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Piero Calcagno (Principal Solution Engineer presso Salesforce) ha postato in Salesforce Integration
12 apr 2021, 11:42

Use Genesys Cloud for Salesforce adapter to handle interaction across all channel without using SF Omni-channel. Pls HELP!

 

Hi Everybody,

 

I working on the integration between Genesys Pure Cloud and Salesforce. The challenges we are facing are related to the fact that the client's contact centre currently handles all channels via Genesys. In particular, they leverage workforce management, quality assurance and real-time monitoring capabilities provided by Genesys Cloud across all channels.

 

Normally, the right solution to apply would have been when SF comes into play:

  1. Use the adapter to handle voice interactions
  2. Use SF omnichannel capabilities to handle text-based interactions (chat, email, WhatsApp, SMS, etc...)
  3. The adapter would guarantee the synchronization of the agent status between GC and SF

Unluckily, the option described above won't allow us to preserve WFM, QA and RT monitoring for all the channels that will not pass through Genesys (see point 2). 

 

This was a digest of the story that is bringing me to consider an option where

  1. All interactions will flow through Genesys as it happens today for the client
  2. The adapter will basically handle the UI integration between the two systems
  3. No omnichannel capabilities in place

My questions are:

  • Does anyone have experience with such a similar scenario?
  • How is the CSR experience with text-based interactions (e.g. with a chat)? The chat should be handled in a Genesys frame. Correct? Is this frame integrated into the console? Or will it be promoted as a separate screen?

I don't have the chance to test this scenario and I didn't receive any useful advice from Genesys. 

 

Thanks in advance for your support!

 

Regards,

 

Piero

1 commento
  1. Maxwell Lord (DGT27)
    9 mar, 06:48

    Hi Piero,

    Yes, this scenario is fairly common. When a contact center relies on Genesys for WFM, QA, and real-time monitoring, the recommended approach is to keep Genesys as the single interaction routing layer and use the Genesys Cloud for Salesforce adapter only for UI and CRM integration.

    In this architecture, all channels (voice, chat, email, messaging) continue to flow through Genesys. Salesforce Service Console becomes the agent workspace, while the Genesys interaction panel is embedded inside Salesforce for handling conversations. Screen pops, case creation, and activity logging can still occur in Salesforce without using Omni-Channel.

    This preserves centralized reporting and workforce management in Genesys.

    If you need implementation guidance, a Salesforce Genesys Cloud integration consultant at dgt27 can help review the architecture, validate routing design, and ensure the Salesforce and Genesys environments remain aligned without disrupting existing contact center operations.

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Pietro Messina (Software Engineer | Salesforce Consultant | Salesforce Developer presso Wondercode AG) ha postato in * Service Cloud *
10 dic 2020, 19:34

Good evening to everyone, 

I need help with one type of implementation.

I configured the Genesys PureCloud integration in my dev environment.

I want to ask if someone knows how to automatically create a case, open the created case page, being the call still established, 

Thanks is advance for the answers.

4 commenti
  1. Maxwell Lord (DGT27)
    9 mar, 07:00

    Good evening Pietro,

    Yes, this is possible with the Genesys Cloud for Salesforce adapter, though it usually requires some configuration on the Salesforce side.

    When a call connects, the adapter sends interaction data to Salesforce (ANI, interaction ID, queue, etc.). You can use Lightning Flow, Apex, or an interaction handler to automatically create a Case based on that event. The Case can then be opened automatically in the Service Console while the call is still active, allowing the agent to capture notes and manage the interaction in real time.

    This pattern is common in Service Cloud environments where agents work directly from Salesforce during live interactions.

    If you need help implementing or reviewing this architecture, a Genesys Salesforce integration consultant from dgt27 can assist with a proper Genesys Salesforce Integration setup.

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Pietro Messina (Software Engineer | Salesforce Consultant | Salesforce Developer presso Wondercode AG) ha postato in Salesforce Flow Automation
10 dic 2020, 19:30

Good evening to everyone, 

I need help with one type of implementation.

I configured the Genesys PureCloud integration in my dev environment.

I want to ask if someone knows how to automatically create a case, open the created case page, being the call still established, 

Thanks is advance for the answer.

1 commento
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Anne Williams (Senior Business Analyst presso Presbyterian Support Northern) ha fatto una domanda in #Service Cloud
22 set 2021, 20:39
Is it possible to match an incoming call from Genesys Cloud with a Salesforce Lightning Service User using more than just the caller's phone number?

Can someone advise if it is possible to match an incoming call from Genesys with a Salesforce Lightning Service User using more than just the caller's number? We are exploring whether we can prevent the retrieval of Service User data (person account) or their related Session Notes (cases) unless there is a match on BOTH the caller/service user's phone number AND queue called. (Queue called is stored in a field within the case/session note belonging to the Service User). We are determining if we can meet a requirement to ensure that an agent only has contextual information available to them about a caller's previous interactions with our organisation. For example, if the Service User has previously contacted us about Service A and B (on Queues A and B), if they call us again about Service A (on Queue A) we only retrieve the Session Notes (cases) associated with Service A and not those related to Service B. If they call us about Service C we would retrieve the Service User but no Session Notes (cases). Is this possible to configure? I have looked through Feature Settings > Service > Call Centre > Softphone Layouts and can see how to configure the behaviour ONCE there is a match, but I haven't found where I can configure what constitutes a match. Hope someone has the knowledge :-)

 

#Service Cloud  #Integration #Genesys PureCloud Integration

1 risposta
  1. Kermit Del Rosario (N/A)
    23 set 2021, 19:56

    Hi Anne,

     

    Sorry for the inconvenience. In case you don't receive a response here, may I also to contact Genesys Cloud Support to get additional assistance on this.

     

    Regards,

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Riham Alhomsi (Generali)
9 lug 2021, 15:12
Hello everyone,

Could you please help me with this problem?

I have the following picklist values for the status field in case object: (New, in progress, waiting for client ..., closed)   Also have integration between genesys IVR and salesforce, so basically when a new case is created via IVR channel, the case should have the status = New but some cases are created with status = OPEN , even though this value is not created inside salesforce,

when checking the picklist values for status field inside the case object, the (OPEN) value appeared as a deactivated value, created by Genesys user. and every time I delete this value (that is deactivated but somehow it appears in cases) it comes back ..

 

currently Im solving this problem by deleting this (deactivated value) and replacing it with (NEW ) value, to update the cases status, but I need to know if there is a way to solve this problem permanently. and if the solution gonna be from genesys side that maybe they should configure the status to ahve the same name as it is in Salesforce instead of the word (open) to be (new) just like Salesforce... any help is appreciated.

Thanks, Riham.  

 

#Genesys PureCloud Integration #Service Cloud #Integration 

2 risposte
  1. Adityan Thiruchuri (Cloud SynApps)
    9 lug 2021, 16:21

    If the case is coming with status as "Open" it gets created with the same value and as there is no "Open" value present in that status field, it is creating a new entry and as it is from back-end it is appearing under inactive values.  There is an option called " Restrict picklist to the values defined in the value set " in the picklist field.  If you have this checked, then the system will not allow the record have any value apart from those that are present in the field.  But the draw-back is record insertion gets failed.

     

    My suggestion is either make sure that the external system is sending with proper value or have a record triggered flow and use it to modify the status value to "NEW".

     

    Mark this as best if it helps

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