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Genesys Cloud Community Q&A Show - Episode 2 💖

  • 1.  Genesys Cloud Community Q&A Show - Episode 2 💖

    Posted 02-12-2020 08:52
    Edited by Cole Callahan 02-26-2020 12:41
    Join Community Manager Matt and Salesforce expert Richard Schott as they discuss burning questions from the Genesys Cloud Community. This week's questions include:

    Show and Tell (Walkthrough):
    - Workspace Transfer Functionality in Salesforce Integration

    Expert Picks (Questions from the Community):
    - API

    - Upon receiving a phone call, change the Salesforce page to show the "contact" page of the caller

    - Salesforce Q&A


    Make sure to SUBSCRIBE to the Genesys Community YouTube Channel!


    #Integrations
    #PlatformAdministration
    #SystemAdministration
    #PureCloudQAEpisode

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
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  • 2.  RE: Genesys Cloud Community Q&A Show - Episode 2 💖

    GCAP Member
    Posted 02-25-2020 11:11
    There was a nugget dropped in this episode around integration of chat and Salesforce knowledge, searching Salesforce Knowledge during that chat to surface recommended knowledge articles.  Do you have some additional information that you can share how you would build out this functionality?  Architecture or patterns?

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    Brett Williams
    Consulting Architect
    Principal - www.Principal.com
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  • 3.  RE: Genesys Cloud Community Q&A Show - Episode 2 💖

    GENESYS
    Posted 02-25-2020 11:26

    Brett,

    The events that we leverage to make this possible are covered here: https://help.mypurecloud.com/articles/events-in-salesforce/.  Under the "Lightning" tab, there is also a link to our Github example that contains an example lightning component, as well as instructions on training the Einstein model, etc.  https://github.com/MyPureCloud/purecloud-for-salesforce-einstein-example 

    Please let me know if there's additional questions after you've had a chance to review this.  



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    Richard Schott
    Genesys - Employees
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