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CCaaS Documentation

ServiceNow Knowledge Connect - Genesys

Installation Steps: ServiceNow

Section titled “Installation Steps: ServiceNow”

Install the SN KM API Plugin in ServiceNow

Section titled “Install the SN KM API Plugin in ServiceNow”
  1. Go to Application Manager.
  2. Search for sn_km_api plugin.
  3. Download and install it

Verify CORS Configuration

Section titled “Verify CORS Configuration”
  1. Go to CORS Rules
  2. Configure:
  • Name: Genesys Cloud - Knowledge Connect - ORG
  • REST API: Knowledge Management REST API [sn_km_api/knowledge]
  • Domain: https://apps.cac1.pure.cloud
  • Active: true

Create the OAuth Application

Section titled “Create the OAuth Application”
  1. Navigate to Application Registry.
  2. Select Create OAuth for external clients.
  3. Configure:
  • Name: Genesys Cloud - Knowledge Connect - ORG
  • Client Type: Integration as a Service
  • OAuth Application User: must add an integration user
  • Auth Scope: useraccount

Installation Steps: Genesys Cloud

Section titled “Installation Steps: Genesys Cloud”

Configure Genesys Cloud Integration

Section titled “Configure Genesys Cloud Integration”
  1. Go to Integrations → search ServiceNow - Knowledge Connect
  2. Install.
  3. Configure:
  • Name: ServiceNow - Knowledge Connect ENV
  • Client ID: from ServiceNow OAuth
  • Client Secret: from ServiceNow OAuth
  • Username: integration.user@email.com
  • Password: user’s password
  • Base URL: {instance}.service-now.com
    1. Save & Activate

Create the Knowledge Source

Section titled “Create the Knowledge Source”
  1. Go to Knowledge → Sources.
  2. Select or create Knowledge Base
  3. Add a source
  4. General Setting:
  • Source Name: ServiceNow ENV
  • Choose sync type
  • Integration Provider: select integration provider from the previous step
    1. Content Selection:
  • Knowledge Base: when integration is successful, a list of KB will be accessible
  • Content selection: whether all articles should be imported or only selected categories
  • Resource base URL: {instance}.service-now.com
    1. Add Source

Troubleshooting Notes / Observations

Section titled “Troubleshooting Notes / Observations”

Issue: “Request get knowledge bases failed”

Section titled “Issue: “Request get knowledge bases failed””

Cause:

Section titled “Cause:”
  • Restricted access to Knowledge Bases
  • ServiceNow roles/user criteria preventing visibility
  • OAuth app missing required scope
  • OAuth integration user don’t have permissions
  • OAuth integration type

Fix:

Section titled “Fix:”
  • Adjust OAuth scope
  • Make KB public (if required)

Issue: Articles Missing / Incorrect Article Count

Section titled “Issue: Articles Missing / Incorrect Article Count”

Likely Causes:

Section titled “Likely Causes:”
  • Articles not public
  • Draft/unpublished states
  • User criteria limiting access
  • Expired article