CX Cloud from Genesys and Salesforce -- Genesys SUMMARY to Salesforce via OAuth – store full data or just create Task/Case
We are currently building an integration between Genesys Cloud CX and Salesforce Service Cloud using OAuth.
The SUMMARY shown in Salesforce during ACW is working, but it appears to differ from the full SUMMARY generated in Genesys. We'd like to clarify the recommended approach:
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Do we need to transfer and store the full Genesys SUMMARY (including statuses/keywords) in Salesforce (for example, in a standard object field or a custom object)?
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Or is it sufficient to use that information only to determine whether to create a Case or Task and populate the relevant fields-without storing all statuses?
Additionally, is there a standard integration (or a Genesys API approach) to retrieve the full SUMMARY-including statuses, keywords, and the transcript-or would this require a custom connector/implementation?
#Integrations#Uncategorized------------------------------
Yvgeni Liberman
Solutions Architect
Mobile +972 52-6344414
Voice +972 3-9281514
e-mail
yvgeni_new@itnavpro.com------------------------------