Add Genesys Cloud Embeddable Component in ServiceNow

Administrators must first configure the CSM Configurable Workspace Experience within ServiceNow to incorporate Genesys Cloud Embeddable Components. Use ServiceNow UI Builder to integrate Genesys Cloud components into the workspace.

Create a configurable workspace experience in ServiceNow

  1. In ServiceNow, navigate to All > New Experience Framework > UI Builder.
  2. Select the Experience tab and click CSM/FSM Configurable Workspace.
  3. Choose an existing experience to modify or create an experience based on your requirements.
  4. Click Edit in original scope.
  5. In the UI Builder, choose an existing workspace page to modify or create a page for your requirements.
  6. To add components to your UI Builder page, see Customize UI Builder pages using components. There are different ways of adding a component to your page.
  7. To add a Genesys Cloud component to the page, search for Genesys in the component panel. The following components are available:
    • Queue Activation
    • Agent Stats
    • Station Selection
    • WEM Activity
    • Agent-Copilot
    • Scripter
  8. Configure the width and height of the component and the following properties as applicable for the component:
    • Scope ID – For the Agent Copilot component, bind the data with the sys_id of the interaction that comes in to the workspace.
    • Region – Enter the location of your Genesys Cloud org. Add only the region domain of the org. For example, usw2.pure.cloud.
       
      Genesys Cloud-Anmeldung AWS-Region Domäne
      Amerika (Kanada) Kanada (Kanada Zentral) apps.cac1.pure.cloud
      Amerika (Sao Paulo) Südamerika (Sao Paulo) apps.sae1.pure.cloud
      Amerika (USA Ost) US-Ost (N. Virginia apps.mypurecloud.de
      FedRAMP US East 2 (Ohio) apps.use2.us-gov-pure.cloud
      Amerika (USA West) US West (Oregon) apps.usw2.pure.cloud
      Asien-Pazifik (Mumbai) Asien-Pazifik (Mumbai) apps.aps1.pure.cloud
      Asien-Pazifik (Osaka) Asien-Pazifik (Osaka) apps.apne3.pure.cloud
      Asien-Pazifik (Seoul) Asien-Pazifik (Seoul) apps.apne2.pure.cloud
      Asien-Pazifik (Sydney) Asien-Pazifik (Sydney) apps.mypurecloud.com.au
      Asien-Pazifik (Tokio) Asien-Pazifik (Tokio) apps.mypurecloud.de
      EMEA (Dublin) EU (Irland) apps.mypurecloud.de
      EMEA (Frankfurt) EMEA (Frankfurt) apps.mypurecloud.de
      EMEA (London) EU (London) apps.euw2.pure.cloud
      EMEA (Zürich) EU (Zürich) apps.euc2.pure.cloud
      Naher Osten (UAE) Naher Osten (UAE) apps.mec1.pure.cloud
  9. To test the configuration, click Preview.
  10. To make the changes live, click Save and Publish.