ATC/Current/AdminGuide/ScenarioArchFlows - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:31Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Barbara.martin@genesys.com: Published

2021-05-13T13:17:47Z

Published

Barbara.martin@genesys.com: Published

2021-04-14T14:52:02Z

Published

Barbara.martin@genesys.com: Published

2020-12-18T16:28:14Z

Published

Barbara.martin@genesys.com: Published

2020-12-17T16:22:15Z

Published

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Barbara.martin@genesys.com: Published

2020-11-19T14:50:05Z

Published

Barbara.martin@genesys.com: Text replacement - "https://help.mypurecloud.com/articles/altocloud-permissions-overview" to "https://help.mypurecloud.com/articles/?p=195191"

2020-11-19T12:48:54Z

Text replacement - "https://help.mypurecloud.com/articles/altocloud-permissions-overview" to "https://help.mypurecloud.com/articles/?p=195191"

Harleyvibes: Published

2020-10-12T15:56:02Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:29:51Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:32Z

Text replacement - "PureCloud" to "Genesys Cloud"

@@ Line 9: / Line 9: @@
 |Prereq='''Prerequisites'''
-*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud:]
+*[https://help.mypurecloud.com/articles/?p=195191 Configure the following permissions in Genesys Cloud CX:]
 **'''Architect''' > '''Flow''' > '''All'''
 **'''Architect''' > '''UI''' > '''All'''
@@ Line 20: / Line 20: @@
 **'''Scripter''' > '''Script''' > '''All''' (to create agent-facing scripts)
 *Deploy one of the following:
-**For Genesys Cloud customers using web messaging, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Messenger_configuration|display text=configure and deploy Genesys Messenger}}.
+**For Genesys Cloud CX customers using web messaging, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Messenger_configuration|display text=configure and deploy Genesys Messenger}}.
 **For all other customers, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=deploy the tracking snippet}} on the website to track so that you can trigger the action map based on pageview events. To trigger an action map based on other events, use {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=ac('record')}} to send {{MINTYDOCSPRODUCT}} data about the events to track.
 |Section={{Section
@@ Line 33: / Line 33: @@
 #Prepare the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=PrepIntDataActions|display text=Salesforce data actions}}.
 #Get the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=AFSFExampleWorkflow|display text=Salesforce Lead Creation and Campaign Attribution example workflow}}.
-#In Genesys Cloud Architect, prepare {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=BuildArchFlows|anchor=AFWorkflow|display text=a workflow}}.
+#In Genesys Cloud CX Architect, prepare {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=BuildArchFlows|anchor=AFWorkflow|display text=a workflow}}.
 #Prepare an {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=SFAFActionMap|display text=action map to use the Architect flow action}}.
 #Monitor your Architect flow action with a {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=MonitorArchFlows|display text=report}}.
-#'''Genesys Cloud users:''' (Optional) Use scripts to help agents view and create a Salesforce lead:
+#'''Genesys Cloud CX users:''' (Optional) Use scripts to help agents view and create a Salesforce lead:
 #*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=SalesforceScripts|display text=Learn }} about the Salesforce Lead Creation and Campaign Attribution script
 #*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=AFSFScriptDownload|display text=Download}} the Salesforce Lead Creation and Campaign Attribution script
@@ Line 71: / Line 71: @@
 |structuredtext====Prepare the Salesforce data actions integration===
-#In Genesys Cloud, go to '''Admin''' > '''Integrations''' > '''Integrations'''.
+#In Genesys Cloud CX, go to '''Admin''' > '''Integrations''' > '''Integrations'''.
 #Click '''+ Integrations'''.
 #Install a [https://help.mypurecloud.com/articles/?p=65380 '''Salesforce data actions''' integration].
@@ Line 162: / Line 162: @@
 |Media=Image
 |image=gpe_salesforce_agent_script_lead_diagram.png
-|structuredtext={{NoteFormat|Scripting is available for Genesys Cloud customers only.|}}A script is a set of instructions that helps agents as they interact with users. {{MINTYDOCSPRODUCT}} provides a script template that shares existing lead-related information about a user from Salesforce. If no Salesforce record exists for the user, the script helps the agent create a lead record in Salesforce, if appropriate. Salesforce lead information for a user displays and collects in a widget. To make this work, download both the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=AFSFScriptDownload|display text=script template and data actions}}.
+|structuredtext={{NoteFormat|Scripting is available for Genesys Cloud CX customers only.|}}A script is a set of instructions that helps agents as they interact with users. {{MINTYDOCSPRODUCT}} provides a script template that shares existing lead-related information about a user from Salesforce. If no Salesforce record exists for the user, the script helps the agent create a lead record in Salesforce, if appropriate. Salesforce lead information for a user displays and collects in a widget. To make this work, download both the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=AFSFScriptDownload|display text=script template and data actions}}.
 For more information about scripts, see:

@@ Line 19: / Line 19: @@
 **'''Scripter''' > '''Published Script''' > '''Add''', '''View''' (to add agent-facing scripts)
 **'''Scripter''' > '''Script''' > '''All''' (to create agent-facing scripts)
-*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Tracking_snippet|display text=Deploy the {{MINTYDOCSPRODUCT}} tracking snippet}} on the website to track so that you can trigger the action map based on pageview events.
+*Deploy one of the following:
-*To trigger an action map based on other events, use {{Link-AnywhereElse|product=ATC|version=Current|manual=SDK|topic=Record|display text=ac('record')}} to send {{MINTYDOCSPRODUCT}} data about the events to track.
+**For Genesys Cloud customers using web messaging, {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=Messenger_configuration|display text=configure and deploy Genesys Messenger}}.
 |Section={{Section
 |sectionHeading=Configuration overview

@@ Line 4: / Line 4: @@
 |TocName=Salesforce lead creation and campaign attribution
 |Context=Use {{MINTYDOCSPRODUCT}} to track campaign-related web activity and create leads with their associated campaign attributes in Salesforce. You can also provide agents with a script that they can use to create and update Salesforce leads.
 |ComingSoon=No
 |Platform=PureConnect, GenesysCloud, GenesysEngage-cloud

@@ Line 125: / Line 125: @@
 You can provide the campaign ID to the workflow directly. If you do not provide the campaign ID, the workflow attempts to extract the UTM campaign from the session ID to complete the association.
-#{{Repository|Salesforce-Lead-Creation-And-Campaign-Attribution.i3WorkFlow||Click here to download the Salesforce-Lead-Creation-And-Campaign-Attribution.i3WorkFlow}}
+#{{Repository|Salesforce-Lead-Creation-And-Campaign-Attribution.i3WorkFlow||Download the Salesforce-Lead-Creation-And-Campaign-Attribution.i3WorkFlow}}
 #Associate the data actions.
 #Publish the workflow.

@@ Line 59: / Line 59: @@
 |anchor=SFUserAcct
 |alignment=Vertical
-|structuredtext=In Salesforce, create a [https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration/ dedicated user account] with the appropriate rights to use the Salesforce data action integration on behalf of {{MINTYDOCSPRODUCT}}. This user account will act on behalf of your entire organization to perform the data actions that are needed for the Salesforce integration.
+|structuredtext=In Salesforce, create a [https://help.mypurecloud.com/articles/?p=177867 dedicated user account] with the appropriate rights to use the Salesforce data action integration on behalf of {{MINTYDOCSPRODUCT}}. This user account will act on behalf of your entire organization to perform the data actions that are needed for the Salesforce integration.
 |Status=No
 }}{{Section
@@ Line 71: / Line 71: @@
 #In Genesys Cloud, go to '''Admin''' > '''Integrations''' > '''Integrations'''.
 #Click '''+ Integrations'''.
-#Install a [https://help.mypurecloud.com/articles/about-salesforce-data-actions-integration/ '''Salesforce data actions''' integration].
+#Install a [https://help.mypurecloud.com/articles/?p=65380 '''Salesforce data actions''' integration].
 #On the '''Configuration''' tab, configure the credentials to use the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=SFUserAcct|display text=dedicated Salesforce user account}} that you created in your Salesforce organization.
@@ Line 77: / Line 77: @@
 #Download the required Salesforce data actions. For download links and descriptions, see the table that follows these instructions.
-#[https://help.mypurecloud.com/articles/import-or-export-a-data-action-for-integrations/ Import the data actions] and associate them with the Salesforce data actions integration.
+#[https://help.mypurecloud.com/articles/?p=161024 Import the data actions] and associate them with the Salesforce data actions integration.
-#Optionally [https://help.mypurecloud.com/articles/test-data-actions-integrations/ test the setup of your contract.]
+#Optionally [https://help.mypurecloud.com/articles/?p=141929 test the setup of your contract.]
 #Save and publish the data actions.
@@ Line 146: / Line 146: @@
 #From the '''New value''' list, select the value you want to send to the data action.
 #*'''Static value''': This is a unique identifier that {{MINTYDOCSPRODUCT}} creates for every user.
-#*'''Session''': This is a unique identifier that helps track user activity over time. For more information on how the session ID is used with Architect, see [https://help.mypurecloud.com/articles/get-journey-session-action/ Get Journey Session action].
+#*'''Session''': This is a unique identifier that helps track user activity over time. For more information on how the session ID is used with Architect, see [https://help.mypurecloud.com/articles/?p=215371 Get Journey Session action].
 #*'''External Contact ID''': This is a unique identifier that maps a user across the Genesys suite of products.
 #*'''Other values''':
@@ Line 164: / Line 164: @@
 For general information about scripts, see:
-*[https://help.mypurecloud.com/articles/about-scripting/ About scripting]
+*[https://help.mypurecloud.com/articles/?p=54284 About scripting]
-*[https://help.mypurecloud.com/articles/about-widgets-for-web-chat/ About widgets for webchat]
+*[https://help.mypurecloud.com/articles/?p=194115 About widgets for webchat]
-*[https://help.mypurecloud.com/articles/use-scripts/ Use scripts]
+*[https://help.mypurecloud.com/articles/?p=63968 Use scripts]
 |Status=No
 }}{{Section

@@ Line 5: / Line 5: @@
 |Context=Use {{MINTYDOCSPRODUCT}} to track campaign-related web activity and create leads with their associated campaign attributes in Salesforce. Also provide agents with a script they can use to create and update Salesforce leads.
 |ComingSoon=No
-|Platform=GenesysEngage-cloud, PureConnect, GenesysCloud
+|Platform=PureConnect, GenesysCloud, GenesysEngage-cloud
 |Prereq='''Prerequisites'''
 *[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]
 **'''Architect''' > '''Flow''' > '''All'''
 **'''Architect''' > '''UI''' > '''All'''
 **'''Integrations '''> '''Integration '''> ''' All '''
 **'''Integrations''' > '''Action '''> '''All '''
 **'''Journey''' > '''Action Map''' > '''All'''
 **'''Journey''' > '''Event Type''' > '''View''' (to configure an action map with an event trigger)
 **'''Journey''' > '''Report''' > '''View'''
 **'''Scripter''' > '''Published Script''' > '''Add''', '''View''' (to add agent-facing scripts)
 **'''Scripter''' > '''Script''' > '''All''' (to create agent-facing scripts)
@@ Line 28: / Line 28: @@
 |structuredtext=#Prepare your {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=PrepareCampaign|display text=web campaign}}.
 #Create a dedicated {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=SFUserAcct|display text=Salesforce user}}.
-#Prepare the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=AFSFConfigureIntegration|display text=Salesforce data actions integration}}.
+#Prepare the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=PrepIntDataActions|display text=Salesforce data actions integration}}.
-#Prepare the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=AFSFDataActions|display text=Salesforce data actions}}.
+#Prepare the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=PrepIntDataActions|display text=Salesforce data actions}}.
 #Get the {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=AFSFExampleWorkflow|display text=Salesforce Lead Creation and and Campaign Attribution example workflow}}.
 #In Genesys Cloud Architect, prepare {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=BuildArchFlows|anchor=AFWorkflow|display text=a workflow}}.
@@ Line 39: / Line 39: @@
 #*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=AFSFScriptConfAgent|display text=Configure}} agent accounts.
 #*{{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=AFSFScriptAgentAccess|display text=Communicate}} with agents about how to access and use the Salesforce Lead Creation and Campaign Attribution script.
 |Status=No
 }}{{Section
@@ Line 46: / Line 44: @@
 |anchor=PrepareCampaign
 |alignment=Vertical
 |structuredtext=Please use the following UTM parameters to track campaign-related activity on your website:
@@ Line 58: / Line 54: @@
 <br />
 |Status=No
 }}{{Section
@@ Line 65: / Line 59: @@
 |anchor=SFUserAcct
 |alignment=Vertical
 |structuredtext=In Salesforce, create a [https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration/ dedicated user account] with the appropriate rights to use the Salesforce data action integration on behalf of {{MINTYDOCSPRODUCT}}. This user account will act on behalf of your entire organization to perform the data actions that are needed for the Salesforce integration.
 |Status=No
 }}{{Section
@@ Line 121: / Line 111: @@
 {{!}}Retrieves the lead attributes associated with the email address
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 140: / Line 129: @@
 #Publish the workflow.
 #Switch to Architect to {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=BuildArchFlows|anchor=AFWorkflow|display text=prepare the workflow}}.
 |Status=No
 }}{{Section
@@ Line 166: / Line 153: @@
 #Click '''Override'''.
 #Repeat these steps for all of the variables you want to override.
 |Status=No
 }}{{Section
@@ Line 182: / Line 167: @@
 *[https://help.mypurecloud.com/articles/about-widgets-for-web-chat/ About widgets for webchat]
 *[https://help.mypurecloud.com/articles/use-scripts/ Use scripts]
 |Status=No
 }}{{Section
@@ Line 189: / Line 172: @@
 |anchor=AFSFScriptDownload
 |alignment=Vertical
 |structuredtext=#{{Repository|Salesforce-View-Create-Update-Lead-Script.script||Click here to download the {{MINTYDOCSPRODUCT}}-Salesforce-View-Create-Update-Lead-Script.script}}
 #Download the required data actions. For more information, see the following table.
@@ Line 212: / Line 193: @@
 {{!}}Updates an existing lead in Salesforce with the specified attributes
 {{!}}}<br />
 |Status=No
 }}{{Section
@@ Line 219: / Line 198: @@
 |anchor=AFSFScriptConfAgent
 |alignment=Vertical
 |structuredtext=In order for an agent to use the Salesforce script, you must configure the agent's account with the following permissions:
@@ Line 227: / Line 204: @@
 Agents will use the same dedicated {{Link-SomewhereInThisVersion|manual=AdminGuide|topic=ScenarioArchFlows|anchor=SFUserAcct|display text=Salesforce user account}} that {{MINTYDOCSPRODUCT}} uses to view and update leads in Salesforce.
 |Status=No
 }}{{Section
@@ Line 244: / Line 219: @@
 [[File:JourneyLeadScriptEx.png|alt=Agent script with Salesforce ID|full|link=https://all.docs.genesys.com/File:JourneyLeadScriptEx.png]]
 |Status=No
 }}
 }}

ATC/Current/AdminGuide/ScenarioArchFlows - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Published

Barbara.martin@genesys.com: Text replacement - "https://help.mypurecloud.com/articles/altocloud-permissions-overview" to "https://help.mypurecloud.com/articles/?p=195191"

Harleyvibes: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"