Set Up Unified Agent Workspace for ServiceNow

This guide describes how to onboard and configure the NiCE Unified Agent scoped application in one or multiple ServiceNow instances (organizations) integrated with a single NiCE CXone Business Unit. The configuration enables agents to handle voice and digital interactions directly within the ServiceNow workspace by using OpenFrame, Interaction Control, and External Routing.

By the end of this guide, your agents will be able to handle CXone interactions directly from the ServiceNow workspace, with full call control, presence synchronization, external routing, digital chat, and call-transcript capabilities.

Onboarding Overview

The onboarding process includes the following configuration tasks:

  • Application installation and setup: Install the required ServiceNow plugins, configure system properties, set up OpenFrame, and create inbound integration credentials.

  • ServiceNow user creation and role assignment: Create agent users and integration users in ServiceNow, and assign the required roles (such as sn_openframe_user, awa_agent, and integration-specific roles) to each user type to ensure proper access to OpenFrame, AWA queues, and API endpoints.

  • Connector creation: Create the NiCE CXone integration connector and the ServiceNow integration connector in Connections Hub to enable secure API communication.

  • External routing: Configure the NiCE credential store and Advanced Work Assignment (AWA) queues to route interactions from CXone to ServiceNow.

  • Channel mapping: Create NiCE Digital BYOC channels, map them to ServiceNow channels, and configure skills and permissions for digital interactions.

  • Presence sync: Enable and map agent presence states between CXone and ServiceNow so that agent availability synchronizes across both platforms.

  • Call transcript: Enable the Continuous Stream Transcription license, configure a transcription profile, and create a Studio script to display real-time call transcripts to agents.

  • CCCIF configuration – NiCE CXone: Update the ServiceNow Integration Connector in Connections Hub with the CCCIF inbound ID and token variables to enable digital message relay from CXone.

  • CCCIF configuration – ServiceNow: Create token verification and message authentication records, update the NiCE provider channel identity, configure trusted media domains, map presence states to the NiCE_Chat_Messaging service channel, and create digital queues.