Working with external sources

An external source is a system of record outside Genesys Cloud that provides unique identifiers for users. They can be any external system that can identify users with a unique ID and include:

• Customer Relationship Management (CRM) tools like Salesforce, ServiceNow, Microsoft Dynamics, and Hubspot
• Customer Data Platforms (CDP)
• an Active Directory within the organization

External IDs are unique identifiers (account ID, user name) used internally within an organization to identify a contact across the organization’s systems (CRMs, CDPs). External IDs are used as an identifier in Identity Resolution to link interactions across channels. This identifier differs from custom fields where an identifier ID can also be stored but is not used to link interactions automatically. All external IDs must relate to an external source.

Create an external source

1. Click Admin.
2. Under Directory, click External Sources.
3. Click the Add External Source.
4. Give the external source a unique name. 
5. In the Profile URL start field, enter the URL starting pattern.
6. In the Profile URL end field, enter the URL ending pattern. For example, if you connect to an external profile with the URL as https://example.com/user/johndoe/profile,
   • Enter the Profile URL start as https://example.com/user/ and the Profile URL start value as /profile. 
   • If the external source uses a https://example.com/user/johndoe structure, leave the Profile URL end value empty.
7. Click Save. 

Edit an external source

1. Click Admin.
2. Under Directory, click External Sources.
3. Use the Action column to edit the source by clicking the icon on the relevant row.
4. Click Save.

Activate/Disable external sources

An organization can have up to 10 active external sources.

When an external source is disabled, the external IDs that originate from this source continue to perform as expected. For example, you can search a contact by External ID. However, you cannot associate new contacts to this external source.