Customer journey in the Genesys Cloud embedded clients
- A Genesys Cloud organization with customer journey enabled.
- The following permissions are required:
- 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 can display customer journey data for an active interaction in Salesforce Lightning Experience. To see this real-time customer journey data, you can add the customer journey widget anywhere that you can add a Lightning component: as a utility bar, embedded in a record details page, or as its own custom page.
Utility bar
Add the CustomerJourney utility bar.
- In Salesforce Lightning Experience, click Gear in the top toolbar and Setup.
- Search for App Manager.
- Under Apps, click App Manager.
- Edit an existing Lightning app. Click Arrow > Edit.
- Under App Settings, click Utility Items.
- Click Add Utility Item.
- Select CustomerJourney.
- Leave the default settings.
- Select Start automatically.
- 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.
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Embedded in a record details page
Embed the customer journey data in record details page. For more information, see Work with Custom Lighting Components in the Salesforce documentation.
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Custom page
Create a custom page that only contains customer journey data. For more information, see Add Lightning Components as Custom Tabs in a Lightning App in the Salesforce documentation.
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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.