Hi Folks,
I have a quick question regarding Unified Experience from Genesys applications in ServiceNow,
what are the pre-reqs for this integration. there is mix of CSM and ITSM i see hence need clarity.
So basically i want to know if CSM is must have? or ITSM is good and gives same functionality.
Logically it should.
Service Operations (ITSM) Workspace
- ITSM Configurable Workspace (7.1)
- ServiceNow Voice for ITSM (4.0)
- Dependency on: ServiceNow CTI Core (sn_cti_core)
- Openframe (sn_openframe)
- Advanced Work Assignment (com.glide.awa)
- Advanced Work Assignment – External Routing Support (com.glide.awa.external)
- Contact Center Integration Core (sn_ct_ctr_it_core)
- Interaction Control Component (sn_int_control)
- Sn-timer (sn_timer) – Automatically installed
- IntegrationHub Starter or above (com.glide.hub.integration)
My env have only ITSM, there is no CSM, can i still use this experience fully?
