Install the Unified Experience from Genesys applications in ServiceNow

Prerequisites

Ensure that the following applications and plugins are installed in ServiceNow:

  • Customer Service Management (CSM) application (com.sn_customerservice)
    • 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)

Genesys provides the following two applications from the ServiceNow store:

  • Unified Experience from Genesys – Core version 1.0.0 (x_inics_gen_core)
  • Unified Experience from Genesys version 1.1.0 (x_inics_genesys)

To install the applications in a ServiceNow instance:

  1. Get approval from Genesys to install the applications.
  2. After approval, download the applications from the ServiceNow store.
  3. Install the applications from the Application Manager in ServiceNow. For more information about installing an application in ServiceNow, see Install a ServiceNow Store application.

The Unified Experience from Genesys application depends on the Unified Experience from Genesys – Core application. Hence, it is required to install the core application to install the Unified Experience from Genesys application.

For more information, see About Unified Experience from Genesys and ServiceNow.