Genesys Cloud CX Base component enables controlled communication with Genesys Cloud APIs and authentication via Genesys Cloud for Salesforce components. Key features include synchronization of data, authentication and state across browser windows, tabs and pages. The component provides core authentication for stand-alone components in Genesys Cloud. Administrators can configure properties like authentication token, region selection, and display type. It displays the agent username and connection status in Genesys Cloud CX Utility.
Install CX Cloud, Voice for Salesforce Service Cloud package
Administrators can add the Genesys Cloud CX Base Component as the core authentication method for stand-alone components. The component provides the following features:
Enables controlled communication with Genesys Cloud APIs for Salesforce components.
Enables authentication via Genesys Cloud for Salesforce components.
Synchronization of data, authentication and state across browser windows, tabs and pages.
Configure the component
When you install the Voice for Salesforce Service Cloud package, the Genesys Cloud CX Base component is installed by default. When you add the Genesys Cloud CX Utility item to the contact center Lightning app, the inclusion of the base component is displayed:
Click the image to enlarge.
Note: The base component is installed by default. As a result, its selection in the utility window is no longer relevant and is marked as deprecated.
The base component displays the agent user name in the Genesys Cloud CX Utility. You can also add the base component as a stand-alone component to a Lightning page in Salesforce.
Display of agent name in the Genesys Cloud CX Utility
When you configure a contact center Lightning app in Salesforce Service Cloud Voice, you add the Genesys Cloud CX Utility to the app. The Genesys Cloud CX Base component is pre-configured with the following properties to:
Use the Service Cloud Voice authentication token.
Use the Service Cloud Voice region.
Display in mini layout mode.
The Genesys Cloud CX Utility displays the user name of the agent and the status indicator of the connection as shown in the illustration:
Note: You can add only one instance of the component per page.
When you add the component, you can configure the following properties:
Use Service Cloud Voice auth token – Select Yes only when the component is used for Service Cloud Voice. The Service Cloud Voice authentication token is used for all authentication. If you select No, then the agent is directed to the Genesys Cloud login screen for authentication.
Choose region – Select the region that you want to target for authentication and API requests. The selection of region depends on the region used by the component for authentication or network requests. Select Service Cloud Voice region only when the component is used for Service Cloud Voice.
Display Type – Select Full layout or Mini layout. When you select Full layout, the detailed user information is displayed.
Whereas the Mini layout displays only the user name and the connection status indicator.
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Configure Genesys Cloud CX Base component - Genesys Cloud Resource Center