Training videos

AI-generated summary

Genesys Cloud for Salesforce training videos provide comprehensive instruction on four core integration features: call logging, email routing, screen pop, and workspace transfer. The call logging capability enables administrators to map interaction attributes to Salesforce activity records, with mapped data appearing directly within Salesforce. Email routing functionality allows configuration through the managed package and Process Builder to route Salesforce emails through Genesys Cloud, create associated cases, and transfer email interactions to queues using Architect flows. Screen pop functionality supports both chat and call interactions, with configuration available through developer tools and Architect flows, and includes softphone layout settings within Salesforce to control pop behavior. Workspace transfer capability allows administrators to configure transfer options and enables agents to transfer interactions between workspaces. These videos collectively demonstrate key integration capabilities including interaction data synchronization, omnichannel routing, and agent workspace management. Note that video content may reflect different application versions than currently available.

Note: This article applies to Genesys Cloud for Salesforce.

The following videos can help you understand features and functionality in Genesys Cloud for Salesforce.

Note: Views of Salesforce and Genesys Cloud for Salesforce in the videos could appear different from current versions of the applications.

Call logging
Email routing
Screen pop
Workspace transfer

Call logging

This video shows where administrators can map interaction attributes to Salesforce activity records and where these interaction attributes appear in Salesforce. For more information, see Synchronize interaction attributes with Salesforce activity records.

Email routing

This video walks through configuring email routing in the managed package, using Process Builder to route cases as emails through Genesys Cloud, and using an Architect flow to transfer an email interaction to a queue. The video also demonstrates a case being created for a Salesforce email that appears in the client. For more information, see About Routing of Salesforce Emails.

Screen pop

This video demonstrates a screen pop for a chat interaction, how the developer tool was used to execute the screen pop, and how to use Architect to screen pop for call interactions. The video also shows softphone layout settings in Salesforce that control how screen pops occur. For more information, see Screen pop in Genesys Cloud for Salesforce.

Workspace transfer

This video shows where administrators set the workspace transfer option and walks through what a workspace transfer looks like to agents sending and receiving a transfer. For more information, see Workspace transfers.

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

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