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I am facing the following situation for which I am asking for your help:
Agents are working on Salesforce using the Genesys Cloud for Salesforce integration.
I need to identify my customers (inbouns calls, emails, ...) against Salesforce. And at the same time, I want to keep tracking of the customer activity through Customer Journey.The solution I found is to use Salesforce Data Action to get customer info in Salesforce, and then create an External Contact in GC, and finally relate that GC interaction to the newly created External Contact. That way, agent will receive interaction in Salesforce and will have access to Customer Journey details through GC custom component.First question: is there any other (better) way to track Customer Journey?
Second point:If agent in Salesforce decides to relate the interactions to another Salesforce Contact, GC will still point to the old External Contact. That will cause an inconsistency: in GC, interaction is related to External Contact A, but in Salesforce the activity was created in Salesforce Contact B.Second question: is there any way to avoid this inconsistency?
Thanks in advance.Regards
For me, I would lookup to see if there is an external contact for the phone number or email address. If bit, do a lookup in Salesforce and create a contact in GCx. You could check if name is the same as well and if not, update the contact info from Saleaforce. Having a custom field relates to the Salesforce record would also help.
Thanks Robert. What you describe is what I am currently doing.
Main concern is the second point I raise, regarding possible inconsistency if agent in Salesforce changes the relation to another Salesforce customer.
I think I laid that out. If you are querying SFDC for the GUID and it is different than what you have in external contacts, you make the decision to use SFDC or External Contact as the golden record - since you are looking at records live, there should be no sync issue. I liken external contacts to an old-fashioned rolodex. It is not a CRM and should not be treated as the golden record. Also remember that all objects in Genesys are just GUIDs with labels, so changing a name in an external contact does not change ANY of the underlying data.
When you say "If you are querying SFDC for the GUID and it is different than what you have in external contacts":
At what moment would I do such query?
And btw, where is Salesforce GUID stored in Genesys Cloud interaction?
Try taking a look at this synchronization; it will prevent you from having to create external contacts, and when a call comes in, the external contact already exists, with the customer's journey details attached to it :
Yaeh, I would like to avoid that sync because afaik it syncs ALL contacts from Salesforce to Genesys. And the customer has many. I think there is already an idea to sync based on a kind of filter, but not sure how it will evolve.Maybe will reconsider that in future.
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