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>.genesyscloud.com/ui/crm-workspace/index.html

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

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.

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 (for example, Screen Pop settings) per your business needs by following further topics in this guide or learn the Gplus Adapter Configuration options set from here.