Requirements for Unified Experience from Genesys and ServiceNow integration

AI-generated summary

Genesys Cloud integrates with ServiceNow through a Unified Experience package that enables automated case creation and unified data sharing between platforms while supporting flexible deployment architectures. The integration requires ServiceNow per-user licenses, Genesys Cloud CX 1 or later licenses, and current web browsers (Chrome, Firefox, or Microsoft Edge), with authentication secured through public-private key pair configuration. Administrative users must possess specific Genesys Cloud permissions for the cxCloudSN and cxCloudSNWrapUp integration objects, including Add, Edit, View, and Delete capabilities. ServiceNow workspace prerequisites vary by deployment type and use case requirements. Customer Service Management (CSM) implementations require CSM Configurable Workspace, Openframe, Advanced Work Assignment with external routing support, Customer Central, Interaction Control Component, IntegrationHub Starter, and sn-timer. Information Technology Service Management (ITSM) deployments require ITSM Configurable Workspace 7.1, ServiceNow Voice for ITSM 4.0, ServiceNow CTI Core, and Contact Center Integration Core. Human Resources case management utilizes HR Agent Workspace with Openframe, Advanced Work Assignment variants, Customer Central, Interaction Control Component, and IntegrationHub Starter. The integration architecture supports deployment flexibility, particularly for voice-only scenarios where ITSM can be installed independently without CSM Workspace requirements, enabling organizations to implement contact center voice capabilities without requiring full customer service management functionality. HR Case Routing requires additional configuration including cross-scope access records in sys_scope_privilege to enable read operations on HR case, case operations, and task tables. Restricted Caller Access (RCA) records must be configured with source-side and target-side approvals for scope-level access and specific HR field operations. The security_admin role is required for record approval in ServiceNow. Documentation and support resources are available, including Unified Experience , OAuth client permissions configuration, application installation procedures, wrap-up code administration, and release notes, with user feedback mechanisms for continuous improvement

To ensure a successful integration and installation of the Unified Experience from Genesys and ServiceNow package, the following prerequisites must be met:

ServiceNow licenses
Per-user licenses for Genesys Cloud (Genesys Cloud CX 1 or later)
An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge)
A public-private key pair for secure communication and authenticate requests between Genesys Cloud and ServiceNow
Add the following permissions in Genesys Cloud for the ServiceNow integration:
- Integration > cxCloudSN > Add
- Integration > cxCloudSN > Edit
- Integration > cxCloudSN > View
- Integration > cxCloudSN > Delete
- Integration > cxCloudSNWrapUp > Add
- Integration > cxCloudSNWrapUp > View
- Integration > cxCloudSNWrapUp > Edit
- Integration > cxCloudSNWrapUp > Delete

Requirements in the ServiceNow workspace

Ensure that the following applications and plugins are installed in the supported ServiceNow workspaces accordingly:

CSM Configurable Workspace (sn_csm_wrkspc)
- Openframe (sn_openframe)
- Advanced Work Assignment (com.glide.awa)
- Advanced Work Assignment – External Routing Support (com.glide.awa.external)
- Customer Central (sn_customercentral)
- Interaction Control Component (sn_int_control)
  - Sn-timer (sn_timer) – Automatically installed
- IntegrationHub Starter (com.glide.hub.integration)
Service Operations (ITSM) Workspace
- ITSM Configurable Workspace Service Operations Workspace (sn_sow_itsm_cont)
- ServiceNow Voice for ITSM (4.0)
  - Dependency on: ServiceNow CTI Core (sn_cti_core)
- Openframe (sn_openframe)
- Advanced Work Assignment (com.glide.awa)
- Advanced Work Assignment – External Routing Support (com.glide.awa.external)
- Contact Center Integration Core (sn_ct_ctr_it_core)
- Interaction Control Component (sn_int_control)
  - Sn-timer (sn_timer) – Automatically installed
- IntegrationHub Starter or above (com.glide.hub.integration)
- IT Service Management (com.glideapp.itil)
  Note: IT Service Management is required as it provides the incident table and core ITSM functionality used by incident routing.
Agent Workspace for HR Case Management
- HR Agent Workspace (sn_hr_agent_ws)
- Openframe (sn_openframe)
- Advanced Work Assignment (com.glide.awa)
- Advanced Work Assignment – External Routing Support (com.glide.awa.external)
- Customer Central (sn_customercentral)
- Interaction Control Component (sn_int_control)
  - Sn-timer (sn_timer) – Automatically installed
- IntegrationHub Starter (com.glide.hub.integration)
- Human Resources Core (sn_hr_core)
  Note: Human Resources Core is required as it owns the HR case and HR task tables used for routing. Without this application, the required HR routing tables are not available. HR case routing requires cross-scope access and restricted caller access approvals for the HR tables used by routing and case lookup operations.

Additional requirements for HR Case Routing

Add the following cross-scope access records in sys_scope_privilege:

Source scope	Target scope	Operation	Type	Target Table
x_inics_genesys	sn_hr_core	read	Table	sn_hr_core_case
x_inics_genesys	sn_hr_core	read	Table	sn_hr_core_case_operations
x_inics_genesys	sn_hr_core	read	Table	sn_hr_core_task

Add the required RCA records in a second table:

Area	Scope owner	Operation	Target	Status
Source-side RCA	x_inics_genesys	read	sn_hr_core scope access	Allowed
Target-side RCA	sn_hr_core	read	Scope-level access	Allowed
Target-side RCA	sn_hr_core	read	sn_hr_core_case_operations, short_description, description, number	Allowed

Note: Additional target-side RCA approvals appear dynamically if more HR fields are accessed. As required, review and approve any new requested records. To approve the records, you require the security_admin role in ServiceNow.

Note: In voice-only scenarios, ITSM can be installed and used independently, without requiring the CSM Workspace.

[NEXT] Was this article helpful?

Get user feedback about articles.