Managed package settings in Salesforce

Note: This article applies to Genesys Cloud for Salesforce.

The managed package settings page includes all call center and integrations settings that are configurable for Genesys Cloud for Salesforce.

Call Center

Client Settings 

This configuration allows you to use the Genesys Cloud for Salesforce client as your call center. After you select the call center to configure (Genesys Cloud for Salesforce Lightning or Genesys Cloud for Salesforce), the Client Settings page populates with several configuration sections: 

  • Settings 

    This section allows you to configure basic settings such as SSO and interaction log behavior. 

  • Client Event Settings

    This section allows you to configure the integration to publish events in Lightning Experience and to add custom interaction attributes to access data that you can use during an interaction.

  • Omni-Channel Sync Settings 

    This section allows you to map Salesforce Omni-Channel statuses to Genesys Cloud for Salesforce statuses. 

    Note: Omni-Channel sync only works in Salesforce apps with console navigation.

  • Country Code Settings 

    This section allows you to modify country codes for the integration to use in searches and screen pops.

  • Activity Field Mapping

    This section allows you to map interaction attributes to Salesforce activity fields.

  • Call Controls

    This section allows you to configure which call controls appear in the client and in which order.

  • Customize Interaction Details

    This section allows you to customize the information that appears on interactions in the client.

  • Contact Search

    This section allows you to configure how the integration searches people and queues in Genesys Cloud and records in Salesforce.

  • Extension Point Settings

    This section allows you to use an Apex class to customize actions.

For information about all steps necessary to set up a call center (including the Client Settings sections), see Set up a call center.

Integrations

Shared Settings

This configuration includes settings that individual integrations under Integrations share. This configuration page includes two sections:

  • Authentication

    This section allows you to add your OAuth credentials, select a region for your Genesys Cloud organization, and then test your credentials.

  • Logging

    This section allows you to configure the amount of detail that the diagnostic logs generate and to view logs to help troubleshoot problems. These logs apply to the Routing of Salesforce Emails integration, the Campaign Management integration, and any custom logs created through the SDK in Salesforce. 

Routing of Salesforce Emails 

This configuration allows you to route Salesforce emails through Genesys Cloud for Salesforce. This configuration page includes two sections:

  • Monitor

    This section helps you track the routing of Salesforce emails.

  • Retrieve Genesys Cloud Routing Options

    This section allows you to sync Queues, Skills, and Languages from your Genesys Cloud organization to your Salesforce organization.

    Note: Agents must have Salesforce access rights to see interactions. Genesys recommends that queue membership in Salesforce matches queue membership in Genesys Cloud.

For more information, see About Routing of Salesforce Emails. 

Campaign Management

This configuration allows you to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce. This configuration page includes three sections: 

  • Monitor

    This section helps you track campaigns in Salesforce.

  • Retrieve Genesys Cloud Campaign Options

    This section allows you to sync Queues, Scripts, DNC (Do Not Contact) Lists, Contactable Time Sets, Edge Groups, and Call Responses from your Genesys Cloud organization to your Salesforce organization.

  • Genesys Cloud Campaign Settings

    This section allows you to set when the integration removes campaign data from Genesys Cloud. 

    Note: This setting does not remove campaign data from Salesforce.

  • Genesys Cloud Contact List Sync Job

    This section gives you greater control over Genesys Cloud API usage by allowing you to configure the number and size of sync jobs between Salesforce and Genesys Cloud.

  • Phone Types

    This section allows you to associate phone number fields on campaign member records in Salesforce with phone types in Genesys Cloud.

  • Contact List Columns

    This section allows you to associate fields on campaign member records in Salesforce with contact lists in Genesys Cloud.

  • Agent Owned Column

    This section allows you to configure the integration to route records associated with agents to these agents during preview campaigns.

For more information, see About Campaign Management.

For more information about the integration, see About Genesys Cloud for Salesforce.