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  • 1.  Genesys cloud for salesforce and WFM

    Posted 05-23-2023 05:48
    No replies, thread closed.

    Hi Community,

    Has any one used Genesys cloud for Salesforce and WFM together?
    Are there any limitations on WFM ,when we use Genesys Cloud Cx with External Routing for Salesforce Chat  ( Chat as a channel). 
    Inputs are needed for handling chat ,both in Salesforce page and in Interaction utility tab?

    https://workshop.genesys.com/workshops/SalesForceExternalRouting/010-introductionandprerequisites.html


    Regards
    Garima.


    #Implementation
    #Integrations

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    Regards
    Garima.
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  • 2.  RE: Genesys cloud for salesforce and WFM

    Posted 05-23-2023 21:58
    No replies, thread closed.

    If you want to use GCx WFM, you have to have ALL interactions flow through Genesys.  There is a way that you can route Salesforce Objects through Genesys and then account for the interactions in WFM.  This is a start: https://help.mypurecloud.com/articles/externally-routed-salesforce-chats-process/.  I know we have experimented with this and Salesforce does not make it easy.  Keep us informed if you get this working in production.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Genesys cloud for salesforce and WFM

    Posted 05-24-2023 00:07
    No replies, thread closed.

    Hi Robert,

    We are not in production yet for this particular usecase. 

    We conducted few tests in our lab and think that we should be able to do WFM on such externally routed chats through Salesforce as this channel is supported for WFM per documentaion on resource centre. However, if you have faced any challenges for this , please do share some insights .


    Regards
    Garima.



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    Regards
    Garima.
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    Original Message


  • 4.  RE: Genesys cloud for salesforce and WFM

    Posted 05-24-2023 00:12
    No replies, thread closed.

    I've got this deployed for a client at the moment.  Using the external routing you'll get offered, handle time etc for your messaging interactions.  It uses the open messaging integration on the Genesys side and Omnichannel on the SF side.  There are a few gotchas - one of which is that you can't use status/presence sync.



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    Vaun McCarthy
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