Can I assign a Salesforce user to both Genesys Cloud for Salesforce and CX Cloud from Genesys and Salesforce integrations? - Genesys Cloud Resource Center

No. You can assign a Salesforce user either to Genesys Cloud for Salesforce or CX Cloud from Genesys and Salesforce.

You can have both the setups Genesys Cloud for Salesforce and CX Cloud from Genesys and Salesforce running together in your environment, but you cannot assign a Salesforce user to both the setups. For other limits and limitations for Service Cloud Voice, you can refer to the Salesforce documentation.

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Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.