Hi,Unsure if you're still dealing with this but in case anyone else is the video below is super useful for this sort of thing. I'm unsure if you could get this to work directly with an SSO setup as I don't see any tokens listed for it in ServiceNow, ...

Hi, I just ran into a similar thing and I would recommend checking out this post. I found that installing the playbooks for customer service management was enough for me but if you do need to manually add a tab to the page that post will show you how...