Series: Set up a contact center in Salesforce Service Cloud Voice
Create a contact center
- Assign permissions sets to Service Cloud Voice users
- Install the Salesforce Service Cloud Voice package
- Create a Lightning app in Salesforce
- Create a custom tab in Salesforce
- Generate contact center configuration XML file
- Set up the integration in Genesys Cloud
- Assign permissions sets to Service Cloud Voice users
- Add users to the contact center in Salesforce
- Create a presence status and give users access to presence status
- Configure Genesys Service Cloud Voice Settings
- Add users to the contact center in Salesforce
Feature coming soon: Genesys Cloud for Salesforce Service Cloud Voice
Prerequisites
- Contact center configuration XML file. See Generate contact center configuration XML file.
- Self-signed certificate generated for the integration. See Requirements.
To create a contact center in Salesforce:
- On the Setup Home page, search for Voice in the Quick Find box and select Partner Telephony Contact Centers.
- Click Create Contact Center.
- Select the telephony provider as Genesys Cloud in the appropriate region and click Next.
- Upload the XML contact center definition file that you have generated already.
- Check for the newly created contact center in the list and verify that the certificate displays for the contact center from the XML file.
Assign permissions sets to Service Cloud Voice users :Previous Suggested Article Next Suggested Article: Add users to the contact center in Salesforce
