Series: Set up a contact center in Salesforce Service Cloud Voice

Feature coming soon: Genesys Cloud for Salesforce Service Cloud Voice

  • Private key generated for the integration. See Requirements.

To set up the integration for Service Cloud Voice in Genesys Cloud:

  1. Click Admin.
  2. Under Integrations, click Integrations.
  3. Click Integrations in the upper right corner.
  4. Search for Genesys Cloud for Salesforce Service Cloud Voice integration and click Install.
  5. (Optional) You can modify the name that the Genesys Cloud provides. Ensure that the name is unique.
  6. Click the Configuration tab.
  7. On the Properties tab, click Add Property and enter the following details of 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 a contact center configuration XML file in Salesforce. For more information, see Generate contact center configuration XML file.
  8. On the Credentials tab, click Configure. The Configure Credentials window opens.
  9. Enter the private key for the Salesforce Service Cloud Voice integration.
  10. Click OK and then Save.
  11. To activate your new integration, set the Status switch to Active.
  12. Click Yes.