Mobile Office

Further building upon the integration possibilities between Genesys Cloud and ServiceNow desktop, we offer multiple ways of integrating Mobile Office, the mobile app for Genesys Cloud, with ServiceNow in both directions. Please find below an overview of the integration possibilities.

1. CRM popup#

Mobile Office for Genesys -> ServiceNow app#

The CRM popup button is a custom button that is activated in Mobile Office and that appears for every interaction. When clicking this button during an interaction, Your ServiceNow app will automatically open the desired Object (e.g. contact, account, case, ...) and will allow you to quickly access the customer data.

This ServiceNow integration is free of charge and included in your Mobile Office subscription. This features requires to provide ServiceNow deeplink referring to the object as participant data in Genesys Architect. More information about the deep linking structure and how to refer to objects in ServiceNow can be found on the ServiceNow help center.

From a Mobile Office perspective, you can activate this option under "Integrations (CRM & other)" in the Mobile Office Admin Portal once the participant data is available in Genesys Cloud.

2. Click-to-dial#

ServiceNow App -> Mobile Office for Genesys#

The click-to-dial option is a custom button or action that your organization can add to your ServiceNow app. When a user is viewing customer information in the ServiceNow App, a custom button or function will provide the user the option to dial out via Mobile Office for Genesys. More information about the click-to-dial URL that should be triggered can be found here.

This ServiceNow integration is free of charge and included in your Mobile Office subscription.

3. Interaction logging#

Mobile Office for Genesys -> ServiceNow records#

Mobile Office is built on top of Genesys Cloud. This means that all call data, analytics and recordings are directly available in Genesys Cloud. If you want to have call interaction data of Mobile Office calls directly in ServiceNow, we advise to set up a back-end integration (via Genesys data actions) between Genesys Cloud and ServiceNow that syncs the data. This way, your ServiceNow data stream will automatically work for both your desktop usage and Mobile Office usage.

Note: This part of the guide (Interaction logging) assumes you have working knowledge of both Genesys Cloud and ServiceNow APIs. The integration between Mobile Office, Genesys Cloud, and ServiceNow requires independent configuration of both platforms, including the setup of Genesys Data Actions, OAuth connections, and ServiceNow objects. This article is intended as a general guide and does not include step-by-step configuration instructions. You or your technical team will need to implement and adapt the integration based on your specific environment and requirements. If you want to set up an integration only for mobile calls, you can use the "isMobile = True" boolean in the participant data to differentiate between desktop and mobile calls.