Diagnostic logs in Salesforce


Note: This article applies to Genesys Cloud for Salesforce.

Genesys Cloud for Salesforce creates diagnostic logs for the Routing of Salesforce Emails integration, the Campaign Management integration, and custom logs created with the SDK in Salesforce.

Warning: Salesforce limits data storage based on your organization type. Because the Genesys Cloud for Salesforce does not delete logs, you must monitor your storage space and delete logs before you reach your limit in Salesforce. When you reach your limit, your Salesforce organization will not receive new logs.

Configure logging

You can configure the following items in the Logging section under Shared Settings on the managed package settings page. For more information, see Managed package settings in Salesforce.

  • Logging Level: Determines the amount of detail that the diagnostic logs generate.

    By default, Logging Level returns basic information for ERROR. If you want to expand the amount of detail that the logs return, select WARN, INFO, or DEBUG and click Save. The information returned increases with each level; ERROR provides the least detailed information and DEBUG provides the most detailed information.

  • Enable Server-side Logging: Enables logging that Customer Care can access.

    You can also configure Genesys Cloud for Salesforce to save diagnostic logs server side by selecting Enable Server-Side Logging. Customer Care can then access these logs directly.

Access logs

To view the logs, click View logs . This link opens the Genesys Cloud Logs page, which lists all logs associated with your integrations or custom logs created through the SDK in Salesforce. 

Logging section in Shared Settings in Salesforce

For more information, see Managed package settingsAbout Routing of Salesforce Emails, About Campaign Management, and Use the SDK to create and save logs.

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