Create a Lightning app in Salesforce

Genesys Cloud CX for Salesforce BYOT: Feature coming soon

Create a Lightning app, named Contact Center, in Salesforce. The app gives the administrator and the agent with the tools to manage the voice calls. The Genesys Cloud CX Utility is added to the app along with the Omni-Channel widget. The Genesys Cloud CX Utility provides the agents to manage their phone, queue and after call work.

  1. In Salesforce, click Setup.
  2. From Setup, search for Apps in the Quick Find Box and select App Manager.
  3. To create a Lightning app, click New Lightning App.
  4. Enter a name for the app and click Next. Let’s name it as Contact Center.
  5. Select Console navigation as the Navigation Style and click Next.
  6. Click Add Utility Item and select Genesys Cloud CX Utility and Omni-Channel from the list. Ensure that you select the option Start automatically for the Genesys Cloud CX Utility item. Click Next.
  7. Select Voice Calls as Navigation Items and move it from Available Items to the Selected Items list, then click Next.
  8.  Accept the default navigation rules and click Next.
  9. Select the System Administrator user profile and move it to the Selected Profiles list.

    Ensure that the user profiles selected have access to the contact center. See Assign permissions sets.

  10. Click Save & Finish.