Genesys Cloud - Main

Hi,

I am learning about CX Cloud and have a basic setup. I was wondering if the community has some tips and tricks and implemented features that are not documented yet but useful to know.

A simple thing I encountered is not being able to automatically complete the Salesforce "Related Record" field of a voice call record. Apparently it is not possible to map it against a Genesys participant attribute with (open) case data found through data actions in the IVR. The solution would be to create and map custom fields in the Voice call record and use a Salesforce record triggered flow to update the Related Record field from it.

Hello Jeroen, 

The limitation you've encountered is real, the standard "Related Record" field in SF VoiceCall objects cannot be directly mapped from Genesys participant attributes set via data actions in Architect flows. Your solution of using custom fields and a SF record-triggered flow is the recommended workaround. 

I would love to see some community members speak about for more of a solution though!

Cheers,