Integration between Servicenow CRM & Genesys Cloud is developed by appxconnect and supports Lightning platform and Genesys Cloud's platform APIs.

To begin configuring your integration between Servicenow and Genesys Cloud, you would require the following:

• Servicenow instance with Administrator privileges & Endpoint details.
• Configured setup of your Genesys Cloud account with administrator privileges.
  

Network Prerequisites

The following are the network prerequisites

• Whitelist appxconnect's Public IP (177.104.46.240, Port:443) at your firewall for unrestricted access to appxconnect for your user's browser (Same as that for Servicenow)
• Supported Browser : Google Chrome
  

Application Setting prerequsites

The following parameters of your Genesys Cloud Org are required to complete the integration flow:

• Queue ID & Campaign IDGenesys Cloud List of IDs of Queues and Campaigns ( Queue ID, Campaign ID) in Genesys Cloud Org for which you need to configure the integration for. Ex: Queue ID - 8cc2fa36-338b-445b-9f19-ca4224d444fb , Campaign ID - 7C49C841-13B5-4937-91DA-2E90AAC4A376

Pop-Up Configuration Prerequsites

The following parameters of your Servicenow CRM are required to complete the integration flow:

• Entity Details Entity Details (Customer Record) in Servicenow to associate a conversation with. Example - When an inbound call or a chat is received, which Entity needs to be Popped on the user screen ? (account, lead, contact or a custom Entity) 
    Required Details : Entity Name , Primary Key Attribute, Primary Key

   Ex: Entity Name: contact, Primary Key Attribute: fullname, Primary Key: contactid
• Related Entity Details Details of Related Entity. This is not mandatory and is required if there are multiple records associated with the Entity (Customer Record) and another related Entity is needed to identify the Customer Record in context. Example - A Phone number is associated with multiple Netflix accounts and the customer reaches out for a support query with one of their accounts. (Entity Name: phone, Related Entity: accountid) 
  Required Details : Entity Name , Primary Key Attribute, Primary Key, Collection-Valued Navigation Property.
  Ex- Related Entity Name: account, Primary Key Attribute: name, Primary Key: accountid, Collection-Valued Navigation Property: account_primary_contact
• Alternate Entity Details Alternate Pop-Up Options. When a customer record does not exist or does not match with the one queried, users are required to work on an alternate Entity Pop-up. This is not mandatory and is required if such a scenario needs to be addressed.
  Required Details :  Required Details : Related Entity Primary/Secondary, Entity Name , Entity Property name, Display name.
  Ex- Related Entity Name: contact, Entity name : incident, Entity Property name: customerid, Display Name: New Case

CTI Configuration Prerequisites

The following parameters of your Genesys Cloud Org and Servicenow are required to complete the integration flow:

• Genesys Cloud Call Search Parameter Call Search Parameter is the unique ID associated with a call conversation in Genesys Cloud that could be used to identify the customer record in Servicenow. For Queues, the Call Search Parameter is Phone , for Campaigns, the Call Search Parameter is Header Name of the leadlist associated to the Phone Number Column.
• Servicenow Call Search Parameter Servicenow Call Search Parameter is the property name in Servicenow entity with corresponding value equal to Genesys Cloud Call Search Parameter.
  Required Details : property name
  Ex- For a Queue, the Genesys Cloud Call Search Parameter is phone(Caller Phone number) and the Servicenow Call Search Parameter is telephone1 which is a property name in the Entity: contact.
• Genesys Cloud Chat Search Parameter Chat Search Parameter is the unique ID associated to a chat conversation in Genesys Cloud that could be used to identify the customer record in Servicenow. This could be any of the fields used to identify the customer before initiating the conversation like : Email ID, Order No that are received through the widget before initiating the Chat.
   Ex: context.email is the parameter that stores the Email ID as the uniqie identifier in Genesys Cloud.

The following Section provides a detailed step by step guide to setup your integration for Genesys Cloud & Servicenow.

Activation

Login as administrator in your Genesys Cloud account and under the integrations section search for appxconnect for Servicenow and click Install.

Once your request is approved, you will recieve an Email from appxconnect with the login details for appxconnect account and the ID. The integration will also be available under appstab in Genesys Cloud admin login.

Choose the App(from Appstab) and proceed with the setup wizard.

Servicenow Domain Address.

Enter your Servicenow domain address in the CRM Domain Address details and choose a CIF version for your Setup.

Configuring Integration flow

For every Campiagn and Workgroup, you can set a seperate integration flow with seperate set of rules such as - Specific CTI Pop, Specific set of Entities for search in Servicenow, Specific rules for Activity creation and Custom User fields for auto updation. 

Click Add to create a integration flow.

Select the group type to choose Queue / Campaign and enter the respective ID to start building the integration flow. 

Follow the setup guide and fill in the details to complete your integration.