Create a Lightning app in Salesforce

Feature coming soon: Genesys Cloud for Salesforce Service Cloud Voice

Create a Lightning app named Contact Center in Salesforce. When creating the app, you can add the Genesys Cloud CX Utility and Omni-Channel widgets. The Genesys Cloud CX Utility provides agents with the ability to manage their phone, queue, and after call work.

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, Contact Center, and click Next.
  4. Select Console navigation as the navigation style and click Next.
  5. Add the Genesys Cloud CX Utility and Omni-Channel utilities. 
    Note: For Genesys Cloud CX Utility, ensure that you select the Start automatically option.
  6. Click Next.
  7. Select Voice Calls and move it from the Available Items list to the Selected Items list. Then, click Next.
  8. Accept the default navigation rules and click Next.
  9. Select System Administrator 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.
  10. Click Save & Finish.