Integration between Servicenow CRM & Genesys PureConnect is developed by appxconnect and supports Lightning platform and Genesys PureConnect’s ICWS APIs.

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

• Servicenow instance with Administrator privileges & Endpoint details.
• Configured setup of your Genesys PureConnect Setup 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)
• Reverse Proxy details of your Genesys PureConnect Setup (how to configure Reverse proxy can be found here)
• Supported Browser : Google Chrome
  

Application Setting prerequsites

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

• Workgroup Name & Campaign ID List of Campaigns IDs and Workgroup names in Genesys PureConnect for which you need to configure the integration for. Ex: Workgroup name - Customer Support , Campaign ID - 7C49C841-13B5-4937-91DA-2E90AAC4A376

Pop-Up Configuration Prerequsites

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

• Genesys PureConnect Call Search Parameter Call Search Parameter is the unique ID associated with a call conversation in Genesys PureConnect that could be used to identify the customer record in Servicenow. For workgroups, the Call Search Parameter is Eic_RemoteId , for Campaigns, the Call Search Parameter is Header Name of the leadlist associated to the Phone Number Column with prefix “is_attr".". 
• Servicenow Call Search Parameter Servicenow Call Search Parameter is the property name in Servicenow entity with corresponding value equal to Genesys PureConnect Call Search Parameter. 
  Required Details : property name
  Ex- For a workgroup, the Genesys PureConnect Call Search Parameter is Eic_RemoteID (Caller Phone number) and the Servicenow Call Search Parameter is telephone1 which is a property name in the Entity: contact.
• Genesys PureConnect Chat Search Parameter Chat Search Parameter is the unique ID associated with a chat conversation in Genesys PureConnect 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: Webtools_ChatEmailId is the parameter that stores the Email ID as the unique identifier in Genesys PureConnect.
• Servicenow Chat Search Parameter Servicenow Chat Search Parameter is the property name in Servicenow entity with corresponding value equal to Genesys PureConnect Chat Search Parameter. 
  Required Details : property name
  Ex- emailaddress1 is the property name in the Entity contact that corresponds to Webtools_ChatEmailId value in Genesys PureConnect.

Activity & Auto Updation

Activity Entity Name for Call The name of the Activity Entity in Servicenow in which data from Genesys PureConnect related to the call conversation such as Call Duration, Phone Number, Conversation ID, Disposition, Call Direction and Call notes need to be auto updated.

Required Details : Activity Entity Name

Ex- phonecall is an Activity Entity name in Servicenow.

Activity Entity Name for Chat The name of the Activity Entity in Servicenow in which data from Genesys PureConnect related to the chat conversation such as Conversation ID, Disposition, and notes need to be auto updated.

Required Details : Activity Entity Name

Ex- webchat is an Activity Entity name in Servicenow.

Auto Updation

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

• Activity Entity Property name The property name in Activity Entity into which data from Genesys PureConnect need to be auto updated.
  Required Details : property name

  Ex- description is the property name in the Activity Entity webchat into which the data from notes in Genesys PureConnect is to be auto updated. 

  Ex- duration is the property name in the Activity Entity phonecall into which the data from callduration in Genesys PureConnect is to be auto updated. 

User Input Form & Auto Updation

A Custom User Input field allows users to input data while on a conversation. The collected data can be auto updated into Servicenow customer records.

• Data Label The identifier for the data to be input by the user.
  Ex- Does the Customer Own a House ? 
• Data Type The data type of the user input can be of type : Boolean, String, Integrer, Option Select or Lookup.
  Ex- Does the Customer Own a House ? 
• Activity Entity Property Name The property name in Activity Entity into which data from the user input need to be auto updated.The 
  Ex- Lable Name:  Does the Customer Own a House ?, Datatype : Boolean with Options: Yes and No ; ownshouse is the property name in the Entity phonecall. 

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

Activation

Login as administrator in your Genesys PureConnect 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 PureConnect 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 Dynamics, 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 Workgroup / 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.