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

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

    Posted 05-07-2024 10:54
    No replies, thread closed.

    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
    Best Answer

    Posted 05-08-2024 07:05
    No replies, thread closed.

    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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