Genesys Cloud - Main

Hi Everyone,

Just wondering, if anyone ever experience similar issue ,

so we installed CX Cloud Digital - in Salesforce with install "All Users", and when we tested with Salesforce user with "System Administrator" profile, it work fine, user able to receive interaction in omni-channel widget.

but when login using "Standard User" profile in Salesforce, interaction never landed to omni-channel widget, and in the console log there's error below

genesysps__logger:78 15:59:59 [genesysps:gcxsdk.assignAgentWork@1.58] APEX error: {"message":"PSR not found with WorkItemId a1TOc000000rufBMAQ (genesysps__Experience__c type). Please verify you created and activated the Salesforce flows that route Experiences and Email Experiences. Check the documentation in the Resource Center (https://help.genesys.cloud/)" href="https://help.genesys.cloud/)" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://help.genesys.cloud/)">https://help.genesys.cloud/) for details"}  Objectmessage: "PSR not found with WorkItemId a1TOc000000rufBMAQ (genesysps__Experience__c type). Please verify you created and activated the Salesforce flows that route Experiences and Email Experiences. Check the documentation in the Resource Center (https://help.genesys.cloud/)" href="https://help.genesys.cloud/)" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://help.genesys.cloud/)">https://help.genesys.cloud/) for details"[[Prototype]]: Object
exports.error @ genesysps__logger:78
genesysps__logger:78 15:59:59 [genesysps:gcxsdk.assignAgentWork@1.58] APEX error message: PSR not found with WorkItemId a1TOc000000rufBMAQ (genesysps__Experience__c type). Please verify you created and activated the Salesforce flows that route Experiences and Email Experiences. Check the documentation in the Resource Center (https://help.genesys.cloud/)" href="https://help.genesys.cloud/)" rel="noreferrer noopener" target="_blank" class="fui-Link ___1q1shib f2hkw1w f3rmtva f1ewtqcl fyind8e f1k6fduh f1w7gpdv fk6fouc fjoy568 figsok6 f1s184ao f1mk8lai fnbmjn9 f1o700av f13mvf36 f1cmlufx f9n3di6 f1ids18y f1tx3yz7 f1deo86v f1eh06m1 f1iescvh fhgqx19 f1olyrje f1p93eir f1nev41a f1h8hb77 f1lqvz6u f10aw75t fsle3fq f17ae5zn" title="https://help.genesys.cloud/)">https://help.genesys.cloud/) for details

Just wondering if anyone know about this error ?

thank you

Fransiska

Hello Fransiska

The error suggests Salesforce isn't creating the required Pending Service Routing (PSR) record for the Experience work item. Since it only happens with the Standard User profile, it may be permission or Omni-Channel configuration related.

The CX Cloud Digital setup guide covers these prerequisites that might be worth double checking:
https://help.genesys.cloud/articles/set-up-cx-cloud-digital-and-ai-for-salesforce-service-cloud/

Has anyone else run into this with CX Cloud Digital? If so, what ended up being the root cause?

Hi @Fransiska Hendra

This behavior is clearly due to a lack of permissions in Salesforce.
To add to Samuel's suggestion,
Also check:
- In Genesys Cloud, whether the user has the necessary permissions;
- In Genesys Cloud, whether the user is in the CX Cloud integration group;
- In Salesforce, whether the user is in the contact center group (Salesforce Voice Contact Center Rep (Partner Telephony));
- In Salesforce, whether the profile includes this configuration: https://help.genesys.cloud/articles/assign-field-level-security/
- In Salesforce, whether the user has the custom permissions: https://help.genesys.cloud/articles/custom-permissions-in-salesforce/

I hope this helps.

thanks Danniel for advise, try that.