FAQs: CX Cloud from Genesys and Salesforce

Secure Pause in the Genesys Cloud platform and Secure pause and resume of call recordings in the CX Cloud from Genesys and Salesforce have been validated as Level 1 PCI DSS-compliant.

Yes, the CX Cloud from Genesys and Salesforce integration supports Virtual Desktop Infrastructure (VDI) configurations.

Agents can handle interactions in the CX Cloud, Voice for Salesforce Service Cloud console through a VDI environment. For more information, see Set Up Voice Call Audio for Virtual Desktop Users. 

Genesys Cloud uses WebRTC Media Helper in a VDI environment. For more information, see Use WebRTC Media Helper in a Virtual Desktop Infrastructure (VDI) environment.

Yes, as an administrator you can deploy the Genesys Cloud Background Assistant (GCBA) for screen recording that supports the CX Cloud from Genesys and Salesforce integration. 

To enable screen recording, you must install CX Cloud, Voice for Salesforce Service Cloud package and add the Genesys Cloud CX Utility to the Salesforce Service Cloud console. This is necessary regardless of whether the interaction is voice-only, voice and digital, or digital-only.

For more information, see About CX Cloud from Genesys and Salesforce.

For more information about screen recording, see Genesys Cloud Background Assistant (GCBA) overview and About screen recording.

You can integrate a single Salesforce org with multiple Genesys Cloud orgs by creating a separate Lightning app for each respective org in Genesys Cloud regardless of whether the CX Cloud, Voice for Salesforce Service Cloud Voice package is installed. 

Follow the steps to set up the CX Cloud, Digital and AI for Salesforce Service Cloud Voice and in the final step to create a Lightning app, ensure that you select the following details:

• Add the utility items – Omni-Channel, Genesys Cloud for CX Utility and CX Cloud, Digital and AI.
• Add the navigation items – Experience

In this approach, the combination of the Omni Channel widget and other utility items configured within the Lightning app works for multi-org. When you use Salesforce Service Cloud Voice, an agent can belong only to a single contact center in Salesforce and their assigned contact center represents a CX Cloud from Genesys and Salesforce integration. When agents use the Lightning app, they are automatically associated with the corresponding Genesys Cloud org. You can create Lightning apps for any number of Genesys Cloud orgs.

When Salesforce Service Cloud Voice is not used, the agents do not belong to a contact center and the Genesys Cloud org is determined based on the CX Cloud, Digital and AI utility item configuration. Similarly, you can continue to add a new Lightning app as required when Salesforce Service Cloud Voice is not used to accommodate the integration to additional Genesys Cloud orgs.

For more information, see About CX Cloud from Genesys and Salesforce, Set up CX Cloud, Digital and AI for Salesforce Service Cloud, and Create a Lightning app for CX Cloud, Digital and AI for Salesforce Service Cloud.

You can make CX Cloud, Digital and AI for Salesforce Service Cloud to stitch Salesforce Contact and Case automatically using the Architect workflow in Genesys Cloud.

In the Architect workflow in Genesys Cloud, add the following attributes to the customer participant data:

• firstName
• lastName
• email
• caseNumber

When the Experience object is created, CX Cloud, Digital and AI for Salesforce Service Cloud searches for a Salesforce Contact with the same email. If no Contact is found, it creates a new one. If the Contact exists already and a Case number is provided, it also tries to connect to the Case. In Architect, you can use the Set Participant Data step to set the attributes as shown in the illustration:

For more information, see About CX Cloud from Genesys and Salesforce and Set Participant Data action.

No, you can assign a Salesforce user either to Genesys Cloud for Salesforce or CX Cloud from Genesys and Salesforce.

You can have both the setups running together in your environment, but you cannot assign a Salesforce user to both the setups. For other limits and limitations for Service Cloud Voice, you can refer to the Salesforce documentation.