins does this app require?
It depends on ServiceNow's Callback and Touchpoint plugins. If your instance doesn't already have them enabled, installing the Outreach app installs them automatically.