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  • 1.  Genesys and Service now integration

    Posted 12-06-2025 01:06

    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 12-08-2025 06:58

    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 12-09-2025 04:22

    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 12-09-2025 07:15

    Hi Ashiesh and Stephan,

    Thank you for your help.

    Regards
    Nikhil



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

    Original Message


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