Launch the Lightning app with the CX Cloud Genesys Settings tab

Prerequisites

Launch the Administrations Settings app which has the CX Cloud Genesys Settings Lightning Component tab. You can now configure the initial OAuth settings to view the other packages available in the CX Cloud from Genesys and Salesforce integration.

To launch the Lightning app with the CX Cloud Genesys Settings tab:

  1. On the Setup Home page in Salesforce, click the App Launcher icon.
  2. Search for CX Cloud Genesys Settings in the Search apps and items box and select the item.The CX Cloud Genesys Settings app in Salesforce

When you open the corresponding Lightning component tab for the first time, you are directed to configure the OAuth client.

Configure OAuth client settings

CX Cloud from Genesys and Salesforce integration needs additional authentication to configure specific features. For this authentication, you require a Genesys Cloud OAuth client with the correct permissions. For more information, see OAuth client permissions for CX Cloud from Genesys and Salesforce. The OAuth client serves as the intermediary between your Genesys Cloud and Salesforce Service Cloud providing secure access to the required resources. 

To configure the OAuth settings in Genesys Cloud, create an OAuth client of Client Credentials grant type. For more information, see Create an OAuth client. Copy the Client ID and Client Secret from the OAuth client.

  1. In the OAuth Settings section, click New.
  2. Enter a name for the OAuth settings.
  3. Select a Genesys Cloud region from the list.
  4. Enter the Client ID and Client Secret from your OAuth client in Genesys Cloud.
  5. Click Test to validate the credentials.
  6. (Optional) Select Default Setting to save the credentials as the default authentication for the contact center.
  7. Click Save.

After the successful authentication, the following packages are available for installation as part of the CX Cloud from Genesys and Salesforce integration:

  • CX Cloud, Voice for Salesforce Service Cloud
  • CX Cloud, WEM for Salesforce Service Cloud
  • CX Cloud, Digital and AI for Salesforce Service Cloud
  • CX Cloud, External Routing for Salesforce Service Cloud