Genesys Cloud - Main

In a scenario involving multiple cases created during a call, there is a requirement for auto-association of cases with tasks, and the agent should be able to relate the call to the task when viewing multiple cases.

Background- 

Can we associate multiple attributes under the 'related to' field under the  Genesys-Salesforce interaction window. At present when agent answers a voice interaction the interaction window provides them option to create a case or task and associate the same related to field with a case.
As per Genesys documentation the 'related to' field automatically displays the option under drop down based on the pages navigated by agents. Example If agent navigates to 2 different cases in backend the drop down will start showing both the cases and agent can select either one. Once done it will reflect the case number on the task page.
https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/
Snippet below-

Requirement is to associate the task to multiple cases. Is this possible? We are thinking to create another field as related to so that agent can select 2 separate cases to the same task. Something similar in the below snippet.
 

The question is this even possible as we are using Genesys - Salesforce (lightning) Managed package. Even if we use a custom attribute we did not find this in the list and it is believed it is there by default (Activity field mapping). Any leads on how do we achieve this or any new suggestion wherein agents can associate task to multiple cases can be of help.

#Integrations
#Unsure/Other

------------------------------
MAnu KAndwal
Accenture Solutions Private Limited
------------------------------

For me, I would run a Lightning Flow instead of the attribute matching and screen pop.  Let Flow read the attribute then do a lookup for what you want and display the correct case or create a new one using Flow to fill in the attributes you want from Genesys.  All this can be done in Flow and all you have to in Genesys is supply the attributes as participant data to look up in the Flow tools.  

In a scenario involving multiple cases created during a call, there is a requirement for auto-association of cases with tasks, and the agent should be able to relate the call to the task when viewing multiple cases.

Background- 

Can we associate multiple attributes under the 'related to' field under the  Genesys-Salesforce interaction window. At present when agent answers a voice interaction the interaction window provides them option to create a case or task and associate the same related to field with a case.
As per Genesys documentation the 'related to' field automatically displays the option under drop down based on the pages navigated by agents. Example If agent navigates to 2 different cases in backend the drop down will start showing both the cases and agent can select either one. Once done it will reflect the case number on the task page.
https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/
Snippet below-

Requirement is to associate the task to multiple cases. Is this possible? We are thinking to create another field as related to so that agent can select 2 separate cases to the same task. Something similar in the below snippet.
 

The question is this even possible as we are using Genesys - Salesforce (lightning) Managed package. Even if we use a custom attribute we did not find this in the list and it is believed it is there by default (Activity field mapping). Any leads on how do we achieve this or any new suggestion wherein agents can associate task to multiple cases can be of help.

#Integrations
#Unsure/Other

------------------------------
MAnu KAndwal
Accenture Solutions Private Limited
------------------------------

For me, I would run a Lightning Flow instead of the attribute matching and screen pop.  Let Flow read the attribute then do a lookup for what you want and display the correct case or create a new one using Flow to fill in the attributes you want from Genesys.  All this can be done in Flow and all you have to in Genesys is supply the attributes as participant data to look up in the Flow tools.  

In a scenario involving multiple cases created during a call, there is a requirement for auto-association of cases with tasks, and the agent should be able to relate the call to the task when viewing multiple cases.

Background- 

Can we associate multiple attributes under the 'related to' field under the  Genesys-Salesforce interaction window. At present when agent answers a voice interaction the interaction window provides them option to create a case or task and associate the same related to field with a case.
As per Genesys documentation the 'related to' field automatically displays the option under drop down based on the pages navigated by agents. Example If agent navigates to 2 different cases in backend the drop down will start showing both the cases and agent can select either one. Once done it will reflect the case number on the task page.
https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/
Snippet below-

Requirement is to associate the task to multiple cases. Is this possible? We are thinking to create another field as related to so that agent can select 2 separate cases to the same task. Something similar in the below snippet.
 

The question is this even possible as we are using Genesys - Salesforce (lightning) Managed package. Even if we use a custom attribute we did not find this in the list and it is believed it is there by default (Activity field mapping). Any leads on how do we achieve this or any new suggestion wherein agents can associate task to multiple cases can be of help.

#Integrations
#Unsure/Other

------------------------------
MAnu KAndwal
Accenture Solutions Private Limited
------------------------------

@Robert Wakefield-Carl for using lighting flow instead Screen pop, do you have further info on this?
Currently, we use sf_urlpop or  sf_searchvalue for screen pop. Do you mean to call the lighting flow URL and pass the attributes from Genesys?

For me, I would run a Lightning Flow instead of the attribute matching and screen pop.  Let Flow read the attribute then do a lookup for what you want and display the correct case or create a new one using Flow to fill in the attributes you want from Genesys.  All this can be done in Flow and all you have to in Genesys is supply the attributes as participant data to look up in the Flow tools.  

In a scenario involving multiple cases created during a call, there is a requirement for auto-association of cases with tasks, and the agent should be able to relate the call to the task when viewing multiple cases.

Background- 

Can we associate multiple attributes under the 'related to' field under the  Genesys-Salesforce interaction window. At present when agent answers a voice interaction the interaction window provides them option to create a case or task and associate the same related to field with a case.
As per Genesys documentation the 'related to' field automatically displays the option under drop down based on the pages navigated by agents. Example If agent navigates to 2 different cases in backend the drop down will start showing both the cases and agent can select either one. Once done it will reflect the case number on the task page.
https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/
Snippet below-

Requirement is to associate the task to multiple cases. Is this possible? We are thinking to create another field as related to so that agent can select 2 separate cases to the same task. Something similar in the below snippet.
 

The question is this even possible as we are using Genesys - Salesforce (lightning) Managed package. Even if we use a custom attribute we did not find this in the list and it is believed it is there by default (Activity field mapping). Any leads on how do we achieve this or any new suggestion wherein agents can associate task to multiple cases can be of help.

#Integrations
#Unsure/Other

------------------------------
MAnu KAndwal
Accenture Solutions Private Limited
------------------------------