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
- 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.