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Requirements for Unified Experience from Genesys and ServiceNow integration

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

Requirements in ServiceNow workspace

Ensure that the following applications and plugins are installed in the ServiceNow workspace 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 (7.1)
    • 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)
Note: In voice-only scenarios, ITSM can be installed and used independently, without requiring the CSM Workspace.