PEC-GPA/Current/Administrator/GplusSalesforce

Genesys Engage Cloud offers an integrated Agent Desktop experience within the Salesforce environment to handle Genesys contact center interactions.

Related documentation:

• How Gplus Adapter for Salesforce works

The integrated solution presents a complete customer view allowing your contact center agents to service your customers.

See the Web Services and Applications topic in the Supported Operating Environment Reference for a list of the browsers supported for Gplus Adapter.

Important

The Gplus Adapter URL in Salesforce Call Center follows this format: https://<your company name>/ui/crm-workspace/index.html

How do I setup Gplus Adapter in Salesforce?

You can setup Gplus Adapter by following the procedures described in Integrating Gplus Adapter in Salesforce.

How do I migrate Gplus Adapter from an earlier version?

Follow this procedure to migrate your existing Gplus Adapter 8.5 to Gplus Adapter 9.0 for Salesforce.

How do I configure Gplus Adapter functionality?

First set up corresponding Salesforce objects and configurations, then enable Gplus options in Agent Setup.

You can configure the following Salesforce functionality:

• SSO
• Click-to-dial
• Screen pop
• Activity History

How do I access Gplus Adapter?

You can access Gplus Adapter by logging into Salesforce and clicking the phone icon at the bottom-left corner of the window. You will see a pop-up window where you can login with your Genesys credentials and start using the complete set of Genesys contact center functionalities.