Log Task on Case Object

I have a requirement where calls will be performed from the Case record page. Upon call completion, the call details must be logged in the Activities tab of the Case object. At present Call details are currently being logged to Account, Contact, and Lead objects. We need call details to be logged to the Case object as well (in addition to existing functionality). Could you please provide instructions and documentation on how to achieve this configuration? Thank you for your assistance.

Unable to upgrade managed package to version 4.3

Hi, I would like to install and configure the Genesys Cloud for Salesforce External Routing package. Can you please advise how can i upgrade the Genesys Cloud for Salesforce managed package to version 4.3 or later? Thank you! Best Regards, Seow Leng

No Documentation is avaialble

The app creates 33 custom objects and around 4 lightning components. However, there is no documentation available about these objects and lightning components anywhere (including on Genesys website). I also contacted Genesys support but not received anything from them. There are some webpages on Genesys website but those are misleading and/or very confusing, so we hardly get any help there. I am sure, there would ways to use these objects and components effectively but unfortunatly after paying a good amount, we end up buying just little more than a softphone capability in Salesforce. Did not found it effective due to its complexity and unavailability of proper documents. Will never recommend.

Parag, I'm sorry to hear about your frustration. I did find your email in our support system, and you were advised to open a formal ticket to receive specifics on technical details regarding the integration. With that said, part of the reason the custom objects are not covered in the documentation (which is very thorough with regards to the configuration of the features of the integration: https://help.mypurecloud.com/articles/about-genesys-cloud-for-salesforce/) is that many of those objects are used as internal storage mechanisms to simplify the overall administration of the integration. These objects are used mainly with the gathering of configuration data from the Genesys Cloud platform (collecting things like Queues, Rule Sets, Flows, Scripts, etc.) to make configuration of some of the more advanced features like Dialer Campaign Management and Email routing available through selections from prepopulated lists as opposed to requiring multiple copy/pastes between the two platforms. The actual objects are not called out in the documentation because those objects are 1. used internally be the integration, 2. not modifiable because they are part of a managed package, and 3. intended to be transparent, so their inclusion in the documentation seems somewhat extraneous and potentially confusing. That said, the objects are readily visible within the package manifest, and are named in a manner that their usage should be readily inferred ("Genesys Cloud Contact List Column", "Genesys Cloud Site", "Genesys Cloud Call Rule Set", etc.; this list of objects are all used in reference to the Campaign Management feature as storage locations to populate picklists while setting up a Campaign to sync between the two platforms). I'd be happy to discuss this in more detail, but I can only apologize that you're not finding the integration as easy to configure and operate as numerous other customers do.

Application cannot be utilized in a large enterprise Org

Unfortunately the code in this application is not properly bulkified. If you have a high volume of custom objects you are unable to configure the integration with Service cloud. The application consistently fails when trying to generate a list of SObjects to choose your target for matching the inbound phone number against. Based on my interactions with the vendor to date their appears to be no intent to fix this issue in order to adhere to Salesforce Development Best Practices. I would strongly advise any prospects with a large enterprise org to vet the install AND configuration process prior to committing to the purchase of this app.

Thank you for the prompt response, i have reached out to our AE regarding the open ticket to hopefully close the loop and get us up and running for inbound calls in Service Cloud.

I'm really sorry to hear about your experience. Having looked into this internally, I think there may have been some miscommunications through the support process, and we'll hopefully be able to get you going. While you are correct that there is a configuration option that relies on an enumeration of Salesforce objects, that specific configuration option (searching Salesforce objects for our type ahead search to dial by name) is 1. not required to use the remaining features of the integration, and 2. can generally be worked around (leveraging the click to dial functionality). This is something we will also be investigating to see if there is an alternative way to handle this configuration item that also accounts for excessive numbers of objects in your Salesforce environment.

Fast and powerful

Successful integration through this connector in a client with more than 250 concurrent agents. Quick integration, which is basically configuration. Very powerful that meets all customer requirements and solves all the use cases we have. Highly recommended!

Unexpected out of box behavior

I like that there is an easy to use VF page that allows you to customize the settings and map architect attributes to Task records, however, there is some standard behavior that occurs on all incoming calls which links a recently open case to the caller. I’m not sure why you can’t turn off this behavior if you want a “clean” Task record to work with in flows if that makes sense..

I don't understand what you mean and the documentation says nothing about the behavior. Screen pops are not the issue here. The issue is the Related To(WhatId) field for the Task record created by the integration is being populated with a recent Case the caller matches to. Is that behavior tied to the settings in "Display these salesforce.com objects" under the softphone layout config?

That behavior is governed by the softphone settings. By default Genesys Cloud attempts to do a search using the objects specified in the softphone settings using a known piece of information from the incoming conversation (phone number, email address, etc.). The attribute used for the default screenpop is documented here: https://help.mypurecloud.com/articles/screen-pop-in-genesys-cloud-for-salesforce/ There is also a link to the softphone layout on that page.

Good CTI Solution

Good solution to use instead of separate purecloud portal. It is getting better with each new release, although some unexpected behavior still happens, some lags, freezes, log outs. Wish there would be a function to pop up a case creation instead of a task.

Highly Recommended - Easy to Navigate

Genesys Cloud is an excellent solution and straight forward to install. Automatic pop-ups for existing and new contacts are a great feature, and all in all Genesys Cloud is easy to use hassle-free solution.

Deep, Versatile, and ever-evolving integration. Highly recommended

Well rounded and feature-rich integration between PureCloud with Salesforce delivering a true unified experience for customer experience reps. I really appreciate that, in addition to the inbound ACD telephony channel, the integration also allow us to integrate may other features natively supported by PureCloud via an utility console such as managing e-mail, Whatssap and chats, pop up guiding visual scripts for reps to better handle interactions and even 2-way sync of Salesforce Marketing campaigns with PureCloud dialer campaigns as a native capacity. Other nice details are the flexibility to customize the Salesforce screen to pop every time a rep gets an interaction, regardless of the channel and the ability to link customer interactions logs to any Salesforce object for reporting from those viewed by the rep. The pre-packaged and extensible standard web service integrations with Salesforce to do data dips in the Genesys call and mail routing flows to shape how each interaction is routed and delivered to rep queues and even personalize the previous IVR dialog for each customer is very powerful and requires minimum effort to implement. Things like welcoming a customer by their name or just delivering an interaction with highest priority for those customers with burning open issues really makes a difference! Last, but not least, it's outstanding that Genesys is improving the capacities of this integration, with new features and options almost every week to make it more useful, fully aligned with the ever-evolving PureCloud product at no additional cost. This is future-proof and allow us almost feature parity between Genesys capabilities using the native web app and those available in the integration. As improvement suggestions, I would like the integration to have a more standard reporting integration with Salesforce own reports (can be done, but requires some customization). Very recommendable, though!

Simple to setup but extremely powerful

It only took me a few minutes to get this setup and taking calls. Does all the things you'd expect with click to dial, call logging, screenpops, etc. I really like that I can choose how my screenpops behave based on my IVR. What really stood out to me was the PureCloud Dialer integration. Being able to use my Salesforce Campaigns to build out my dialer contact lists was fast and easy, and it all tied right in to my standard reports. Now I can see exactly the outcome of my outbound dialing efforts and have it linked directly back to our other marketing efforts. Case routing has also helped to shore up our support operations. Using PureCloud as the mechanism to route our Salesforce cases has helped to ensure that case loads get distributed evenly, that they're accounted for in our staffing forecasts, and that nothing slips through the cracks.

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Genesys Cloud CTI Adapter | CTI, Omni-Channel, HVS, Dialer

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