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| − | < | + | =Gplus Adapter for Salesforce (v9)= |
| + | Genesys Engage offers Gplus Adapter functionality to integrate Genesys contact center interactions within the Salesforce environment. | ||
| + | |||
| + | The integrated solution presents a complete customer view allowing your contact center agents to service your customers. | ||
| + | |||
| + | See the [https://docs.genesys.com/Documentation/HTCC/9.0.0/Dep/Prerequisites Web Services and Applications] Deployment Guide for a list of the browsers supported for Gplus Adapter. | ||
| + | |||
| + | |||
| + | {{NoteFormat| | ||
| + | * The Gplus Adapter URL in Salesforce Call Center follows this format: <tt><nowiki>https://<your company name>/ui/crm-workspace/index.html</nowiki></tt> | ||
| + | * Gplus Adapter integration does not rely on legacy Salesforce API versions; therefore, changes to the Salesforce API do not affect Gplus Adapter integration. | ||
| + | |1}} | ||
| + | |||
| + | ==Salesforce Lightning and Salesforce Classic== | ||
| + | Gplus Adapter supports the following features and environments for both Salesforce Lightning and Salesforce Classic: | ||
| + | |||
| + | *Genesys media channels: voice, chat, SMS, email, and workitems. This document describes the common functionality and notes those features where support for Salesforce Classic is different from Salesforce Lightning. | ||
| + | *[https://admin.salesforce.com/blog/2021/admin-winter-22-release-dates-countdown Salesforce Winter '22 release]. | ||
| + | *[https://www.salesforce.com/products/service-cloud/overview/ Salesforce Service Cloud]. | ||
| + | *[https://www.salesforce.com/products/sales-cloud/overview/ Salesforce Sales Cloud]. | ||
| + | *[[ClicktoDial#HVS|Salesforce High Velocity Sales]]. | ||
| + | *[[GPlusGenFeatures#DisasterRecovery|Genesys Smart Failover for disaster recovery scenarios]]. | ||
| + | *[https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_platform_encryption_implementation_guide.pdf Salesforce Shield Platform Encryption]. | ||
| + | *[[GPlusGenFeatures#WebRTC|Browser-based WebRTC voice calling]]. | ||
| + | *Environments that use Reverse Proxy configuration. | ||
| + | |||
| + | The following features and environments are required for both Salesforce Lightning and Salesforce Classic: | ||
| + | |||
| + | *Salesforce Console in both Lightning and Classic. | ||
| + | |||
| + | == How do I setup Gplus Adapter in Salesforce Lightning? == | ||
| + | You can setup Gplus Adapter by following the procedures described in [[GPlusSalesforceLightning|Integrating Gplus Adapter in Salesforce Lightning]]. | ||
| + | |||
| + | == How do I setup Gplus Adapter in Salesforce Classic? == | ||
| + | You can setup Gplus Adapter by following the procedures described in [[GPlusSalesforceClassic|Integrating Gplus Adapter in Salesforce Classic]]. | ||
| + | |||
| + | == How do I migrate Gplus Adapter from an earlier version? == | ||
| + | |||
| + | See the [[Documentation:HTCC:MIG:UpgradeGplus:9.0.0|Migrating Gplus Adapter for Salesforce]] topic in the ''[[Documentation:HTCC:MIG:Welcome|Web Services and Applications Migration Guide]]'' to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce. | ||
| + | |||
| + | {{AnchorDiv|Diagram}} | ||
| + | ==How Gplus Adapter integrates Salesforce with Genesys Interactions== | ||
| + | Gplus Adapter for Salesforce enables the integration of Agent Workspace within the Salesforce environment to handle Genesys Contact Center interactions. Gplus Adapter triggers its functions, including storing and retrieving Salesforce interactions, based on the Genesys interaction events it receives for all types of interactions — inbound, outbound, or internal (transfer, conference, or consult). | ||
| + | |||
| + | [[File:GAPI 900 Architecture Diagram.png]] | ||
| + | |||
| + | Gplus Adapter for Salesforce integrates [[Welcome|Genesys Agent Workspace]] with five key Salesforce features: | ||
| + | |||
| + | *[[ScreenPop|Screen Pop]] – Gplus finds, obtains, or creates a Salesforce record which is displayed as a screen pop to the user during each interaction. | ||
| + | *[[ClicktoDial|Click-to-dial]] – a user starts an outbound call to a phone number displayed within a Salesforce record. | ||
| + | *[[ActivityHistory|Activity Task]] – Gplus creates an Activity Task, also known as a Call Log, and associates the task to the Salesforce record opened by Screen Pop or Click-to-dial. | ||
| + | *[[GPlusGenFeatures#RunApex|Run Apex]] – Gplus (optionally) invokes the Salesforce Apex when an interaction transitions between states. | ||
| + | *[[GPlusGenFeatures#SCAPI|Service Client API]] (SCAPI) – Salesforce (optionally) invokes the Gplus Service Client API (SCAPI). | ||
| + | |||
| + | First set up corresponding Salesforce objects and configurations, then set [[GPAConfig|Gplus options]] in Genesys Administrator Extension. | ||
| + | |||
| + | {{AnchorDiv|troubleshoot}} | ||
| + | ==How do I troubleshoot Gplus Adapter== | ||
| + | To troubleshoot screen pop and '''saveLog()''' method errors, refer to [[GplusTroubleshoot90|Troubleshooting Gplus Adapter Integration with Salesforce]]. | ||
| + | |||
| + | Gplus also enables you to view notifications of successful object creation on [[ScreenPop#screenpoplogic|screen pop]] and [[ActivityHistory#AgentNotifications|activity task]] updates. | ||
| + | |||
| + | == How do I access Gplus Adapter? == | ||
| + | You can access Gplus Adapter by logging into Salesforce and clicking the phone icon at the bottom-left corner of the window (bottom-right for Classic users). You will see a pop-up window where you can login with your Genesys credentials and start using the complete set of Genesys contact center functionalities. | ||
| + | |||
| + | [[Category:V:HTCC:9.0.0]] | ||
Latest revision as of 15:31, July 29, 2022
Contents
- 1 Gplus Adapter for Salesforce (v9)
- 1.1 Salesforce Lightning and Salesforce Classic
- 1.2 How do I setup Gplus Adapter in Salesforce Lightning?
- 1.3 How do I setup Gplus Adapter in Salesforce Classic?
- 1.4 How do I migrate Gplus Adapter from an earlier version?
- 1.5 How Gplus Adapter integrates Salesforce with Genesys Interactions
- 1.6 How do I troubleshoot Gplus Adapter
- 1.7 How do I access Gplus Adapter?
Gplus Adapter for Salesforce (v9)
Genesys Engage offers Gplus Adapter functionality to integrate Genesys contact center interactions within the Salesforce environment.
The integrated solution presents a complete customer view allowing your contact center agents to service your customers.
See the Web Services and Applications Deployment Guide for a list of the browsers supported for Gplus Adapter.
- The Gplus Adapter URL in Salesforce Call Center follows this format: https://<your company name>/ui/crm-workspace/index.html
- Gplus Adapter integration does not rely on legacy Salesforce API versions; therefore, changes to the Salesforce API do not affect Gplus Adapter integration.
Salesforce Lightning and Salesforce Classic
Gplus Adapter supports the following features and environments for both Salesforce Lightning and Salesforce Classic:
- Genesys media channels: voice, chat, SMS, email, and workitems. This document describes the common functionality and notes those features where support for Salesforce Classic is different from Salesforce Lightning.
- Salesforce Winter '22 release.
- Salesforce Service Cloud.
- Salesforce Sales Cloud.
- Salesforce High Velocity Sales.
- Genesys Smart Failover for disaster recovery scenarios.
- Salesforce Shield Platform Encryption.
- Browser-based WebRTC voice calling.
- Environments that use Reverse Proxy configuration.
The following features and environments are required for both Salesforce Lightning and Salesforce Classic:
- Salesforce Console in both Lightning and Classic.
How do I setup Gplus Adapter in Salesforce Lightning?
You can setup Gplus Adapter by following the procedures described in Integrating Gplus Adapter in Salesforce Lightning.
How do I setup Gplus Adapter in Salesforce Classic?
You can setup Gplus Adapter by following the procedures described in Integrating Gplus Adapter in Salesforce Classic.
How do I migrate Gplus Adapter from an earlier version?
See the Migrating Gplus Adapter for Salesforce topic in the Web Services and Applications Migration Guide to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce.
How Gplus Adapter integrates Salesforce with Genesys Interactions
Gplus Adapter for Salesforce enables the integration of Agent Workspace within the Salesforce environment to handle Genesys Contact Center interactions. Gplus Adapter triggers its functions, including storing and retrieving Salesforce interactions, based on the Genesys interaction events it receives for all types of interactions — inbound, outbound, or internal (transfer, conference, or consult).
Gplus Adapter for Salesforce integrates Genesys Agent Workspace with five key Salesforce features:
- Screen Pop – Gplus finds, obtains, or creates a Salesforce record which is displayed as a screen pop to the user during each interaction.
- Click-to-dial – a user starts an outbound call to a phone number displayed within a Salesforce record.
- Activity Task – Gplus creates an Activity Task, also known as a Call Log, and associates the task to the Salesforce record opened by Screen Pop or Click-to-dial.
- Run Apex – Gplus (optionally) invokes the Salesforce Apex when an interaction transitions between states.
- Service Client API (SCAPI) – Salesforce (optionally) invokes the Gplus Service Client API (SCAPI).
First set up corresponding Salesforce objects and configurations, then set Gplus options in Genesys Administrator Extension.
How do I troubleshoot Gplus Adapter
To troubleshoot screen pop and saveLog() method errors, refer to Troubleshooting Gplus Adapter Integration with Salesforce.
Gplus also enables you to view notifications of successful object creation on screen pop and activity task updates.
How do I access Gplus Adapter?
You can access Gplus Adapter by logging into Salesforce and clicking the phone icon at the bottom-left corner of the window (bottom-right for Classic users). You will see a pop-up window where you can login with your Genesys credentials and start using the complete set of Genesys contact center functionalities.