Difference between revisions of "PEC-GPA/Current/Administrator/GplusSalesforce"

Latest revision as of 17:48, August 30, 2022

This topic is part of the manual Gplus Adapter for Salesforce Administrator's Guide for version Current of Gplus Adapter for Salesforce.

1 Salesforce Lightning and Salesforce Classic
2 How do I setup Gplus Adapter in Salesforce Lightning?
3 How do I setup Gplus Adapter in Salesforce Classic?
4 How do I migrate Gplus Adapter from an earlier version?
5 How do I configure Gplus Adapter functionality?
6 How do I troubleshoot Gplus Adapter
7 How do I access Gplus Adapter?

Genesys Multicloud CX offers Gplus Adapter functionality to integrate Genesys contact center interactions within the Salesforce environment.

Salesforce Lightning and Salesforce Classic

Gplus Adapter supports the following features and environments for both Salesforce Lightning and Salesforce Classic:

Genesys media channels: voice, chat, SMS, email, and workitems. This document describes the common functionality and notes those features where support for Salesforce Classic is different from Salesforce Lightning.
Salesforce Winter '22 release.
Salesforce Service Cloud.
Salesforce Sales Cloud.
Salesforce High Velocity Sales.
Genesys Smart Failover for disaster recovery scenarios.
Salesforce Shield Platform Encryption.
Browser-based WebRTC voice calling.
Integration with Genesys Softphone.
Environments that use Reverse Proxy configuration.

The following features and environments are required for both Salesforce Lightning and Salesforce Classic:

Salesforce Console in both Lightning and Classic.

How do I setup Gplus Adapter in Salesforce Lightning?

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

How do I setup Gplus Adapter in Salesforce Classic?

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

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:

How do I troubleshoot Gplus Adapter

To troubleshoot screen pop and saveLog() method errors, refer to Troubleshooting Gplus Adapter Integration with Salesforce.

Gplus also enables you to view notifications of successful object creation on screen pop and activity task updates.

How do I access Gplus Adapter?

You can access Gplus Adapter by logging into Salesforce and clicking the Genesys Gplus [Please login] icon at the bottom-left corner of the window (bottom-right for Classic users). 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.

@@ Line 3: / Line 3: @@
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-|Context=Genesys Engage cloud offers an integrated Agent Desktop experience within the Salesforce environment to handle Genesys contact center interactions.
+|Context=Genesys Multicloud CX offers Gplus Adapter functionality to integrate Genesys contact center interactions within the Salesforce environment.
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-See the [https://docs.genesys.com/Documentation:System:SOE:GenesysWebServicesandApplications:Current Web Services and Applications] topic in the ''[https://docs.genesys.com/Documentation:System:SOE:Welcome:Current Supported Operating Environment Reference]'' for a list of the browsers supported for Gplus Adapter.{{NoteFormat|The Gplus Adapter URL in Salesforce Call Center follows this format: <tt><nowiki>https://<your company name>/ui/crm-workspace/index.html</nowiki></tt><br />
+See the {{Link-Standalone|topic=System/GenEngagecloudsysrqmt}} for a list of the browsers supported for Gplus Adapter.{{NoteFormat|
+* The Gplus Adapter URL in Salesforce Call Center follows this format: <tt><nowiki>https://<your company name>/ui/crm-workspace/index.html</nowiki></tt>
+* Gplus Adapter integration does not rely on legacy Salesforce API versions; therefore, changes to the Salesforce API do not affect Gplus Adapter integration.
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+*Genesys media channels: voice, chat, SMS, email, and workitems. This document describes the common functionality and notes those features where support for Salesforce Classic is different from Salesforce Lightning.
+*[https://admin.salesforce.com/blog/2021/admin-winter-22-release-dates-countdown Salesforce Winter '22 release].
+*[https://www.salesforce.com/products/service-cloud/overview/ Salesforce Service Cloud].
+*[https://www.salesforce.com/products/sales-cloud/overview/ Salesforce Sales Cloud].
+*{{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusClickToDial90|anchor=HVS|display text=Salesforce High Velocity Sales}}.
+*{{Link-SomewhereInThisVersion|manual=Administrator|topic=GPlusGenFeatures|anchor=DisasterRecovery|display text=Genesys Smart Failover for disaster recovery scenarios}}.
+*[https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/salesforce_platform_encryption_implementation_guide.pdf Salesforce Shield Platform Encryption].
+*{{Link-SomewhereInThisVersion|manual=Administrator|topic=GPlusGenFeatures|anchor=WebRTC|display text=Browser-based WebRTC voice calling}}.
+*Integration with {{Link-AnywhereElse|product=PEC-GS|version=Current|manual=Administrator|topic=SPOverview|display text=Genesys Softphone}}.
+*Environments that use Reverse Proxy configuration.
+The following features and environments are required for both Salesforce Lightning and Salesforce Classic:
+*Salesforce Console in both Lightning and Classic.
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@@ Line 54: / Line 67: @@
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+Gplus also enables you to view notifications of successful object creation on {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusScreenPop90|anchor=screenpoplogic|display text=screen pop}} and {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusActivityHistory90|anchor=AgentNotifications|display text=activity task}} updates.
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Gplus Adapter for Salesforce Administrator's Guide

Contents