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  • 1.  CX Cloud by Salesforce and Genesys

    Posted 03-04-2024 10:52
    No replies, thread closed.

    Hi,

    We have integrated Salesforce Service Cloud Voice with Genesys Cloud(CX Cloud by Salesforce and Genesys) and using omni channel feature. The ask is to

    1. Automatically create case when a voice interaction comes in.
    2. Greet existing customer by their name in IVR(Data present in Salesforce and name to fetched based on ANI). 

    Tried checking but could not find any CX Cloud data action integration to achieve above asks. 

    Please share your inputs or any help document for this.


    #Integrations
    #Omni-ChannelDesktop/UserInterface

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    Prasoon Pandey
    Accenture Solutions Private Limited
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  • 2.  RE: CX Cloud by Salesforce and Genesys
    Best Answer

    Posted 03-06-2024 10:02
    No replies, thread closed.

    Hi Pandey, 

    Consider to create two data actions. 

    Then you can implement them in the inbound call flow.

    The Salesforce administrator will have to give you the addresses of the endpoints, which you can use to create the data actions. 




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    WagnerFilho
    Algar Tecnologia
    ------------------------------

    Original Message


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