Note - To download this app from the ServiceNow store, you will need an active subscription for the Genesys Cloud Connector purchased from Genesys.
Genesys Cloud Embeddable Framework and ServiceNow are seamlessly integrated through our new Genesys Cloud Connector, offering enhanced multi-channel contact center capabilities within CSM, ITSM and HRSD instances of ServiceNow. This integration ensures that the Genesys Cloud widget remains consistently visible and functional, irrespective of the active ServiceNow screen or view, enhancing the agent's interaction, case, and incident handling experience.
In CSM instances, the connector empowers users to create a new case or screen-pop existing ones as per customer requirements. Additionally, it enables the creation of interaction records for both inbound and outbound interactions. Likewise, for ITSM instances, the connector facilitates the creation of new incidents or screen-pops for existing incidents based on workflow specifications.
The connector leverages call data to swiftly access relevant ServiceNow details, whether it's about cases, incidents, interactions, or even custom entities. Upon answering the call, the participant data is instantly retrieved from Genesys Cloud and presented in the agent's UI.
Upon interaction completion, the connector seamlessly transfers ServiceNow incident/case data to Genesys Cloud, empowering customers to integrate this data with Genesys interactions and leverage Genesys reports for in-depth analysis.
The connector provides the option to click-to-dial using the Genesys Cloud widget to initiate outbound voice calls from a ServiceNow form.
· Genesys Cloud Widget in ServiceNow
· Contact Search
· Automated ServiceNow Interaction Creation and Screenpop
· Automated ServiceNow Case Creation and Screenpop
· Automated ServiceNow Incident Creation and Screenpop
· Service Now data update to Genesys IXN
· Click To Dial
-
Features
- Added support for finding a contact from custom participant data. The default lookup for the channel still runs alongside it, so a contact is returned when any configured mapping matches.
- Custom search now applies every mapping configured for a channel instead of only the first one.
- Improved agent presence sync when an agent has several ServiceNow tabs open, so presence stays accurate after switching tabs.
Bug fixes
- Fixed direct screen pop so it is evaluated before transfer handling, and falls back to the standard search when any of its participant data is missing or blank.
- Fixed an issue where screen pop could open an empty ServiceNow form when the target record details were invalid.
Genesys:
- Active Genesys Cloud Org
- Active Genesys Cloud Connector subscription
ServiceNow:
- List all plugins required: Open Frame Plugin
- List all system table permissions required: incident, customer_contact, sn_customerservice_case, interaction