The External Routing for Salesforce Service Cloud package contains the components to set up the External routing of Salesforce messages through Genesys Cloud.

To install the External Routing for Salesforce Service Cloud package:

1. On the Setup Home page, click the App Launcher icon and search for CX Cloud Genesys Settings item in the Search apps and items box and open the Lightning app that has the item.
   The Package Listings page appears.
2. Under Channels, click Install for the External Routing for Salesforce Service Cloud package.
3. In the first step of installation, select the Install for All Users or Install for Specific Profiles option.
4. (Optional) To approve the third-party access, select Yes, grant access to these third-party web sites and click Continue. Otherwise, click Cancel. To add the remote site settings manually, see Configure remote site settings in Salesforce.
5. Follow the on-screen instructions for installation.

Verify the installed package

Check and verify the package installation in Salesforce:

1. On the Setup Home page, search for Installed Packages in the Quick Find box and select Installed Packages.
2. Confirm that the External Routing for Salesforce Service Cloud package is installed.

The following video shows how to install the External Routing for Salesforce Service Cloud package to route the Salesforce message through Genesys Cloud:

For more information, see About CX Cloud from Genesys and Salesforce.