Genesys Cloud - Main

Community,

I've recently taken over our PureCloud instance and I'm pretty sure quite a few items for our Salesforce integration were never set up.  What I'm trying to accomplish is when a call comes in via one of our call queues PureCloud searches a custom object's records in Salesforce and opens that record up for our call center reps to act on.

I made sure the integration was in place, but after that PureCloud instructions read like stereo instructions in another language.

Any help on a step-by-step guide would be great!  Preferably with images.

Thanks,


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C.J. Rardin
Holmes Murphy & AssociatesAvant
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While on the surface your request seems somewhat simple, there are a couple of options that dictate how you implement this.  The first (simplest) option is to modify the objects that are searched using the ANI based screenpop using the Softphone settings in Salesforce.  I'd see this page, as it details how to setup the various types of screenpops and links to the Salesforce documentation for softphone settings:

Screen pop in PureCloud for Salesforce - PureCloud Resource Center

 This page describes what actually gets searched based on interaction type:

About screen pop in PureCloud for Salesforce - PureCloud Resource Center

You could also use a data action to search Salesforce from within the IVR (About the Salesforce data actions integration - PureCloud Resource Center ) then use the objectID to drive the SF_SearchValue screenpop attribute (Screen pop a Salesforce search result for inbound calls, callbacks, emails, messages, and ACD voicemails in PureCloud for Salesforce - PureCloud Resource Center )

 This second approach makes information in the Custom Object available within the IVR to make advanced routing decisions or to personalize the IVR experience for the caller.  

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Richard Schott
Genesys - Employees
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​CJ use the SF_SearchValue as the attribute in your handler or you attendant profile. The value would be the record ID in SF or a unique value on a record in SF.

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Sheldon Breading-Goodrich
Financial Engines, Inc.
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