Set up the integration in Genesys Cloud

Genesys Cloud CX for Salesforce BYOT: Feature coming soon

Prerequisites
  • Private key generated for the integration. See Requirements.

Set up the integration for Service Cloud Voice in Genesys Cloud. 

  1. Click Admin.
  2. Under Integrations, click Integrations.
  3. Click Integrations.
  4. In the Search box, search for the Salesforce Service Cloud Voice 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. In the Properties tab, enter the following details of the contact center in Salesforce:
      1. Salesforce Organization Id
      2. Salesforce Contact Center Name
      3. 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. Click Credentials.
  9. Click Configure.
  10. Enter the private key for the Salesforce Service Cloud Voice Integration.
  11. Click OK.
  12. Click Save.
  13. To activate your new integration, set the Status switch to Active.
  14. Click Yes.