Add Genesys Cloud Embeddable Component in ServiceNow

Administrators must first configure the CSM Configurable Workspace Experience within ServiceNow to incorporate Genesys Cloud Embeddable Components. Use ServiceNow UI Builder to integrate Genesys Cloud components into the workspace.

Create a configurable workspace experience in ServiceNow

1. In ServiceNow, navigate to All > Now Experience Framework > UI Builder.
2. Select the Experience tab and click CSM/FSM Configurable Workspace.
3. Under Record page lists, select or create a record for your requirements.
4. If you are editing an existing record page, click Edit in original scope.
   Note: Ensure that there are no protection policies in place. If there are any protection policies in place, you must duplicate the record page and update its priority to ensure that the duplicate page displays in place of the existing record page.
5. To add components to your UI Builder page, see Customize UI Builder pages using components. There are different ways of adding a component to your page.
6. To add a Genesys Cloud component to the page, search for Genesys in the component panel. The following components are available:
   • Queue Activation
   • Agent Stats
   • Station Selection
   • WEM Activity
   • Agent Copilot
   • Scripter
7. Configure the width and height of the component and the following properties as applicable for the component:
   • Scope ID – For the Agent Copilot and Scripter component, bind the data with the sys_id of the interaction that comes in to the workspace.
   • Region – Enter the location of your Genesys Cloud org. Add only the region domain of the org. For example, usw2.pure.cloud.
     
     Genesys Cloud Region URLClick to expand
8. To test the configuration, click Preview.
9. To make the changes live, click Save and Publish.