About CX Cloud from Genesys and Salesforce
CX Cloud from Genesys and Salesforce is a unified AI-powered customer experience and relationship management solution that integrates Genesys Cloud CX and Salesforce Service Cloud. The integration brings the voice, digital, and CRM data from Genesys Cloud into Service Cloud Voice. It allows you to connect Genesys Cloud as a contact center in Service Cloud and includes the following packages: CX Cloud, Core Services for Salesforce Service Cloud; CX Cloud, Voice for Salesforce Service Cloud; CX Cloud, Digital and AI for Salesforce Service Cloud; CX Cloud, WEM for Salesforce Service Cloud; and CX Cloud, External Routing for Salesforce Service Cloud.
Overview
Review the requirements and purchase appropriate licenses for Genesys Cloud.
Install and configure the package
Create and configure an app in Salesforce to install and manage packages for the core services, voice and WEM.
- Install the CX Cloud, Core Services for Salesforce Service Cloud package
- Create a Lightning app in Salesforce
- Configure remote site settings in Salesforce
- Configure core services settings
- Install the CX Cloud, Voice for Salesforce Service Cloud package
- Update CX Cloud from Genesys and Salesforce packages
- Create and add custom tab for contact center administration
Create and set up the contact center
Create and manage your contact center in Salesforce.
- Generate an XML configuration file for contact center setup
- Set up the integration in Genesys Cloud
- Create and configure the Voice Call record page for agents
- Configure a contact center in Salesforce
- Assign permissions sets to Service Cloud voice users
- Create a contact center
- Add users to the contact center in Salesforce
- Create a presence status and give users access to presence status
- Configure Genesys Admin Settings
- Synchronize call attributes with Salesforce VoiceCall records
Set up WEM activity view
Set up agent activity view to see various data directly related to schedule, tasks, and performance.
Set up digital and AI for Salesforce Service Cloud
Install and set up the CX Cloud, Digital and AI for Salesforce Service Cloud package.
Configure Genesys Cloud custom components
Configure Genesys Cloud custom components in your contact center for the agents to use during interactions in the Service Cloud Voice console.
Configure External Routing for Salesforce Service Cloud
Use the CX Cloud, External Routing for Salesforce Service Cloud package to route the Salesforce message and email to case through Genesys Cloud.
Get started for agents
Leverage the Omni-Channel and Genesys Cloud CX Utility widget to effectively manage incoming and outbound calls. Develop expertise on how to use the different contact center components to handle customer interactions.
