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  • 1.  SalesForce and SalesForce Lightening

    Posted 03-16-2023 11:58


    We are currently in a planning situation where we will be migrating a group of tech support agents that use SalesForce Lightening to begin working with Genesys and using the embedded client.  The exisitng agents use SalesForce with the embedded client and will be crossed trained to help support the agents that are using SF Lightening. Each agent group supports a very specific type of dialysis and at this time the SF version will remain as is.

    My question is, will the Genesys embedded client continue to function for an individual that has a need to work in either SF or SF Lightening on the same computer?  I know the obvious solution would be to move to on version of SF or the other but that does appear to be an option at this time.

    Thank you!



    Tina Yocum
    Nxstage Medical, Inc.

  • 2.  RE: SalesForce and SalesForce Lightening

    Posted 03-17-2023 00:52

    You can set up different Call Centers with different version or flavors of the Salesforce plugin.  Then assign each group of agent to each call center you set up.  Your application is independent of the plugin.  Now, if you want a better Salesforce Lightning experience, check out OneView for Salesforce on AppFoundry.

    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect

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