PEC-GPA/HIW - Revision history

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:28Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:48Z

Matthew.west@genesys.com: Published

2021-01-28T14:50:02Z

Published

Matthew.west@genesys.com: Published

2021-01-20T22:16:54Z

Published

Matthew.west@genesys.com: Published

2020-12-04T19:04:33Z

Published

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

2020-07-25T02:34:24Z

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

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

2020-07-15T11:45:29Z

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

Jerickso: Published

2020-06-09T17:00:53Z

Published

Bgrenon: Published

2020-06-08T16:39:15Z

Published

New page

{{HIW
|product=
|Standalone=
|DisplayName=How Gplus Adapter for Salesforce works
|Application=Agent Desktop, Agent Setup
|Role=Administrator, Agent
|TocName=Gplus Adapter SF
|Platform=PureEngage
|ComingSoon=No
|Context=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions.
|featurename=Gplus Adapter for Salesforce
|ShortDescription=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce Lightning environment to handle Genesys contact center interactions.
|overviewtext=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions. The integrated solution presents a complete customer view allowing your contact center agents to service your customers. It supports Salesforce Click-to-dial, Screen Pops, and Activity History.
|featureoverview=You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}} from within Salesforce Lightning.
|FeatureSection={{FeatureSection
|featureheading=Setup and access Gplus Adapter in Salesforce
|relatedapps=Agent Setup
|users=Administrators
|anchor=
|description=To integrate Gplus Adapter into Salesforce, perform the Following steps:

#Enable Lightning in your Salesforce environment.
#Integrate Gplus Adapter in Salesforce.
#Add users to your Call Center.
#Configure the Utility bar for Gplus Adapter for the agents to easily access the application.
#Configure the Gplus Adapter features in Agent Setup.
#Configure Gplus Adapter SSO
|relatedarticles={{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|display text=Gplus Adapter for Salesforce Lightning Administrator's Guide}}

{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Gplus Adapter for Salesforce Lightning options}}
}}{{FeatureSection
|featureheading=Using Gplus Adapter for Salesforce
|relatedapps=Agent Desktop
|users=Agents
|anchor=
|description=As an agent, you can use Gplus Adapter to handle calls, chats, emails, or other media channels interactions without navigating away from your Salesforce environment.
|relatedarticles={{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Agent|topic=GPASFL|display text=Gplus Adapter for Salesforce Agent's Guide}}
}}
|HIWSection=
|advanced=No
}}

@@ Line 6: / Line 6: @@
 |Platform=GenesysEngage-cloud
 |Role=Administrator, Agent
-|Application=Agent Desktop, Agent Setup
+|Application=Agent Workspace, Agent Setup
 |featurename=Gplus Adapter for Salesforce
 |ShortDescription=Gplus Adapter for Salesforce enables the integration of Agent Workspace within the Salesforce environment to handle Genesys contact center interactions.
 |overviewtext=Gplus Adapter for Salesforce enables the integration of Agent Workspace within the Salesforce environment to handle Genesys contact center interactions. The integrated solution presents a complete customer view allowing your contact center agents to service your customers. It supports Salesforce Click-to-dial, Screen Pops, and Activity History.
-|featureoverview=You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}} from within Salesforce. See the {{Link-Standalone|topic=PEC-GPA/HIW|anchor=Diagram|display text=architecture diagram}} at the bottom of this page to see how it works.
+|featureoverview=You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Workspace}} from within Salesforce. See the {{Link-Standalone|topic=PEC-GPA/HIW|anchor=Diagram|display text=architecture diagram}} at the bottom of this page to see how it works.
 |FeatureSection={{FeatureSection
 |featureheading=Set up and access Gplus Adapter in Salesforce
@@ Line 28: / Line 28: @@
 }}{{FeatureSection
 |featureheading=Using Gplus Adapter for Salesforce
-|relatedapps=Agent Desktop
+|relatedapps=Agent Workspace
 |users=Agents
 |description=As an agent, you can use Gplus Adapter to handle calls, chats, emails, or other media channels interactions without navigating away from your Salesforce environment.
@@ Line 40: / Line 40: @@
 |HIWSectionText=[[File:GAPI 900 Architecture Diagram.png]]
-Gplus Adapter for Salesforce integrates Genesys Agent Desktop ({{Link-Standalone|topic=PEC-AD/HIW}}) with five key Salesforce features:
+Gplus Adapter for Salesforce integrates Genesys Agent Workspace ({{Link-Standalone|topic=PEC-AD/HIW}}) with five key Salesforce features:
 *{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|topic=GplusScreenPop90|display text=Screen Pop}} – Gplus finds, obtains, or creates a Salesforce record which is displayed as a screen pop to the user during each interaction.

@@ Line 38: / Line 38: @@
 |HIWSectionGif=No
 |HIWSectionAnchor=Diagram
-|HIWSectionText=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions. See the architecture diagram below.
+|HIWSectionText=[[File:GAPI 900 Architecture Diagram.png]]
-Gplus Adapter receives Genesys interaction events and screen pops Salesforce records and also creates or updates Salesforce Activity Tasks:
+Gplus Adapter for Salesforce integrates Genesys Agent Desktop ({{Link-Standalone|topic=PEC-AD/HIW}}) with five key Salesforce features:
-*Ringing
+*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|topic=GplusScreenPop90|display text=Screen Pop}} – Gplus finds, obtains, or creates a Salesforce record which is displayed as a screen pop to the user during each interaction.
-*Dialing
+*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|topic=GplusClickToDial90|display text=Click-to-dial}} – a user starts an outbound call to a phone number displayed within a Salesforce record.
-*Established
+*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|topic=GplusActivityHistory90|display text=Activity Task}} – Gplus creates an Activity Task, also known as a Call Log, and associates the task to the Salesforce record opened by Screen Pop or Click-to-dial.
+*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|topic=GPlusGenFeatures|anchor=RunApex|display text=Run Apex}} – Gplus (optionally) invokes the Salesforce Apex when an interaction transitions between states.
-You can specify how Gplus screens pops a Salesforce record:
+*{{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|topic=GPlusGenFeatures|anchor=SCAPI|display text=Service Client API}} (SCAPI) – Salesforce (optionally) invokes the Gplus Service Client API (SCAPI).
 }}
 |advanced=No
 }}

@@ Line 10: / Line 10: @@
 |ShortDescription=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions.
 |overviewtext=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions. The integrated solution presents a complete customer view allowing your contact center agents to service your customers. It supports Salesforce Click-to-dial, Screen Pops, and Activity History.
-|featureoverview=You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}} from within Salesforce.
+|featureoverview=You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}} from within Salesforce. See the {{Link-Standalone|topic=PEC-GPA/HIW|anchor=Diagram|display text=architecture diagram}} at the bottom of this page to see how it works.
 |FeatureSection={{FeatureSection
 |featureheading=Set up and access Gplus Adapter in Salesforce
@@ Line 32: / Line 32: @@
 |description=As an agent, you can use Gplus Adapter to handle calls, chats, emails, or other media channels interactions without navigating away from your Salesforce environment.
 |relatedarticles={{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Agent|topic=GPASFL|display text=Gplus Adapter for Salesforce Agent's Guide}}
 }}
 |advanced=No
 }}

@@ Line 1: / Line 1: @@
 {{HIW
 |DisplayName=How Gplus Adapter for Salesforce works
 |TocName=Gplus Adapter SF
 |Platform=GenesysEngage-cloud
-|ComingSoon=No
+|Role=Administrator, Agent
-|Context=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions.
+|Application=Agent Desktop, Agent Setup
 |featurename=Gplus Adapter for Salesforce
-|ShortDescription=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce Lightning environment to handle Genesys contact center interactions.
+|ShortDescription=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions.
 |overviewtext=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions. The integrated solution presents a complete customer view allowing your contact center agents to service your customers. It supports Salesforce Click-to-dial, Screen Pops, and Activity History.
-|featureoverview=You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}} from within Salesforce Lightning.
+|featureoverview=You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}} from within Salesforce.
 |FeatureSection={{FeatureSection
 |featureheading=Set up and access Gplus Adapter in Salesforce
 |relatedapps=Agent Setup
 |users=Administrators
 |description=To integrate Gplus Adapter into Salesforce, perform the Following steps:
-#Enable Lightning in your Salesforce environment.
+#(Optional) Enable Lightning in your Salesforce environment.
 #Integrate Gplus Adapter in Salesforce.
 #Add users to your Call Center.
@@ Line 33: / Line 30: @@
 |relatedapps=Agent Desktop
 |users=Agents
 |description=As an agent, you can use Gplus Adapter to handle calls, chats, emails, or other media channels interactions without navigating away from your Salesforce environment.
 |relatedarticles={{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Agent|topic=GPASFL|display text=Gplus Adapter for Salesforce Agent's Guide}}
 }}
 |advanced=No
 }}

@@ Line 14: / Line 14: @@
 |featureoverview=You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=AD|display text=Agent Desktop}} from within Salesforce Lightning.
 |FeatureSection={{FeatureSection
-|featureheading=Setup and access Gplus Adapter in Salesforce
+|featureheading=Set up and access Gplus Adapter in Salesforce
 |relatedapps=Agent Setup
 |users=Administrators
@@ Line 26: / Line 26: @@
 #Configure the Gplus Adapter features in Agent Setup.
 #Configure Gplus Adapter SSO
-|relatedarticles={{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|display text=Gplus Adapter for Salesforce Lightning Administrator's Guide}}
+|relatedarticles={{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Administrator|display text=Gplus Adapter for Salesforce Administrator's Guide}}
-{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Gplus Adapter for Salesforce Lightning options}}
+{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Gplus Adapter for Salesforce options}}
 }}{{FeatureSection
 |featureheading=Using Gplus Adapter for Salesforce

PEC-GPA/HIW - Revision history

WikiSysop at 19:20, July 28, 2022

WikiSysop at 18:49, July 28, 2022

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

Matthew.west@genesys.com: Published

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

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

Jerickso: Published

Bgrenon: Published

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

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