Unified Experience from Genesys applications in ServiceNow - Query

sandeepchau
Tera Contributor

‎04-16-2026 02:47 AM

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? 

 

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2 REPLIES 2

palanikumar
Giga Sage

‎04-16-2026 06:00 AM

Hi,

Genesys can be integrated with both ITSM and CSM. It is not mandatory to have both, you can integrate with either of them. In your case ITSM is sufficient.

 

Thank you,
Palani

dheerajcts1
Tera Contributor

‎04-16-2026 01:25 PM

@sandeepchau , I agree with Palani. 

if you use only SOW workspace, you still can use the Genesys for call / chat routing.

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