About Campaign Management in CX Cloud from Genesys and Salesforce

AI-generated summary

Genesys Cloud integration with Salesforce allows you to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce using the Outbound Campaign Management package. It replicates Genesys Cloud campaign settings in Salesforce to sync campaign data between the two platforms. You can configure global settings, campaign settings, contact list sync, and page layouts in Salesforce to set up campaign management. This enables monitoring campaign activity, fixing sync issues, rerouting requests, and reconciling campaign data after completion. Key technical details include OAuth authentication, permissions, custom tabs, and Lightning components for the integration.

CX Cloud from Genesys and Salesforce integration allows you to create, manage, and view Genesys Cloud outbound dialing campaigns in Salesforce using the Outbound Campaign Management for Salesforce Cloud package.

Important: The Outbound Campaign Management for Salesforce Cloud does not replace the administration of campaigns in Genesys Cloud but allows you to create additional campaigns with new contact lists from data stored in your Salesforce organization. The integration replicates the Genesys Cloud campaign settings in Salesforce for Salesforce campaigns to follow and syncs only those campaigns created in Salesforce with Genesys Cloud.

Overview

The Outbound Campaign Management for Salesforce Cloud uses campaigns, campaign members, campaign settings, and campaign schedules in Salesforce and syncs campaign data between your Salesforce and Genesys Cloud organizations.

Get started

In Genesys Cloud, create an OAuth client. Then in Salesforce, configure authentication, campaign management, and page layout settings. After you create a campaign setting, associate the setting with a campaign.

Set up campaign management

In Salesforce, configure the global campaign settings, Genesys Cloud campaign settings, and page layout settings. Then, create a campaign setting and associate the setting with a campaign.

Work with campaigns

After a campaign starts, you can monitor the campaign activity, fix sync failures and list request failures, and reroute requests in Salesforce. After a campaign ends, Genesys Cloud reconciles data on campaign and campaign member records in Salesforce.

Troubleshoot

For general troubleshooting, check the logs in Salesforce. The Logging section includes logs about any integration that you have configured.

Check logs

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