Documentation:HTCC:GPA:Welcome:9.0.0DRAFT

Gplus Adapter for Salesforce Lightning User's Guide

Welcome to the Gplus Adapter for Salesforce Lightning User's Guide. This guide provides all the information you need to start working with the Gplus Adapter.

What is Gplus Adapter for Salesforce Lightning?

Gplus Adapter for Salesforce Lightning is an enhanced soft phone integrated within the Salesforce environment that offers many of the same features as the Genesys Workspace Agent Desktop. This solution provides Genesys contact center functions along with Salesforce-specific features such as updating activity history, screen pop, and click-to-dial.

Important

Gplus Adapter for Salesforce is supported ONLY in Lightning Experience. Genesys does not support other modes of Salesforce.

How can I use Gplus Adapter as an agent?

As an agent, you can use Gplus Adapter to handle inbound calls without navigating away from your Salesforce environment. Using adapter you can make sure that you keep on top of your KPIs.

Kimlan to confirm the below note.

Tip

For best performance, Salesforce recommends that Lightning users adopt the Google Chrome™ browser and machines with 8 GB of RAM. To view more Salesforce recommendations, see Saleforce Lightning Experience Console Recommendations.

Check out the topics below to explore more details.

• Getting Started - helps you to get quickly up and running with your Gplus Adapter.
• Working with Gplus Adapter - helps you to understand the features and functions that are available in Salesforce Lightning as part of Gplus Adapter integration.
• Agent Desktop help - helps you to explore complete set of functions that you can use in the adapter as an agent.

Important

What you see in the Gplus Adapter depends on your contact center and your role within it, so you might not be able to do or see all the things covered in this help. If you think you should be able to do or see something you can't, check with your supervisor or system administrator.