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  • 1.  CX Cloud from Genesys & Salesforce and encryption,

    Posted 02-28-2025 13:06
    No replies, thread closed.

    Good afternoon, folks!

    This is part request for suggestions and part warning!

    I have a customer who wanted to use the CX Cloud from Genesys & Salesforce integration. We got them signed up for an evaluation period and they set about setting it up. They did, however, run into an issue, which turns out to be a showstopper. It would seem that SalesForce allow for data fields to be encrypted using one of two methods (probabilistic and deterministic). Once configured, it cannot be removed and you cannot (apparently) switch between the two. Unfortunately, we have discovered that CX Cloud from Genesys & Salesforce does not support probabilistic encryption. This isn't really mentioned in the documentation anywhere (hence the warning part) and the error message you get isn't exactly clear about the reason:

    Has anyone else come across this and successfully found a workaround? Everything we could come up with either didn't work or was not possible. I have created an idea here, which I would appreciate your support on.

    Many thanks!


    #API/Integrations
    #Roadmap/NewFeatures

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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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  • 2.  RE: CX Cloud from Genesys & Salesforce and encryption,

    Posted 02-28-2025 15:18
    No replies, thread closed.

    Hey Paul,

    Thanks for catching that. I went ahead and voted on your Idea in the Product Ideas Lab as well.

    Was this something listed in the AppFoundry or elsewhere? I want to make sure that I can get this feedback to the right people if possible.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: CX Cloud from Genesys & Salesforce and encryption,

    Posted 02-28-2025 16:16
    No replies, thread closed.

    Hi Jason,

    Yes, it's an AppFoundry offering that I believe was developed as a collaboration between Genesys and SalesForce. It was launched a while back to much fanfare! We have been working with various folks in the relevant departments and made them aware of the documentation gap. If you could add your voice to the choir, it can only help!

    Care case #0003689666, if that helps.



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------

    Original Message


  • 4.  RE: CX Cloud from Genesys & Salesforce and encryption,

    Posted 03-15-2025 20:58
    No replies, thread closed.

    What's the latest on this issue Paul?



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    Vaun McCarthy
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    Original Message


  • 5.  RE: CX Cloud from Genesys & Salesforce and encryption,
    Best Answer

    Posted 03-17-2025 13:18
    No replies, thread closed.

    Sorry, Vaun! I hadn't got around to updating.

    Ok, so it seems this is a limitation entirely on the Salesforce end. Firstly, once a type of encryption is selected (in SF) it cannot be changed. Secondly, the required SF API calls do not support probabilistic encryption. So, if you have selected probabilistic encryption, you cannot use the integration. (I believe it only affects parts of the integration, but since one of those parts is the AI / Einstein stuff, which is what attracted my customer to begin with, it is (for them) basically a non-starter.)

    So, my customer's POC came to a rather unfortunate and abrupt halt. I believe they are working with SF to see if anything can be done.



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------

    Original Message


  • 6.  RE: CX Cloud from Genesys & Salesforce and encryption,

    Posted 03-17-2025 13:46
    No replies, thread closed.

    For more context, this is the help article from Salesforce that has some more info on their limitation:

    https://help.salesforce.com/s/articleView?id=xcloud.security_pe_considerations_general.htm&type=5

    Please keep us posted if Salesforce is able to make any changes.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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