Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Salesforce - Activity Field Mapping (from Genesys) results differ between our Production and Sandbox Salesforce environments

    Posted 04-19-2023 16:05
    No replies, thread closed.

    We are using the Genesys Cloud for Salesforce installed package and have configured various fields (e.g. Phone Number, Genesys URL, Call Start Time, Genesys Queue) in the Activity Field Mapping section in both our Production and Sandbox Salesforce environments.

    The mapped fields are filled as expected in the Activity when taking a call in our Salesforce Production environment, but the mapped fields are not filled when taking a call in our Salesforce Sandbox environment (although the default fields such as Call Type, Call Result, Duration are filled).   

    As the mapping configuration looks identical in both Salesforce environments I'm wondering if there is some other configuration or action that needs to be done.

    (Also logged on a Salesforce community site.)

    Thanks 


    #Integrations

    ------------------------------
    Sarah Newell
    Lifeline Aotearoa
    ------------------------------


  • 2.  RE: Salesforce - Activity Field Mapping (from Genesys) results differ between our Production and Sandbox Salesforce environments

    Posted 04-23-2023 00:20
    No replies, thread closed.

    Are the call flows the same in Genesys?  Sounds like you missing the Set Attribute on the flow that is destined to the sandbox.  I would log into the Salesforce sandbox and to the production Genesys ORG and call the production number.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Salesforce - Activity Field Mapping (from Genesys) results differ between our Production and Sandbox Salesforce environments

    Posted 04-23-2023 18:02
    No replies, thread closed.

    Thanks for your response. We only have a Genesys production organisation, and the same flow was used to compare Salesforce Production with Salesforce Sandbox as per your suggestion.

    Regards
    Sarah



    ------------------------------
    Sarah Newell
    Lifeline Aotearoa
    ------------------------------

    Original Message


  • 4.  RE: Salesforce - Activity Field Mapping (from Genesys) results differ between our Production and Sandbox Salesforce environments

    Posted 04-23-2023 18:17
    No replies, thread closed.

    The next is to check the attribute mapping between the two instances of Salesforce.  See if you have the c_attribute mapped for each one of the Genesys Cloud attributes.  Finally, are you just using attributes to fill the page or using Flow to create that activity?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Salesforce - Activity Field Mapping (from Genesys) results differ between our Production and Sandbox Salesforce environments

    Posted 04-23-2023 19:47
    No replies, thread closed.

    Thanks Robert

    I found the issue was user error - the attribute names in the Sandbox Activity Field Mapping were missing the '.' - despite me having compared the configuration to Production several times it would seem I "couldn't see for looking". Corrected the configuration and fields are now updated in the Salesforce task.



    ------------------------------
    Sarah Newell
    Lifeline Aotearoa
    ------------------------------

    Original Message


Related Content