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  • 1.  Genesys Cloud CX Service Cloud Voice Screen Pop Salesforce

    Posted 06-12-2025 13:46
    No replies, thread closed.
    Hello,
     
    I am wondering if someone can provide direction to any documentation on how there may be an inherent (out of the box) method in Genesys Architect (Genesys Cloud CX system) to invoke a 'screen pop' on an existing record in Salesforce with Service Cloud Voice implemented, running, and taking calls fully successful (though no 'screen pop' on Salesforce side).
     
    I have been directed to these examples that show a Set Participant Data element set in Genesys Architect by either setting 'SF_SearchValue' to something like Call.ANI (as a search value) or GC_SCREEN_POP to a URL 'like' value that may reference something in Salesforce? Neither of these examples in Genesys documentation tells how to use this 'inherent' method for sending 'screen pop' data to Salesforce via Service Cloud voice. I am not sure the context of the values suggested to be place into Participant data. Screen pop in CX Cloud from Genesys and Salesforce - Genesys Cloud Resource Center
    Also, a recent TAM video was nice, but it seems this is about creating a new contact record in Salesforce (?) not anything about searching on existing records with data provided from Genesys Architect.

    Is there something inherent in Architect (with Service Cloud Voice operational and working for voice delivery) that can be used to send, and command (right word?), a screen pop in Salesforce. Our counterparts in Salesforce are telling us they were told this is out of the box (with Architect configuration as noted) functionality with variables to be set as described. Is there any documentation on this scenario; not creating a new record but just appending Call.ANI (or any reliable search value, really) to some 'URL' or link and send to Salesforce in this GC_SCREEN_POP? How would you know what to format this value to?

    Thanks for any direction to documentation, samples or discussion post.


    #API/Integrations
    #Routing(ACD/IVR)
    #SystemAdministration

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    Greg Magsamen
    Network Engineer / Systems Manager
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  • 2.  RE: Genesys Cloud CX Service Cloud Voice Screen Pop Salesforce
    Best Answer

    Posted 06-13-2025 11:24
    No replies, thread closed.

    Hello Greg, 

    Architect uses the SF_URLPop custom attribute to trigger and control screen pops. This document is a good resource it also mentions the SF_SearchValue which might be helpful as well. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Genesys Cloud CX Service Cloud Voice Screen Pop Salesforce

    Posted 06-13-2025 12:49
    No replies, thread closed.

    Thank you for the response. My use case centers on providing Genesys Architect value(s) for searching existing Salesforce records. In a related document about popping a screen for new contacts, I see I can add "lightning/o/Contact/new?defaultFieldValues=Phone="+call.ANI to that custom attribute and this works. It tells Salesforce pop an interface for adding new contacts. Pretty clean and slick. Of course, the actual implementation may have to build something more robust in Genesys Architect for when to actually send this, and any necessary pre-populated data, but the general idea is quick and easy to use.

    My inquiry is around a possible similar technique for sending a value in GC_SCREEN_POP or SF_URLPop, not to invoke a new contact screen pop, but to search Salesforce records, presumably on call.ANI and if a match found, present ("pop") that Account, Lead or possibly Contact. This SF_SearchValue sort of implies something like this exists but simply placing call.ANI in that Participant variable does not do much. Is there something similar to the new contact URL format ("lightning/o/Contact/new") to send? Or is there counterpart configuration on the Salesforce side? The new contact technique did not need anything on the Salesforce side (a nice twist), would 'searches' have this same boon or is there a part we are missing? 

    There does not seem to be straightforward documentation on how to invoke a search (not new contact) "screen pop" in Service Cloud Voice the same as there is for this "new contact" technique and any specific values needed in custom attributes (participant variables).

    Thanks for any information or direction.



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    Greg Magsamen
    Network Engineer / Systems Manager
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    Original Message


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