Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Best resource for someone new to Salesforce?

    Posted 08-31-2020 16:00
    No replies, thread closed.
    Hi all

    I don't know much at all about Salesforce but for a potential client I need to get a fairly quick understanding of what Salesforce can do, specifically with regards to integration to Genesys Cloud.

    Some of the queries are:

    • Can Salesforce be used for back-office tasks that then get assigned to agents within Genesys Cloud?
    • Does the integration allow for an agent within Genesys Cloud to email a sales prospect kept in Salesforce and have that conversation/threads stored both in Salesforce and Genesys Cloud?
    • Can it be configured for the initial email (or more than one) to be sent from Salesforce, but any responses to come in to Genesys Cloud (I'm guessing the simplest there is setting whatever the reply/from address is)?
    Without going too far down the rabbit hole, what's the best place/site/Q&A to get a cram session of most of this?
    #Integrations
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------


  • 2.  RE: Best resource for someone new to Salesforce?

    Posted 09-01-2020 10:21
    No replies, thread closed.
    You can find most of this in the resource center:  https://help.mypurecloud.com/articles/about-genesys-cloud-for-salesforce/

    • Salesforce tasks can't be currently routed as objects in GC - this is on the roadmap, but not for a bit.  You could use the Case-to-Email functions in SFDC to route emails and then pop the case or task.
    • You need to decide if you want SFDC to be your routing engine for digital channels or GC.  Mixing the two introduces many issues with utilization, WFM, QM, and other factors.  Keep routing in GC in my opinion.  You can initiate an email in the GC integration and it will be written to the contact activity record IF you add a note in GC and create that activity.
    • Use SFDC for routing of email to case and then use Case-to-Email to route to agents in GC.


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Best resource for someone new to Salesforce?

    Posted 09-02-2020 09:03
    No replies, thread closed.
    To build on this a little bit, the media of the email itself is going to reside within which ever system initiates the email.  If it comes into Salesforce, then Salesforce is going to contain the entire thread of the email; if it comes into Genesys Cloud, then Genesys Cloud will retain the content.  There are pros and cons to both, which need to be considered when you're designing your workflow.  

    As Robert said, Genesys Cloud can handle the routing for your emails/cases either way you go, and this is generally the path we recommend as it unifies your routing/utilization/forecasting metrics into a single system, which generally makes the whole system easier to manage.

    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------

    Original Message


Related Content