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  • 1.  Fail to install CX Cloud, Digital and AI for Salesforce Service Cloud

    Posted 01-18-2024 04:02

    Hi community, 

    Has anyone installed the CX Cloud, Digital, and AI for Salesforce Service Cloud in Salesforce? I encountered an error during the installation process. Are there any prerequisite steps or configurations that I might have missed? I would greatly appreciate it if anyone, particularly Genesys, could provide documentation for this specific aspect.


    #Integrations

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    Joseph Tse
    Accenture Company Limited
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  • 2.  RE: Fail to install CX Cloud, Digital and AI for Salesforce Service Cloud

    Posted 01-18-2024 09:25
    Edited by Mahmoud Hayani 01-18-2024 09:27

    Please ignore my comment as it seems that I missed this regarding Digital and AI for Salesforce Service Cloud and not the voice part.

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    Hi 

    I had a similar issue, and the error in my case was due to my development Salesforce org's lack of a "Partner Telephony Setup License," which is one of the prerequisites for this stage.

    In Salesforce, on the Setup Home page, search for Voice in the Quick Find box and select Partner Telephony Setup. Enable Service Cloud Voice and turn on Voice with Partner Telephony. 

    https://help.mypurecloud.com/articles/install-the-cx-cloud-voice-for-salesforce-service-cloud-package/



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    Mahmoud Hayani
    GlobalConnect AB
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    Original Message


  • 3.  RE: Fail to install CX Cloud, Digital and AI for Salesforce Service Cloud

    Posted 01-21-2024 21:59

    Hi Mahmoud,

    Thank you for the reply. Have you had any previous experience installing the "Digital and AI for Salesforce Service Cloud" package? If so, were you able to install it successfully?



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    Joseph Tse
    Accenture Company Limited
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    Original Message


  • 4.  RE: Fail to install CX Cloud, Digital and AI for Salesforce Service Cloud

    Posted 02-20-2024 19:58

    Mahmoud did you get partner telephony licenses added to your dev SF instance somehow?



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    Vaun McCarthy
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    Original Message


  • 5.  RE: Fail to install CX Cloud, Digital and AI for Salesforce Service Cloud

    Posted 01-21-2024 22:32

    I haven't tried this yet, but I seem to recall there are two packages, one of which is a "core" package.  Have you installed that one too?



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    Vaun McCarthy
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    Original Message


  • 6.  RE: Fail to install CX Cloud, Digital and AI for Salesforce Service Cloud

    Posted 01-24-2024 02:26
    Edited by Joseph Tse 01-24-2024 02:27

    Hi Vaun,

    We have installed the core package, additional, we tried to installed the other 3 packages. With no luck, the "Digital and AI" package was not successful.  



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    Joseph Tse
    Accenture Company Limited
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    Original Message


  • 7.  RE: Fail to install CX Cloud, Digital and AI for Salesforce Service Cloud

    Posted 01-25-2024 05:08

    Hi Community, 

    We have contact Salesforce support as well, and solution was given as follow.

    "After 1) enabling chat user (in Setup, Chat Settings, Enable Chat) and 2) grant service cloud user license (in user profile) you were able to view the chat transcript object."



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    Joseph Tse
    Accenture Company Limited
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    Original Message


  • 8.  RE: Fail to install CX Cloud, Digital and AI for Salesforce Service Cloud

    GENESYS
    Posted 01-26-2024 01:15

    Hi Joseph,

    It seems like you are using old versions. The Digital and AI package version 1.5 does not require the enabling "chat user" anymore.

    Gildas



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    Gildas Cherruel
    Genesys - Employees
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    Original Message


  • 9.  RE: Fail to install CX Cloud, Digital and AI for Salesforce Service Cloud

    Posted 02-19-2024 02:54

    Hi Gildas Cherruel, 

    Thanks for your update. It's not related to version and solution was given by Salesforce. Please refer my previous post.

    "After 1) enabling chat user (in Setup, Chat Settings, Enable Chat) and 2) grant service cloud user license (in user profile) you were able to view the chat transcript object."

    Hope Genesys can mention this in the installation document as well. 

    Regards



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    Joseph Tse
    Accenture Company Limited
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    Original Message


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