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  • 1.  CX Cloud - restrict access?

    Posted 06-25-2025 15:17

    A question came up during my recent CX Cloud demo. This account has a subset of users who will live in Salesforce, and want them to use CX Cloud. The rest of the users would access Genesys Cloud directly.

    Customer asked if they could restrict access directly into Genesys Cloud for the team that needs to live in Salesforce to force them into using Genesys via the CX Cloud experience. 

    First time in many CX Cloud demos I've had this question come up. Is this possible? I suspect any kind of GC audit log that showed user logins to Genesys would tick this box regardless how the agent gets into Genesys (directly or via CX Cloud), as it will still ultimately show the user logged into Genesys.


    #API/Integrations

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    Scott Ridgway
    Principal Solution Architect
    TTEC Digital
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  • 2.  RE: CX Cloud - restrict access?

    Posted 06-26-2025 10:36

    Hello Scott, 

    I don't believe this is currently possible. 

    The best idea I can think of is the user group that lives in salesforce can be given roles that give them very little access in GC but you cannot restrict them from logging into GC entirely. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: CX Cloud - restrict access?

    Posted 06-26-2025 13:39

    Thank you @Cameron Tomlin, you confirmed my suspicions. Really appreciate your reply on this one!



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    Scott Ridgway
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    Original Message


  • 4.  RE: CX Cloud - restrict access?

    Posted 06-27-2025 08:59

    Hey Scott, I think the only way to do that would be to install some sort of logic in the browser to block access to the url for Genesys Cloud and not allow the UI to render.... this will most likely cause issues with CX Cloud though. Also it's good to have a back up plan. If SFDC were to go down, logins, blocked, unable to access they could still login to GCloud in the native UI and take interactions. It's certainly an interesting request, and one I assume comes from agents who "rebelled" and fought the previous SFDC integration with the current CC platform. 



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    Steve Alix
    EDCi
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    Original Message


  • 5.  RE: CX Cloud - restrict access?

    Posted 06-27-2025 09:15

    Very good points @Steven Alix, thank you for your thoughts on this!



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    Scott Ridgway
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    Original Message


  • 6.  RE: CX Cloud - restrict access?
    Best Answer

    Posted 03-19-2026 13:31

    Hey Scott! Actually, this was solved on the newest episode of the Q&A Show! Check out the answer at the 9:40 time stamp. 



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    Nicole Milliken
    Senior Online Community Video Specialist
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  • 7.  RE: CX Cloud - restrict access?

    Posted 03-19-2026 14:48

    That was very interesting.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 8.  RE: CX Cloud - restrict access?

    Posted 03-19-2026 14:59

    Great news Nicole, THANK YOU for remembering this thread and sharing with all of us!



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    Scott Ridgway
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    Original Message


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