Series: Set up a contact center in Salesforce Service Cloud Voice
Set up the integration in Genesys Cloud
- Generate contact center configuration XML file
- Install the Salesforce Service Cloud Voice package
- Create a Lightning app in Salesforce
- Create a custom tab in Salesforce
- Generate contact center configuration XML file
- Assign permissions sets to Service Cloud Voice users
- Create a contact center
- Add users to the contact center in Salesforce
- Create a presence status and give users access to presence status
- Configure Genesys Service Cloud Voice Settings
- Assign permissions sets to Service Cloud Voice users
Feature coming soon: Genesys Cloud for Salesforce Service Cloud Voice
Prerequisites
- Private key generated for the integration. See Requirements.
To set up the integration for Service Cloud Voice in Genesys Cloud:
- Click Admin.
- Under Integrations, click Integrations.
- Click Integrations in the upper right corner.
- Search for Genesys Cloud for Salesforce Service Cloud Voice integration and click Install.
- (Optional) You can modify the name that the Genesys Cloud provides. Ensure that the name is unique.
- Click the Configuration tab.
- 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. - On the Credentials tab, click Configure. The Configure Credentials window opens.
- Enter the private key for the Salesforce Service Cloud Voice integration.
- Click OK and then Save.
- To activate your new integration, set the Status switch to Active.
- Click Yes.
Generate contact center configuration XML file :Previous Suggested Article Next Suggested Article: Assign permissions sets to Service Cloud Voice users