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.

Important

The Gplus Adapter URL in Salesforce Call Center follows this format: https://<your company name>/ui/crm-workspace/index.html

Salesforce Lightning and Salesforce Classic

Gplus Adapter supports the following Genesys media channels in Salesforce Lightning and Classic: 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.

Gplus Adapter requires 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 Gplus Adapter integrates Salesforce with Genesys Interactions

Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop 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 Desktop 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 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 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.