Set up the integration in Genesys Cloud

  • Private key generated for the integration. See Requirements.

To set up the integration for CX Cloud from Genesys and Salesforce in Genesys Cloud:

  1. Click Admin.
  2. Under Integrations, click Integrations.
  3. Click Integrations in the upper right corner.
  4. Search for the CX Cloud from Genesys and Salesforce integration and click Install.
  5. (Optional) Genesys Cloud provides a default name. If you modify the name, ensure that the name is unique.
  6. Click the Configuration tab.
  7. On the Properties tab, click Add Property and fill in the following mandatory details about the contact center in Salesforce:
    • Salesforce Organization Id
    • Salesforce Contact Center Name
    • Group Filtering
    Note: You can get the Salesforce Organization Id and Salesforce Contact Center Name details when you generate an XML configuration file for a contact center in Salesforce. For more information, see Generate an XML configuration file for contact center setup.
  8. On the Credentials tab, click Configure. The Configure Credentials window opens.
  9. Enter the private key for the integration.
  10. Click OK and then Save.
  11. To activate your new integration, set the Status switch to Active.
  12. Click Yes.