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:
    • 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.

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. In Salesforce Lightning Experience, click Gear  in the top toolbar and Setup.
  2. Search for App Manager.
  3. Under Apps, click App Manager.
  4. Edit an existing Lightning app. Click Arrow > Edit.
  5. Under App Settings, click Utility Items.
  6. Click Add Utility Item.
  7. Select CustomerJourney.
  8. Leave the default settings.
  9. Select Start automatically.
  10. 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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Customer journey data in a utility bar

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.

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.

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Customer journey data embedded in records detail page

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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Custom page with customer journey data

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.