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  • 1.  Genesys and Service now integration

    Posted 22 days ago

    Hi Team, Good Day,


    I need assistance with integrating Genesys Cloud CX and ServiceNow.
    Additionally, I want to create cases and embed the Genesys WebRTC phone within ServiceNow.
    I plan to use Web Services Data Actions for the ServiceNow integration.
    Could someone please provide me with a roadmap?

    Thank you


    #CommunityQuestions(Contest,Community,etc.)

    ------------------------------
    Nikhil Mokhashi
    ------------------------------


  • 2.  RE: Genesys and Service now integration

    Posted 20 days ago

    Good Day Nikhil.

    Hope you are doing well.

    Do you require someone to assist with the integration setup, or just the steps on how to achieve this?

    I would recommend having a look at the below articles to start with, hopefully this can help.

    https://help.mypurecloud.com/articles/about-unified-experience-from-genesys-and-servicenow/

    This was also posted on the community previously - https://community.genesys.com/discussion/data-action-for-servicenow-integration

    Regards

    Stephan



    ------------------------------
    Stephan Taljaard
    NA
    ------------------------------

    Original Message


  • 3.  RE: Genesys and Service now integration

    Posted 19 days ago

    Hi Nikhil,

    In order to integrate Genesys Cloud CX with ServiceNow using Web Services Data Actions and ServiceNow's REST APIs.
    The steps in brief are - : set up OAuth >> build Data Actions to create/update cases >> and then embed the Genesys WebRTC phone in ServiceNow via the Unified Experience integration.
    Hope this helps.
    thanks



    ------------------------------
    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
    ------------------------------

    Original Message


  • 4.  RE: Genesys and Service now integration

    Posted 19 days ago

    Hi Ashiesh and Stephan,

    Thank you for your help.

    Regards
    Nikhil



    ------------------------------
    Nikhil Mokhashi
    ------------------------------

    Original Message


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