Genesys Cloud for Salesforce in Service Cloud

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Genesys Cloud for Salesforce in Service Cloud provides agents with additional capabilities like WebRTC phone pop/embed, workspace transfers, embedded interactions, and Console API integration. The Genesys Cloud client runs in both Sales Cloud and Service Cloud, with Service Cloud access requiring a special Salesforce license. Key features include configuring WebRTC phone windows, performing workspace transfers, adding embedded windows for scripts/chats/emails/messages, and using Console API events. This expands the Genesys Cloud integration in Salesforce for improved contact center functionality.

Note: This article applies to Genesys Cloud for Salesforce.

The Genesys Cloud for Salesforce client can run in Sales Cloud and Service Cloud.

Note: Access to Service Cloud requires a special license from Salesforce.com.

In Service Cloud, agents can take advantage of the client’s extra capabilities and developers can extend the client’s functionality.

Configure the WebRTC Phone browser window to pop or embed.
For more information, see Change your WebRTC phone settings.
Perform workspace transfers.
For more information, see Workspace transfers.
Use an embedded interaction window for scripts, chats, emails, and messages.
For more information, see Add an embedded interaction window.
Use Salesforce’s Console API to fire and listen for events.
For more information, see Events in Salesforce.

For more information about the integration, see About Genesys Cloud for Salesforce.

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Genesys Cloud for Salesforce in Service Cloud

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