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 Region URLClick to expand

     Genesys Cloud region	AWS region	Domain
     Americas (Canada)	Canada (Canada Central)	apps.cac1.pure.cloud
     Americas (Sao Paulo)	South America (Sao Paulo)	apps.sae1.pure.cloud
     Americas (US East)	US East (N. Virginia)	apps.mypurecloud.com
     FedRAMP	US East 2 (Ohio)	apps.use2.us-gov-pure.cloud
     Americas (US West)	US West (Oregon)	apps.usw2.pure.cloud
     Asia Pacific (Mumbai)	Asia Pacific (Mumbai)	apps.aps1.pure.cloud
     Asia Pacific (Osaka)	Asia Pacific (Osaka)	apps.apne3.pure.cloud
     Asia Pacific (Seoul)	Asia Pacific (Seoul)	apps.apne2.pure.cloud
     Asia Pacific (Sydney)	Asia Pacific (Sydney)	apps.mypurecloud.com.au
     Asia Pacific (Tokyo)	Asia Pacific (Tokyo)	apps.mypurecloud.jp
     EMEA (Dublin)	EU (Ireland)	apps.mypurecloud.ie
     EMEA (Frankfurt)	EU (Frankfurt)	apps.mypurecloud.de
     EMEA (London)	EU (London)	apps.euw2.pure.cloud
     EMEA (Zurich)	EU (Zurich)	apps.euc2.pure.cloud
     Middle East (UAE)	Middle East (UAE)	apps.mec1.pure.cloud

9. To test the configuration, click Preview.
10. To make the changes live, click Save and Publish.