Set up agents in ServiceNow

Ensure that users assigned as agents in the CSM Configurable Workspace have the appropriate roles. These roles are essential for:

  • Enabling agents to log into the workspace.
  • Allowing them to receive and handle work items from external sources, such as Genesys Queues.

Agents must also validate that they have all the required roles for full functionality within the CSM workspace.

To set up agents with appropriate roles:

  1. Inicie sesión en ServiceNow.
  2. Navigate to User Administration > Users.
  3. Search and open the record of the user that you want to set up.
  4. Ensure that the following roles are assigned to the user:
    • awa_external_user
    • awa_integration_user
    • awa_agent
    • agent_workspace_user
    • sn_customerservice.csm_workspace_user
    • sn_customerservice_agent
    • sn_openframe_user
    • interaction_agent

    If the roles are not assigned, click Edit and select the roles from Collection list and move them to Roles list.

  5. Click Save and then Update.

You can assign these roles to a group too if the agent is a member of the group.