Genesys Cloud CX

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  • 1.  Data Actions S.O.S.

    Posted 05-18-2022 10:47

    We currently have our Salesforce orgs, both Production and sandbox/development, configured to manage our Genesys IVR campaigns.  Whether we create IVR records in Production or Sandbox, they all route over to Genesys so that we can develop new campaign flows and run our existing ones.

     

    In order to create new inbound flows, we need to create new Actions in Genesys for querying/retrieving data from Salesforce as well as pushing data into Salesforce, and we want to validate that the flows and data actions are performing correctly.  At the moment, I believe Genesys is only configured to send Data Actions to our Production Salesforce instance.

     

    Is there a way to install and label a separate Integration for Salesforce Data Actions specifically pointing to our Sandbox instance, while maintaining our current integration w/ Production?

    #DataActions
    #Salesforce
    #Sandbox


    #Integrations
    #Outbound
    #Unsure/Other

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    Tina Yocum
    Nxstage Medical, Inc.
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  • 2.  RE: Data Actions S.O.S.

    Posted 05-18-2022 18:38
    Edited by Vaun McCarthy 05-18-2022 18:38
    Hi Tina

    If all you're wanting is the data actions integration piece, all you need to do is add an additional Salesforce Data Actions integration - then add the credentials to that second one for your sandbox instance.  It will create duplicates of any SF data actions you have in there but associate those new copies to the new integration you've added.  The data action will have the same name but when you add this to Architect you specify the integration to use first.

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    Vaun McCarthy
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  • 3.  RE: Data Actions S.O.S.

    GENESYS
    Posted 05-19-2022 09:15
    One minor addition to what Vaun said; creating a new Salesforce Data Action integration will create copies of the Static Data Actions that are created by default with the installation of the integration.  You would still need to create a copy of any custom data actions from the production version of the integration and set them up in the sandbox version, but this is a pretty simple process.

    Keeping the two integrations in sync over time is an excellent use case for CX as Code in a CI/CD pipeline; building out new actions/flows against your sandbox instance of Salesforce, then utilizing CX as code to "migrate" over to your production instance: https://developer.genesys.cloud/blueprints/cx-as-code-cicd-gitactions-blueprint/

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    Richard Schott
    Genesys - Employees
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  • 4.  RE: Data Actions S.O.S.

    Posted 05-19-2022 17:06
    Hi Richard,

    Thank you for your response.  The additional advice you offered is welcomed as it is not something that had been considered.

    Thanks so much!!
    Tina

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    Tina Yocum
    Nxstage Medical, Inc.
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  • 5.  RE: Data Actions S.O.S.

    Posted 05-19-2022 17:05
    Hi Vaun,

    Thank you so very much for your quick response. This worked great!  We still have a few tweaks but we are seeing the outcome we are looking for!

    Tina

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    Tina Yocum
    Nxstage Medical, Inc.
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