Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

In Salesforce, create a Lightning app that includes the components upon installation of the packages from CX Cloud from Genesys and Salesforce and the Experience and Email Experience record pages. 

To create a Lightning app in Salesforce:

1. On the Setup Home page, search for Apps in the Quick Find box and select App Manager.
2. To open the New Lightning App wizard, click New Lightning App.
3. Enter a name for the app; for example, Service Console, and then click Next.
4. Select Console navigation as the navigation style and click Next.
5. Click Add Utility Item and select the CX Cloud, Digital and AI component from the Custom – Managed list.
6. Enter the following mandatory properties of the component:
   • Is CX Cloud, Voice for Salesforce Cloud Voice installed? – Select Yes or No.
   • Genesys Cloud Region – Select the appropriate region.
   • Genesys Cloud Implicit Grant Client Id – Enter the client Id of your Genesys Cloud OAuth Implicit Grant. 
   • Start automatically – Select the option to launch the component when the app is started.
   • Tab name format – Enter the firstname and lastname of the agent associated with the Experience or Email Experience object. The name format is used to name the tabs that display Experiences. The firstname and the lastname come from the participant data associated with the object.
   • Should contacts be created or linked on incoming Experiences? – Select Yes or No.

   Fill other information as required:

   • Available Presence Status – Select the Salesforce presence status that must be used for Available.
   • Available On Queue Presence Status – Select the Salesforce presence status that must be used for Available On Queue.

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7. (Optional) Add the Genesys Cloud Einstein Assist component from the list of utilities if you haven’t added it in the Experience record page. Ensure that you fill in the following component properties:
   • Private Key – Use the private key to authenticate the telephony request between Genesys Cloud and Salesforce. For more information, see Requirements.
   • Contact Center Name – Select the contact center from the list.
   • Use Last Utterance for NBA – Select Yes or No. If you select Yes for Next Best Action (NBA), then the last customer utterance will be utilized.

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8. Click Next.
9. Select the Email and Email Experiences record pages and move it from the Available Items list to the Selected Items list. Then, click Next.
10. Select to open the record pages as workspace tabs or subtabs of a given list of components and click Next.
11. Select System Administrator and the profile assigned to an agent, and move it from the Available Profiles list to the Selected Profiles list.
    Note: Ensure that the user profiles selected have access to the contact center. For more information, see Assign permissions sets.
12. Click Save & Finish.