Configuring Gplus Adapter for Salesforce Lightning

Gplus Adapter for Salesforce is an integrated solution that provides the full Workspace Web Edition experience within the Salesforce Lightning environment. Adapter is part of the Genesys Gplus Adapters, which provide out-of-the-box, pre-packaged, and vendor-validated solutions that integrate Genesys’ Customer Experience Platform to the leading CRM solutions. It's included as part of the Web Services and Applications installation package.

Important

The Gplus Adapter URL in Salesforce Call Center follows this format: https://<your company name>/ui/crm-workspace/index.html
Contact your Genesys Professional Services representative to obtain the correct domain name.

Adapter provides a single integrated agent desktop experience that offers rich data integration between Genesys and Salesforce applications through screen pops, activity tracking, and click-to-dial. It presents complete customer information at a glance to more effectively serve customers in Salesforce. Adapter leverages Agent Desktop functionality and the Salesforce Open CTI API.

Tip

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

If an agent has minimized Adapter to handle other tasks in Salesforce, the Adapter window is automatically maximized by the following events:

• Receiving voice, chat, email, or workitem interactions
• Releasing interactions
• Marking Done interactions
• Receiving connections error notifications
• Receiving confirmation that an interaction has been added to the Genesys Universal Contact Server (UCS) database

What's next? You can start configuring Adapter:

• Salesforce as SSO and IDP
• Activity History
• Screen Pop
• Click-to-dial rules
• Open Media items
• Genesys Interaction Recording
• Configuration Options