Genesys Cloud - Main

Hi all! I thought I would post this question in the community to see what great strategies I could stir up!

I'm working with a client who is looking to better understand how other Genesys Cloud customers manage the promotion of changes across environments, specifically from development/non-prod into production.

They are also interested in hearing how others handle multiple dev or non-prod orgs, especially when different teams, business units, or workstreams are making changes in parallel.

A few areas they are curious about include:

• How you track and document configuration changes before moving them to prod
• Whether you use one dev org or multiple dev/test orgs, and how you manage consistency across them
• Whether you use manual processes, APIs, Terraform, CI/CD, or another approach
• How you handle approvals, testing, and rollback planning
• What types of changes you promote regularly, such as Architect flows, routing, queues, integrations, bots, etc.
• Any lessons learned or best practices that have helped reduce risk

Would anyone be willing to share a bit about how your organization approaches this today, what has worked well, and what you would do differently?

Thanks in advance for your thoughts!

#System/PlatformAdministration

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Kendall Swartzell
Senior Customer Success Manager
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Below is my experiance:

• How you track and document configuration changes before moving them to prod
  Answer: We will prepare document "Method statement" which consists of all the steps related to deplanement plan , Change window, Roll back, testing, configuration procedure.
• Whether you use one dev org or multiple dev/test orgs, and how you manage consistency across them
  Answer: Yes we have both Dev and Prod instance in the client side. Initial development will be in Dev lab and followed by Prod.
• Whether you use manual processes, APIs, Terraform, CI/CD, or another approach
  Answer: Manual as of now but planning to implement Terraform in future.
• How you handle approvals, testing, and rollback planning
  Answer: We are using agile methodology through Jira we will raise request and track everything including approvals.
• What types of changes you promote regularly, such as Architect flows, routing, queues, integrations, bots, etc.
  Answer: We will touch everywhere based on the requirement
• Any lessons learned or best practices that have helped reduce risk
  Answer: Checklist and approvals are important along with Dev test results and Post Prod results.

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Satish Huzuru
Infra Transformation Associate Manager
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