OAuth client permissions for ServiceNow integration

AI-generated summary

Genesys Cloud requires an OAuth client to enable secure integration with ServiceNow for the Unified Experience, functioning as an intermediary that facilitates secure resource access between the two platforms. The OAuth client must be configured with specific minimum permissions across multiple functional areas: all permissions under Conversation and Messaging categories, Integration > cxCloudSN permissions for Add/Edit/View/Delete operations, Conversation > messageImpersonation > Create, and Conversation > messageMediaImpersonation > Create. These permissions enable the OAuth client to manage conversations, handle messaging operations, and perform full lifecycle management of the cxCloudSN integration within Genesys Cloud. The configured OAuth client serves as the secure intermediary providing authorized access to required resources for the Unified Experience integration between Genesys Cloud and ServiceNow.

Create OAuth client in Genesys Cloud for Unified Experience from Genesys and ServiceNow integration. At a minimum, the roles that you assign to the client credentials grant for the OAuth client must have the following permissions in Genesys Cloud:

All permissions under Conversation
All permissions under Messaging
Integration > cxCloudSN – Add
Integration > cxCloudSN – Edit
Integration > cxCloudSN – View
Integration > cxCloudSN – Delete
Conversation > messageImpersonation – Create
Conversation > messageMediaImpersonation – Create

The OAuth client serves as the intermediary between your Genesys Cloud and ServiceNow providing secure access to the required resources. To configure the OAuth settings in Genesys Cloud, see Configure OAuth client for ServiceNow integration.

For more information, see Create an OAuth client.

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