Limitations with CX Cloud from Genesys and Salesforce

When setting up the contact center, consider the following limitations with CX Cloud from Genesys and Salesforce:

• Orgs that are enabled with Salesforce Shield are supported only when using the Digital and AI package as a standalone.
• Recommended to disable the display of login confirmation when loading a console with Omni-channel.
  
  1. From Setup in Salesforce, search for Omni-Channel Settings in the Quick Find box and select Omni-Channel Settings.
  2. Deselect the Display a login confirmation upon loading a console with Omni-Channel option.
  3. Click Save.
• Instead of the auto answer feature from Genesys Cloud, use the Automatically accept work requests option provided by Salesforce. For more information, see Create Presence Configurations in the Salesforce documentation.

Review the limitations described in the Salesforce documentation for Service Cloud Voice. For more information, see About CX Cloud from Genesys and Salesforce.