CX Cloud from Genesys and Salesforce integration includes the installation of the following packages: CX Cloud, Core Services for Salesforce Service Cloud; CX Cloud, Voice for Salesforce Service Cloud; CX Cloud, Digital and AI for Salesforce Service Cloud; and CX Cloud, WEM 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.
  • Per-user licenses for Genesys Cloud (Genesys Cloud CX 1 or higher).
  • 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.
  • 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.
  • 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:
    • Set the Maximum Capacity option to zero for all interaction types except for calls and callbacks. The integration supports only a single voice call or callback at a time. Other interaction types are not supported. For more information, see Configure utilization at the org level.
    • 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.
  • Add the following permissions in 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
  • Learn more about the requirements for using the Lightning console in the following Salesforce documentation: