1. Click Admin.
2. Under Contact Center, click ACD Skills. The Manage ACD Skills page opens.
3. Click Menu > User Management > ACD Skills and Languages.
4. From the Category list, select the category under which you want the skill to be organized:
   • Languages – For example, an agent who speaks or comprehends Japanese and can assist Japanese-speaking callers.
   • Skills – For example, if an agent is highly competent in warranty specifications, they can be a first choice when the system routes warranty calls to agents.
5. Select Add Skill. The Add Skill dialog box opens.
6. In the New ACD Skill text box, type the name of the skill you want to add.

For more information, see Add an ACD skill.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. Click Menu > User Management > Queues.
4. Click Create Queue. 
5. In the Name box, type a name that is unique to the queue. 
6. Click the Division list and follow these steps:
   Note: If you do not type anything in the search list, the first 10 divisions appear by default.
   
   
   1. Begin typing the first few letters of the division in which you want to place the queue.
   2. To locate the required division, scroll through the list of available divisions.
   3. Select the appropriate division from the list.
7. To copy the configuration and membership from an existing queue, under Copy settings and members from, search for and select an existing queue.
   Note: You can edit the new queue’s membership and settings after you copy the existing configuration.
8. Click Save. The queue configuration opens to the General tab.

For more information, see Create queues.

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. Click Menu > User Management > Queues.
4. Select the queue that you created.
5. In the General tab, select the After Call Work list. You can select any of the options except for Agent Requested as the ServiceNow UI cannot support this request. For more information, see Wrap-up code administration.
6. Set the after call timeout.
7. Click Save.

For more information, see Create and configure queues.

Before you set up the agents, ensure that you create a custom role with the following permissions:

• Integration > cxCloudSN – Add
• Integration > cxCloudSN – Edit
• Integration > cxCloudSN – View
• Integration > cxCloudSN – Delete
• Outbound > Contact > View
• Outbound > Contact > Edit
• Outbound > DNC > Add
• All permissions under Messaging
• All permissions under Conversation

Also, add the following existing default roles to the agent when you create them:

• employee 
• Agent  
• Communicate – User
• Outbound Agent

To add an agent:

1. Click Admin.
2. Under People  and Permissions, click People.
3. Click Menu > User Management > Users.
4. Click Add Person. The Add People to the Organization dialog box opens.
5. Click the Person tab.
6. (Required) Complete the Full Name and Email fields. 
7. (Required) Under Division, click Home, and select the division in which to place the user.
8. (Optional) To enter additional information, click Optional Fields. 
   Note:  The Manager field is optional but recommended. Genesys Cloud uses manager assignments to create hierarchy views.
9. (Optional) To add the person to a queue, do the following:
   1. Under Assign Queues, begin typing the first few letters of the queue.
   2. Select it from the list.
   3. Repeat steps a-b for each additional queue to which to add the person. 
10. (Optional) To add roles for the person, do the following:
    1. Under Assign Roles, begin typing the first few letters of the role.
    2. Select it from the list.
    3. Repeat steps a-b for each additional role to assign. 
11. Send the invite automatically by selecting Send invite now. 
    Note:  The people you add cannot join Genesys Cloud until they receive an invite. If you don’t do this action now, remember to do it later.
12. Click Create.

After adding the agent, you can edit the persons in Genesys Cloud and add the skills that you have created for ServiceNow integration. For more information, see Assign multiple skills to users.

For more information, see Add a person to the organization.

1. Click Admin.
2. Under Directory, click Groups.
3. Click Menu > User Management > Groups.
4. Click the General tab.
5. Click Add General Group.
6. In the Name box, type the name as you want it to appear in profiles and search results.
7. From the Type list, select Official.
8. From the Visibility list, select who can find the group:
   
   • Public: Anyone can find the group. 
   • Members Only: Only members of the group can find the group. 
   • Owners Only: Only the owners of the group can find the group.
     Notes:
     

     • If you enable the Include Owners setting, newly added owners become individual members of the group. If you disable Include Owners, newly added owners do not become individual members of the group and the Group Visibility setting applies.
     • The Group Visibility setting does not apply to users with the Directory > PrivateGroup > View; these users can view all groups, regardless of visibility setting.
9. Click Save.

For more information, see Create a group.

To add users to the group:

1. Open the new group that you created.
2. Click Edit.
3. Enter the name of the user in the Add Individual box and select to add the user.
4. Click Save to add the users to the group.

To add roles to the group:

1. Open the new group that you created.
2. Click Edit.
3. Select the Roles tab.
4. Turn on the Enable Roles toggle switch.
5. Click Assign Roles. All the available roles in the org are displayed.
6. Turn on the toggle switch for the following roles:
   • employee
   • Agent
   • Communicate – User
   • Outbound Agent
   • A custom role created with the following permissions:
     • Integration > cxCloudSN – Add
     • Integration > cxCloudSN – Edit
     • Integration > cxCloudSN – View
     • Integration > cxCloudSN – Delete
     • Outbound > Contact – View
     • Outbound > Contact – Edit
     • Outbound > DNC – Add
     • All permissions under Messaging
     • All permissions under Conversation
7. Click Save.