FAQ: Special considerations about running multiple Genesys Cloud and Salesforce organizations


Note: This article applies to Genesys Cloud for Salesforce.

To run Genesys Cloud for Salesforce, you must have a Genesys Cloud organization. Genesys Cloud for Salesforce uses Genesys Cloud for authentication. When you log in to Genesys Cloud for Salesforce, the integration prompts you to enter your Genesys Cloud credentials. You do not need to have Genesys Cloud open to run Genesys Cloud for Salesforce. You can run Genesys Cloud for Salesforce by itself, or Genesys Cloud as a side-by-side application for access to the fuller functionality of Genesys Cloud.

You can also use different numbers of Genesys Cloud organizations and Salesforce organizations together. The following table shows any limitations or special considerations.

Number of Genesys Cloud orgs Number of Salesforce orgs Limitations Notes
One One None.
One Multiple None. 

 

Multiple One

Campaign Management, Routing of Salesforce Emails, and SDK functionality. 

Regional domains used for both the org and the client must match.

For more information, see Multiple Genesys Cloud organizations.

Multiple Genesys Cloud organizations

You can use multiple Genesys Cloud organizations with a single Salesforce organization.

Log in to Genesys Cloud for Salesforce with the Genesys Cloud credentials that you want to use with this particular Genesys Cloud for Salesforce instance.

Genesys Cloud for Salesforce APIs

However, if you use Genesys Cloud OAuth clients to access the Genesys Cloud for Salesforce APIs, you cannot use multiple Genesys Cloud organizations with one Salesforce organization. The use of Genesys Cloud OAuth clients requires a one-to-one relationship between Genesys Cloud and Genesys Cloud for Salesforce.

Items that access the Genesys Cloud for Salesforce APIs:

  • Campaign Management integration
  • Routing of Salesforce Emails integration
  • Genesys Cloud for Salesforce SDK

These items that access the APIs pull data from your Genesys Cloud organization into your Salesforce organization that has the Genesys Cloud for Salesforce client. For more information, see About Campaign Management in Genesys Cloud for Salesforce, About Routing of Salesforce Emails in Genesys Cloud for Salesforce, and SDKs in Genesys Cloud for Salesforce.

One possible workaround for Routing of Salesforce Emails is to use an Architect email flow to triage email interactions and distribute them to different Genesys Cloud organizations. For more information, see About Architect.

Different regions

You can have multiple Genesys Cloud organizations in different regions with a single Salesforce organization.

Modify the definition files in Genesys Cloud for Salesforce to use different regional domains. For example, if you want to use a Genesys Cloud organization that is located in the Asia Pacific (Tokyo) Genesys Cloud region, then modify the domain that appears for CTI Adapter URL to https://apps.mypurecloud.com.jp. For more information, see Change the region of your Genesys Cloud organization

When users log in to Genesys Cloud for Salesforce, they must log in with the Genesys Cloud credentials for the Genesys Cloud organization located in that particular region. 

For more information about the integration, see About Genesys Cloud for Salesforce.