Install and set up the CX Cloud, Digital and AI for Salesforce Service Cloud
The CX Cloud, Digital and AI for Salesforce Service Cloud package contains the components to set up the digital and AI setup in Salesforce Service Cloud.
Prerequisites
- Install the CX Cloud from Genesys and Salesforce package.
- Enable Service Cloud Voice
From the Setup Home page in Salesforce, search for Voice in the Quick Find box and select Partner Telephony Setup. In the Enable Service Cloud Voice section, enable Turn on Voice with Partner Telephony. - Enable Omni-Channel settings
Enable Omni-Channel to let agents manage their work in different service channels. For more information, see Enable Omni-Channel. - Launch the Lightning app.
To install the Digital and AI for Salesforce Service Cloud package:
- On the Setup Home page, click the App Launcher icon and search for CX Cloud Genesys Settings item in the Search apps and items box and open the Lightning app.
The Package Listings page appears. - Under Channels, click Install for the CX Cloud, Digital and AI for Salesforce Service Cloud package.
- In the first step of installation, select the Install for All Users or Install for Specific Profiles option.
- Follow the on-screen instructions for installation.
Verify the installed package
Check and verify the package installation in Salesforce:
- On the Setup Home page, search for Installed Packages in the Quick Find box and select Installed Packages.
- Confirm that the CX Cloud, Digital and AI for Salesforce Service Cloud package is installed.
Set up Salesforce Service Cloud for digital and AI
For more information about the instructions and procedures for the setup, see Set up CX Cloud, Digital and AI for Salesforce Service Cloud.
