Requirements for CX Cloud from Genesys and Salesforce integration

CX Cloud from Genesys and Salesforce integration includes the following packages available for installation: CX Cloud, Core Services for Salesforce Service Cloud; CX Cloud, Voice for Salesforce Service Cloud; CX Cloud, Digital and AI for Salesforce Service Cloud; CX Cloud, WEM for Salesforce Service Cloud; and CX Cloud, External Routing for Salesforce Service Cloud.

To ensure a successful integration and installation of the CX Cloud, Core Services for Salesforce Service Cloud and CX Cloud, Voice for Salesforce Service Cloud packages, the following prerequisites must be met:

  • Salesforce licenses. To use voice features, you need a Salesforce Service Cloud Voice license.
  • Per-user licenses for Genesys Cloud (Genesys Cloud CX 1 or later).
  • Add-on licenses for the Salesforce integration.
  • An Internet browser (the latest version of Chrome, Firefox, or Microsoft Edge).
    In the Firefox browser, set Enhanced Tracking Protection to OFF.
  • Do not enable Enhanced Omni-Channel Routing in Salesforce.
  • In all the supported browsers, enable third-party cookies and data, and turn off the ad blocker for the Salesforce domain.
  • Turn off the pop-up blocker in your browser to log in to Salesforce Service Cloud console.
  • A self-signed certificate and private key to authenticate the telephony request between Genesys Cloud and Salesforce. For more information, see Generate a self-signed certificate with OpenSSL in the Salesforce Developer documentation.
  • In Genesys Cloud, set the following options while configuring the utilization at the org level:
    • If you are configuring only for voice from CX Cloud from Genesys and Salesforce, set the Maximum Capacity option to zero for all interaction types except for calls and callbacks. 
    • If you are configuring for both voice and digital or only digital from CX Cloud from Genesys and Salesforce, then configure the utilization at the org level that is appropriate for your environment.
    • Select the Block calls when on a non-ACD call (excludes transfers) option. This option ensures that the non-ACD interactions are not interrupted by ACD interactions.
    For more information, see Configure utilization at the org level.
  • Add the following permissions in Genesys Cloud for CX Cloud from Genesys and Salesforce integration:
    • Integration > cxCloudSFCore > Add
    • Integration > cxCloudSFCore > Delete
    • Integration > cxCloudSFCore > Edit
    • Integration > cxCloudSFCore > View
    • Integration > cxCloudSFVoice > Add
    • Integration > cxCloudSFVoice > Edit
    • Integration > cxCloudSFVoice > View
    • Integration > cxCloudSFVoice > Delete
    For agents, add the following permissions:
    • Integration > cxCloudSFVoice > Add
    • Integration > cxCloudSFVoice > Edit
    • Integration > cxCloudSFVoice > View
  • Before installing the CX Cloud from Genesys and Salesforce package, ensure that Lightning Web Security is enabled in Salesforce. For more information, see Enable Lightning Web Security in Salesforce documentation.
  • The following Salesforce documentation resources provide more information about using the Lightning console: