The CX Cloud, WEM for Salesforce Service Cloud package contains the components to set up the Genesys Cloud agent activity view in Salesforce Service Cloud.

Prerequisites
  • Enable Service Cloud Voice.
    In Salesforce, on the Setup Home page, search for Voice in the Quick Find box and select Partner Telephony Setup. Enable Service Cloud Voice to turn on Voice with Partner Telephony.
  • Install the CX Cloud, Core Services for Salesforce Service Cloud package.

To install the WEM package:

  1. On the Setup Home page, click the App Launcher icon and search for the Administration Settings app in the Search apps and items box and launch the app.
  2. In the app navigation items, select Install and Update Packages.
  3. In the WEM for Salesforce Service Cloud section, click Install Now.
  4. In the first step of installation, select the Install for All Users or Install for Specific Profiles option.
  5. Follow the on-screen instructions for installation.

Verify the installed package

Check and verify the package installation in Salesforce:

  1. On the Setup Home page, search for Installed Packages in the Quick Find box and select Installed Packages.
  2. Confirm that the CX Cloud, WEM for Salesforce Service Cloud package is installed.