Set up a Salesforce External Contact Sync integration

Prerequisites
  • A Salesforce account. (You must know your user name and password.)
  • A Salesforce security token, which you generate from your Salesforce developer account.
    For more information about how to generate a Salesforce security token, see the Salesforce online documentation.
  • An installed and configured Genesys Cloud for Salesforce managed package. For more information, see About Genesys Cloud for Salesforce and Install or upgrade the Genesys Cloud for Salesforce managed package.
  • Genesys Cloud CX 1, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license.

    1. Click Admin.
    2. Under Integrations, click Integrations.
    3. Click Integrations.
    4. In the Search box, search for the Salesforce External Contact Sync integration tile. When it appears, click Install.
    5. (Optional) Modify the name that Genesys Cloud provides. This name must be unique.
    6. Click the Configuration tab.
    7. Click Credentials.
    8. Click Configure.
    9. In the Username box, type your Salesforce user name.
    10. In the Password box, type your Salesforce password.
    11. In the Security Token box, type your Salesforce security token.
    12. From the Login URL list, select the endpoint for the source Salesforce data.

    Notes:
    • For an integration that connects to a production environment, select https://login.salesforce.com.
    • For an integration that connects to a test environment, select https://test.salesforce.com.
    • The Genesys Cloud API endpoint limits the login address to these URLs, which Salesforce establishes.
    1. Click OK. If you entered everything correctly, a confirmation appears.
    2. Click Save.
    3. To activate your new integration, set the Status switch to Active.
    4. Click Yes.
    5. To set up triggered sync updates, set up the triggered update.