Genesys Cloud CX

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  • 1.  SalesForce and CX

    Posted 16 days ago
    Hello,

    I am looking for a way for an incoming interaction that is answered in SalesForce to display the skill.  As of now, I can see the queue for a call but the skill is not displayed. The skill would be great to alert our agents on whether or not a caller is Spanish speaking or English and allow the agent to answer appropriately.

    I have very limited experience with SalesForce so any information that can be shared or advice offered is welcomed!

    Thank you,
    Tina
    #Integrations

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    Tina Yocum
    Nxstage Medical, Inc.
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  • 2.  RE: SalesForce and CX

    GENESYS
    Posted 15 days ago

    The most straightforward way to handle this today would be to set whatever skill you're using as participant data on the conversation using the "add participant data" tool within Architect.  This participant attribute can then be shown on the conversation display in salesforce using the instructions here: https://help.mypurecloud.com/articles/customize-interaction-details/.  Additionally, that participant attribute can be added to the activity record that is created in Salesforce using the instructions found here: https://help.mypurecloud.com/articles/map-interaction-attributes-to-salesforce-activity-fields/

    Adding the routing skill as a default attribute is something we can consider as a future enhancement to the Salesforce integration, but even if we were to do so, the approach mentioned above would continue to function.  Migrating over to using a standard attribute could be done at your leisure.



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    Richard Schott
    Genesys - Employees
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