Difference between revisions of "PEC-GPA/HIW"

Revision as of 14:50, January 28, 2021

Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions.

What Gplus Adapter for Salesforce does[edit source]

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.

How Gplus Adapter for Salesforce works[edit source]

You must integrate Gplus Adapter with Salesforce so that your agents can handle interactions with the Genesys Workspace Agent Desktop from within Salesforce. See the architecture diagram at the bottom of this page to see how it works.

Set up and access Gplus Adapter in Salesforce

Agent Setup

Players: Administrators

Actions: To integrate Gplus Adapter into Salesforce, perform the Following steps:

(Optional) 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

Gplus Adapter for Salesforce Administrator's Guide

Gplus Adapter for Salesforce options

Using Gplus Adapter for Salesforce

Agent Desktop

Players: Agents

Actions: 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.

Gplus Adapter for Salesforce Agent's Guide

How Gplus Adapter integrates Salesforce with Genesys Interactions

Gplus Adapter for Salesforce integrates Genesys Agent Desktop (How Agent Workspace works) with five key Salesforce features:

Screen Pop – Gplus finds, obtains, or creates a Salesforce record which is displayed as a screen pop to the user during each interaction.
Click-to-dial – a user starts an outbound call to a phone number displayed within a Salesforce record.
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.
Run Apex – Gplus (optionally) invokes the Salesforce Apex when an interaction transitions between states.
Service Client API (SCAPI) – Salesforce (optionally) invokes the Gplus Service Client API (SCAPI).

@@ 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 sits between Genesys Web Services, which handles interactions, and Salesforce, which stores and retrieves Salesforce records. Gplus Adapter uses the Salesforce Open CTI API to pass information back and forth between Gplus and Salesforce.
-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).
-*Search Salesforce  and screen pop a matching contact record.
-*Screen pop a Salesforce record based on an Id.
-*Create and screen pop a new Salesforce record.
-*Open a Salesforce object by type.
-Gplus Adapter creates Salesforce Activity Tasks either as part of interaction handling or when an interaction is marked done.
-Gplus Adapter receives Salesforce Click-to-dial events and triggers a Genesys interaction dialing event for Workspace Agent Desktop.
-Gplus Adapter can run Salesforce Apex based on Genesys Interaction events:
-*Dialing
-*Ringing
-*Established
-*Released
-If you use Genesys Service Client API (SCAPI), Gplus Adapter acts as a bridge between Salesforce and SCAPI.-->
-[[File:GAPI 900 Architecture Diagram.png]]
 }}
 |advanced=No
 }}