Solution/Profile Lookup with Adobe Experience Platform - Revision history

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

2021-11-09T21:28:00Z

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

Barbara.martin@genesys.com: Published

2021-02-12T20:00:05Z

Published

Barbara.martin@genesys.com: Published

2021-02-12T19:59:18Z

Published

Barbara.martin@genesys.com: Published

2021-01-15T17:51:44Z

Published

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

2020-07-15T12:05:42Z

Text replacement - "PureCloud" to "Genesys Cloud"

DannaShirley: Published

2020-06-23T10:44:40Z

Published

New page

{{Article
|Standalone=Yes
|DisplayName=Profile lookup with Adobe Experience Platform
|TocName=Profile lookup with Adobe Experience Platform
|Context=Learn how to look up a customer's profile in Adobe Experience Platform in order to display richer contextual data to agents.
|ComingSoon=No
|Prereq='''Prerequisites'''

*'''[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in PureCloud:]'''
**'''Architect > Flow > All'''
**'''Architect > UI > All'''
**'''Externalcontacts''' > '''Contact''' > '''All'''
**'''Integrations > Integration > All'''
**'''Integrations > Action > All'''
|Section={{Section
|sectionHeading=Overview
|anchor=Overview
|alignment=Horizontal
|Media=Image
|image=adobe_experience_platform_integration_diagram.png
|structuredtext=Adobe's Experience Platform contains a rich set of customer data. You can build an integration to Adobe that automatically retrieves this customer data and presents it to an agent as he or she begins to speak with a customer. If Adobe does not have a record of the customer, you can configure the integration to create the new record and populate it with data that the agent captures.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configuration overview
|anchor=ConfigOverview
|alignment=Horizontal
|Media=Image
|image=adobe_experience_platform_configuration_diagram.png
|structuredtext=To build the integration, complete the following steps:

#Prepare the {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=Adobe|display text=Adobe Experience Platform}}.
#Prepare an {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=Integration|display text=Adobe data actions integration}}.
#Prepare {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=DataActions|display text=PureCloud data actions}}.
#Prepare {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=ExternalContactFields|display text=external contact custom fields}}.
#Prepare an {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=ArchitectFlow|display text=Architect flow}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Prepare the Adobe Experience Platform
|anchor=Adobe
|alignment=Vertical
|Media=
|image=
|structuredtext=For complete information about configuring Adobe Experience Platform, see https://console.adobe.io/home.

To prepare Adobe Experience Platform for integration with PureCloud:

#Create the schemas that define what data to store on the customer profile.
#Create a user account to interact with the Adobe API.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Prepare an Adobe data actions integration
|anchor=Integration
|alignment=Vertical
|Media=
|image=
|structuredtext=For more information, see [https://help.mypurecloud.com/?p=221146 About Adobe data actions integration].

To prepare a PureCloud integration for use with Adobe Experience Platform:

#In the [https://help.mypurecloud.com/articles/about-the-appfoundry/ App Foundry], get the Adobe data actions integration.
#Install the Adobe data actions integration.
#Configure the integration with the settings from your Adobe project.
#Publish the integration.<br />
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Prepare PureCloud data actions
|anchor=DataActions
|alignment=Vertical
|Media=
|image=
|structuredtext=For complete information on configuring data actions, see [https://help.mypurecloud.com/?p=178269 About custom actions for integrations].

To prepare data actions for use with the integration to Adobe Experience Platform:

#Create the necessary data actions. Depending on your business goals, this may include data actions to read and update profile information.
#Associate the data actions with your integration.
#Configure the data actions to create and update Adobe profile information based on the external contacts custom fields. The specific configuration options for the data action are specific to the data action itself.
#Save and publish your data actions.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Prepare external contact custom fields
|anchor=ExternalContactFields
|alignment=Vertical
|Media=
|image=
|structuredtext=For complete information on preparing external contact custom fields, see:

*[https://help.mypurecloud.com/articles/customize-external-contacts-and-organizations/ Customize external contacts and organizations]
*[https://help.mypurecloud.com/articles/custom-field-types/ Custom field types]

To prepare the custom fields for use with the integration to Adobe Experience Platform:

#Configure the custom data types on the external contact to include the fields you want to store on the external contacts in Adobe.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Prepare the Architect flow
|anchor=ArchitectFlow
|alignment=Vertical
|Media=
|image=
|structuredtext=For complete information about building inbound flows in Architect, see [https://help.mypurecloud.com/?p=190600 Inbound chat flows overview]. For information about using Architect flows in a secure and compliant manner, see [https://help.mypurecloud.com/?p=3792 Create a flow].

To prepare an Architect workflow for use with the integration to Adobe Experience Platform:

#Create an Inbound chat flow.
#Configure the Architect flow to point at the correct data actions.
#Update the Achitect flow to refer to the external contact data actions.
#Save and publish the workflow.
#Prepare the queue and widget to work with this flow.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
|urlname=Profile Lookup with Adobe Experience Platform
|product=Draft:Solution
}}

@@ Line 7: / Line 7: @@
 |Prereq='''Prerequisites'''
-*'''[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud:]'''
+*'''[https://help.mypurecloud.com/articles/altocloud-permissions-overview Configure the following permissions in Genesys Cloud CX:]'''
 **'''Architect > Flow > All'''
 **'''Architect > UI > All'''
@@ Line 31: / Line 31: @@
 #Prepare the {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=Adobe|display text=Adobe Experience Platform}}.
 #Prepare an {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=Integration|display text=Adobe data actions integration}}.
-#Prepare {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=DataActions|display text=Genesys Cloud data actions}}.
+#Prepare {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=DataActions|display text=Genesys Cloud CX data actions}}.
 #Prepare {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=ExternalContactFields|display text=external contact custom fields}}.
 #Prepare an {{Link-Standalone|topic=Solution/Profile_Lookup_with_Adobe_Experience_Platform|anchor=ArchitectFlow|display text=Architect flow}}.
@@ Line 41: / Line 41: @@
 |structuredtext=For more information about configuring Adobe Experience Platform, see  https://console.adobe.io/home.
-To prepare Adobe Experience Platform for integration with Genesys Cloud:
+To prepare Adobe Experience Platform for integration with Genesys Cloud CX:
 #Create the schemas that define what data to store on the customer profile.
@@ Line 52: / Line 52: @@
 |structuredtext=For more information, see [https://help.mypurecloud.com/?p=221146 About Adobe data actions integration].
-To prepare a Genesys Cloud integration for use with Adobe Experience Platform:
+To prepare a Genesys Cloud CX integration for use with Adobe Experience Platform:
 #In the [https://help.mypurecloud.com/articles/about-the-appfoundry/ App Foundry], get the Adobe data actions integration.
@@ Line 60: / Line 60: @@
 |Status=No
 }}{{Section
-|sectionHeading=Prepare Genesys Cloud data actions
+|sectionHeading=Prepare Genesys Cloud CX data actions
 |anchor=DataActions
 |alignment=Vertical
@@ Line 101: / Line 101: @@
 |Status=No
 }}{{Section
-|sectionHeading=Adobe Experience Platform to Genesys Cloud scenarios
+|sectionHeading=Adobe Experience Platform to Genesys Cloud CX scenarios
 |alignment=Vertical
 |structuredtext=[[File:GPE adobe to genesys profile enrichment diagram.png|link=https://all.docs.genesys.com/File:GPE_adobe_to_genesys_profile_enrichment_diagram.png]]
@@ Line 125: / Line 125: @@
 {{!}}{{Repository|External-Contact---create-contact-with-banking-fields.custom.json||External-Contact---create-contact-with-banking-fields.custom.json}}
 {{!}}Data action
-{{!}}Creates an external contact in Genesys Cloud based on the attributes passed to it. Add the data actions to a Genesys Cloud data actions integration type.
+{{!}}Creates an external contact in Genesys Cloud CX based on the attributes passed to it. Add the data actions to a Genesys Cloud CX data actions integration type.
 {{!}}-
 {{!}}{{Repository|External-Contact---update-contact-with-banking-fields.custom.json|| External-Contact---update-contact-with-banking-fields.custom.json}}
 {{!}}Data action
-{{!}}Updates an external contact in Genesys Cloud based on the attributes passed to it. Add the data actions to a Genesys Cloud data actions integration type.
+{{!}}Updates an external contact in Genesys Cloud CX based on the attributes passed to it. Add the data actions to a Genesys Cloud CX data actions integration type.
 {{!}}-
 {{!}}{{Repository|External-Contacts-Contact-lookup-v2.custom.json||External-Contacts-Contact-lookup-v2.custom.json}}
 {{!}}Data action
-{{!}}Searches Genesys Cloud for an external contact with the specified email address. Add the data actions to a Genesys Cloud data actions integration type.
+{{!}}Searches Genesys Cloud CX for an external contact with the specified email address. Add the data actions to a Genesys Cloud CX data actions integration type.
 {{!}}}