FAQs: Genesys Cloud for Salesforce
Can I run Genesys Cloud Embeddable Framework or Genesys Cloud for Salesforce in multiple browser tabs?
Yes, you can run Genesys Cloud Embeddable Framework or Genesys Cloud for… [More]
Can I still use Google’s third-party deprecation flags for testing while using Genesys Cloud?
Yes. For customers using Chrome 120 version, Google recommends using the following… [More]
Can supervisors monitor interactions from the Genesys Cloud for Salesforce client?
No. Genesys Cloud for Salesforce integration offers events and customization that can… [More]
Do agent settings in the embedded clients remain after the browser cache is cleared?
Yes. Agent settings within the embedded client are saved on the server… [More]
Do the Genesys Cloud embedded clients allow users to use click-to-dial on behalf of a queue?
Absolutely! With Genesys Cloud for Salesforce, Genesys Cloud for Chrome, and Genesys… [More]
Does Genesys Cloud for Salesforce integration supports Salesforce Person Account?
Yes, Genesys Cloud for Salesforce integration supports Salesforce Person Accounts. Genesys Cloud… [More]
How do I add a custom field to my Salesforce pages?
Before you can add a custom field to your Salesforce pages, you… [More]
How is Genesys Cloud for Salesforce integration usage calculated?
Genesys checks two criteria and bills accordingly: A user holds a Genesys… [More]
Is the subject line for interactions in Genesys Cloud for Salesforce and Genesys Cloud for Zendesk always automatically populated?
Usually. The integrations create subject lines for interactions when the interactions connect…. [More]
Is the subject line for interactions in Genesys Cloud for Salesforce customizable?
No. Currently, the subject line is not customizable. Agents can manually override… [More]
Name change implications for the embedded clients
In 2020, Genesys changed the name of PureCloud to Genesys Cloud. Because… [More]
Special considerations about running multiple Genesys Cloud and Salesforce organizations
To run Genesys Cloud for Salesforce, you must have a Genesys Cloud… [More]
When I click View in Salesforce on the Interaction Log window, why does the page sometimes refresh and sometimes not refresh?
This behavior varies depending on if you are in Sales Cloud or… [More]
Whether Google’s third-party cookie phase out from Chrome browser impacts Genesys Cloud for Salesforce integration?
Salesforce announced that Google’s decision to phase out third-party cookies in Chrome… [More]
Which Salesforce API does Genesys Cloud for Salesforce use?
Genesys Cloud for Salesforce is based on the Salesforce Open CTI APIs, which… [More]
Why aren’t fields appearing on my Salesforce pages?
Genesys Cloud for Salesforce gathers data that you can add as default… [More]
Why aren’t notifications appearing?
You selected Show system notification for alerting interactions in the client, but… [More]
Why does the embedded client display error messages when Lightning Web Security is enabled?
Salesforce does not auto enable Lightning Web Security setting when it detects… [More]
Why isn’t the client appearing in Lightning?
For the client to appear in Salesforce Lightning, change a few settings… [More]
