About Campaign Management in CX Cloud from Genesys and Salesforce

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.

• Concepts
• Limitations
• Agent-owned records
• About CX Cloud from Genesys and Salesforce

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.

• OAuth client permissions
• Configure OAuth settings for campaign management
• Campaign management permissions
• Install the Outbound Campaign Management for Salesforce Cloud package
• Create custom tabs for Genesys Cloud campaign objects in Salesforce
• Create a Lightning Component tab for global campaign settings
• Create a Lightning app with the campaign management settings
• 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.

• Configure the campaign management global settings
• Retrieve Genesys Cloud campaign options
• Configure Genesys Cloud campaign settings
• Configure Genesys Cloud contact list sync job
• Configure phone types
• Configure contact list columns
• Configure the agent-owned column
• Configure page layout settings for campaigns and campaign members
• Create a campaign setting
• Add New Campaign Setting option
• Configure Genesys Cloud campaign setting information
• Configure phone type management
• Configure contact list column management
• Create a campaign schedule
• Associate a campaign setting and a campaign schedule with a campaign
• Configure the sort order of campaign members

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.

• Monitor campaign activity
• Fix campaign sync failures
• Fix failed contact list requests
• Resync campaign members
• Reconciliation of campaign data

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

• Check logs