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Integrate a Salesforce knowledge base into the agent assist for Genesys cloud

  • 1.  Integrate a Salesforce knowledge base into the agent assist for Genesys cloud

    Posted 12 days ago

    Hello,

    I found this link: https://github.com/MyPureCloud/purecloud-for-salesforce-einstein-example.

     Does it discuss the feasibility of using Salesforce knowledge bases on the agent assist toolbar of Genesys Cloud?

    My objectif is to find out if it's possible to integrate a Salesforce knowledge base into the agent assist component on Genesys Cloud. 


    #Integrations

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    Badreddine Bsibsi
    Orange SA
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  • 2.  RE: Integrate a Salesforce knowledge base into the agent assist for Genesys cloud

    Posted 11 days ago

    Hello,

    There is an idea that is in development that would allow you to use ServiceNow or Salesforce as the source of your knowledge.

    https://genesyscloud.ideas.aha.io/ideas/SSAKM-I-169



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


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