About Genesys Cloud for Salesforce
The Genesys Cloud for Salesforce integration is a version of Genesys Cloud’s contact center services inside Salesforce.
With the Genesys Cloud for Salesforce integration, there is nothing to install on each user’s computer and nothing to maintain or back up on your servers.
Genesys Cloud for Salesforce works with Service Cloud, Lightning Experience, Salesforce Omni-Channel, and High Velocity Sales.
Get started (administrators)
First review the requirements and purchase appropriate licenses for Genesys Cloud. Then install the integration and configure various settings.
Advanced setup (customization)
Administrators can customize the integration to use more advanced features.
Advanced setup (extensibility)
Administrators can extend the integration through custom development.
Genesys Cloud for Salesforce can use Genesys Cloud to run outbound dialing campaigns, show campaign activity, and reconcile campaign and campaign member data in Salesforce.
Routing Salesforce emails
Genesys Cloud for Salesforce can route Salesforce emails that users receive through the Email-to-Case functionality.
Routing Salesforce chats
Genesys Cloud for Salesforce external routing can route Salesforce chats through Genesys Cloud.
- Install or upgrade the Genesys Cloud for Salesforce managed package
- Install and configure the Genesys Cloud for Salesforce External Routing package
- Resolve unit test failures for Genesys Cloud for Salesforce External Routing package
- OAuth client permissions for Genesys Cloud for Salesforce
- Configure external routing of Salesforce chats
- Externally routed Salesforce chats process
Get started (agents)
After the integration is installed, log in and begin to use the client.
From the client, you can access the menu and change your status and phone. The menu allows you to perform common tasks quickly, such as working with active interactions, making calls, or changing settings.
Call controls and basic interaction tasks
Learn about the call controls in the client and how to perform basic tasks on interactions.
Review CRM functionality that impacts how you work.
Learn what functionality and features you can control or configure in the client.
Call history and user inbox notifications
Quickly view your call history and notifications about various items from the User Inbox in the client. The notifications alert you to tasks and information that require your attention in Genesys Cloud.
Improve customer interactions with visual engagement tools that allow you to view customers’ computer screens or interact with their web browsers.
Supported Genesys Cloud interaction types
Genesys Cloud for Salesforce currently supports call, callback, outbound dialing, chat, email, message, and ACD voicemail interactions. For fuller functionality, run Genesys Cloud alongside the client.
For any problems with Genesys Cloud for Salesforce, browse troubleshooting information about individual issues. Before working with Customer Care, enable server-side logging.