Difference between revisions of "PEC-GPA/HIW"
From Genesys Documentation
m (Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2") |
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{{HIW | {{HIW | ||
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|DisplayName=How Gplus Adapter for Salesforce works | |DisplayName=How Gplus Adapter for Salesforce works | ||
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|TocName=Gplus Adapter SF | |TocName=Gplus Adapter SF | ||
| + | |Context=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions. | ||
| + | |ComingSoon=No | ||
|Platform=GenesysEngage-cloud | |Platform=GenesysEngage-cloud | ||
| − | | | + | |Role=Administrator, Agent |
| − | | | + | |Application=Agent Desktop, Agent Setup |
|featurename=Gplus Adapter for Salesforce | |featurename=Gplus Adapter for Salesforce | ||
| − | |ShortDescription=Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce | + | |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. | |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. |
|FeatureSection={{FeatureSection | |FeatureSection={{FeatureSection | ||
|featureheading=Set up and access Gplus Adapter in Salesforce | |featureheading=Set up and access Gplus Adapter in Salesforce | ||
|relatedapps=Agent Setup | |relatedapps=Agent Setup | ||
|users=Administrators | |users=Administrators | ||
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|description=To integrate Gplus Adapter into Salesforce, perform the Following steps: | |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. | #Integrate Gplus Adapter in Salesforce. | ||
#Add users to your Call Center. | #Add users to your Call Center. | ||
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|relatedapps=Agent Desktop | |relatedapps=Agent Desktop | ||
|users=Agents | |users=Agents | ||
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|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. | |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}} | |relatedarticles={{Link-AnywhereElse|product=PEC-GPA|version=Current|manual=Agent|topic=GPASFL|display text=Gplus Adapter for Salesforce Agent's Guide}} | ||
}} | }} | ||
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|advanced=No | |advanced=No | ||
}} | }} | ||
Revision as of 19:04, December 4, 2020
Gplus Adapter for Salesforce enables the integration of Workspace Agent Desktop within the Salesforce environment to handle Genesys contact center interactions.
Related documentation:
Contents
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.
Set up and access Gplus Adapter in Salesforce
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
Using Gplus Adapter for Salesforce
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.
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