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.