Unified Experience from Genesys applications in ServiceNow - Query

sandeepchau — Thu, 16 Apr 2026 09:47:15 GMT

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?

Re: Unified Experience from Genesys applications in ServiceNow - Query

palanikumar — Thu, 16 Apr 2026 13:00:07 GMT

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.

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Unified Experience from Genesys applications in ServiceNow - Query

Re: Unified Experience from Genesys applications in ServiceNow - Query