Permissions & License Requirements

Complete the following Tenant Management (TM), role-level, and user-level permission and license checks before starting the installation.

CXOne Onboarding Permissions Matrix for NiCE Unified Agent

This document consolidates the TM-level, role-level, and user-level permissions required across the ServiceNow NICE CXone onboarding and scoped application configuration guides.

Please refer Applies To column while enabling the license and permission. If you are not going to use Digital features then don't enable digital related license and permissions.

TM-Level Permissions

After you enable TM-level features, allow time for changes to sync to UserHub before you proceed with role-level configuration.

Enable these items in Tenant Management before configuring the related ServiceNow integration feature.

Permission / Feature	Where to Enable	Required For	Applies To
Mpower SNOW Agent	Tenant Management → Applications & Features → ACD Configure	ServiceNow Onboarding / SNOW Agent configuration	Voice & Digital
Contact Handling → Chat	Tenant Management → Applications & Features → ACD Configure	SNOW Agent — Channel Mapping Configuration	Digital
Continuous Stream Transcription	Tenant Management → Applications & Features → ACD Configure	Call Transcript Configuration Guide (ServiceNow)	Voice
Connections Hub	Tenant Management → Applications & Features	ServiceNow NICE CXone Connector Creation	Voice & Digital
Connections Hub → CXone Studio → Connect Auth	Tenant Management → Applications & Features → CXone Studio → Connect Auth	ServiceNow NICE CXone Connector Creation	Voice & Digital
Connections Hub → CXone Studio → Connect Request	Tenant Management → Applications & Features → Connections Hub → CXone Studio → Connect Request	ServiceNow NICE CXone Connector Creation	Voice & Digital
Connections Hub → UCAAS Integrations → Presence Connect	Tenant Management → Applications & Features → Connections Hub → UCAAS Integrations → Presence Connect	SNOW Agent — Presence Sync Configuration	Voice & Digital

Role-Level Permissions

Access Key Permissions

Path: UserHub → Admin → Roles & Permissions → such as Administrator, Manager, or Agent → Permissions tab

Permission Section	Permissions to Enable	Required For	Applies To
Access Key	View, Create, Edit, Delete	Connector Creation; External Routing and NICE Credential Store Configuration	Voice & Digital
My Access Key	View, Create, Edit, Delete	Connector Creation; External Routing and NICE Credential Store Configuration	Voice & Digital
ACD → Agent → Integrated Softphone	Enable	ServiceNow Onboarding / SNOW Agent configuration	Voice
ACD → Contact Settings → Dispositions	View, Edit, Create	ServiceNow Onboarding / SNOW Agent configuration	Voice & Digital

Presence Sync Permissions

Path: UserHub → Applications → Roles & Permissions

Permission Section	Source	Applies To
ImpersonateAgent: View	ACD	Voice & Digital
User: View	Admin	Voice & Digital
Teams: View	Admin	Voice & Digital
Role Management: Search	Admin	Voice & Digital
Impersonation Management: View	Admin	Voice & Digital
Agent Session Control Via API	ACD	Voice & Digital
Presence Connect Permissions	Connections Hub tab	Voice & Digital

BYOC / Digital Channel Permissions

Path: UserHub → ACD → Roles → select role (Administrator, Manager, or Agent) → Channels section.

Permission	Required For	Applies To
Reply	SNOW Agent — Channel Mapping Configuration	Digital
Can send draft for approval	SNOW Agent — Channel Mapping Configuration	Digital
Deleting from original platform	SNOW Agent — Channel Mapping Configuration	Digital
Hide from original platform	SNOW Agent — Channel Mapping Configuration	Digital
Can approve	SNOW Agent — Channel Mapping Configuration	Digital
Ability to assign / re-assign	SNOW Agent — Channel Mapping Configuration	Digital
Ability to unassign	SNOW Agent — Channel Mapping Configuration	Digital

Voice Transcript Permission

Path: UserHub → Applications → Admin → Roles & Permissions → select role → Permissions tab → ACD

Permission	Required For	Applies To
Voice Transcript	Call Transcript Configuration Guide (ServiceNow)	Voice

User-Level Settings

These are user-specific settings, not role-based permissions. You must configure them individually for each applicable user account.

These settings are not role-level permissions, but they must be enabled for the relevant users.

Setting	Path	Required For	Applies To
Digital Engagement attribute	UserHub → Applications → Employees → General section	SNOW Agent — Channel Mapping Configuration	Digital
Contact Handling → Chat	UserHub → ACD → ACD Users → Contact Settings	SNOW Agent — Channel Mapping Configuration	Digital

Cross-Reference Summary

Use the following table to quickly identify which TM-level and role-level permissions are required for each configuration area.

Configuration Area	TM-Level Requirement	Role-Level / User-Level Requirement	Applies To
Connector Creation	Connections Hub; Connections Hub → CXone Studio → Connect Auth; Connections Hub → CXone Studio → Connect Request	Access Key and My Access Key permissions	Voice & Digital
Presence Sync	Presence Connect License	Presence Sync permissions including impersonation, user, team, role search, and Agent Session Control Via API	Voice & Digital
External Routing and NICE Credential Store	User-Hub App	Access Key and My Access Key permissions	Voice & Digital
Channel Mapping	ACD Contact Handling Chat	BYOC / Digital Channel permissions; Digital Engagement user attribute; ACD user Chat setting	Digital
Call Transcript	Continuous Stream Transcription	Voice Transcript permission	Voice

Validation Checklist

If any permissions are missing or incorrectly configured, the corresponding ServiceNow integration feature will not function as expected. Complete this checklist in full before you begin the onboarding configuration steps.

Confirm all required TM-level features are enabled.
Wait for TM changes to sync to UserHub, if recently enabled.
Validate Administrator role has Access Key and My Access Key permissions.
Validate Presence Sync permissions are assigned to the correct role.
Validate BYOC / Digital Channel permissions are assigned to the required roles.
Confirm Digital Engagement and Chat are enabled for applicable users.
Confirm Voice Transcript permission is enabled for roles that require transcript access.