Customer journey in the Genesys Cloud embedded clients

Note: This article applies to Genesys Cloud for Salesforce.

Prerequisites
  • A Genesys Cloud organization with customer journey enabled.
  • The following permissions are required:
    • External Contacts > Session > View
    • Journey > Event > View
    • Journey > Event Type > View
    • Journey > Outcome > View
    • Journey > OutcomeScores > View
    • Journey > Segment > View
    • Journey > Session > View
    • Journey > Session Type > View
    • Routing > Wrap-up Code > View
    • Routing > Queue > Search

The Genesys Cloud for Salesforce integration displays customer journey data for an active interaction in the Salesforce Lightning Experience. To see this real-time customer journey data, add the customer journey widget anywhere that you can add a Lightning component: as a utility bar or embedded in a record details page. 

To create a custom page that only contains the customer journey data, see Add Lightning Components as Custom Tabs in a Lightning App in the Salesforce documentation.

Important: Although you can embed the customer journey widget on any record details page, the customer journey data is not historical data about that record. The data is real-time dynamic data for the active interaction in the client.

Utility bar

Add the CustomerJourney utility bar.

Note: Only one utility can be open at a time. If you want the client to remain open when you view the customer journey data, then either embed the data in a record details page or create a custom page that only contains the customer journey data.
  1. From Setup in Salesforce, search for App Manager in the Quick Find box and select App Manager.
  2. Edit an existing Lightning app. Click Arrow > Edit.
  3. Under App Settings, click Utility Items.
  4. Click Add Utility Item.
  5. Select CustomerJourney.
  6. Leave the default settings.
  7. Select Start automatically.
  8. Click Save. 

The utility bar (CustomerJourney) now appears on the lower-left or lower-right corner of certain Lightning Experience pages.

For more information, see Add a Utility Bar to Lightning Apps in the Salesforce documentation.

Click image to enlarge.

This image is a screenshot of the customer journey window displayed as a utility bar in the Salesforce UI.

Embedded in a record details page

Embed the customer journey data in the record details page. For more information, see Work with Custom Lighting Components in the Salesforce documentation.

Important: Any customer journey data embedded in a record details page is about the active interaction in the client and is not data about the record.

Click image to enlarge.

This image shows the customer journey added in a record details page.

For more information, see Salesforce Lightning Experience, Customer journey (Genesys Cloud), and About Predictive Engagement.

For more information about the integration, see About Genesys Cloud for Salesforce.