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  • 1.  Salesforce Portal Tickects routed thru Genesys Cloud

    Posted 04-16-2020 10:48
    No replies, thread closed.
    Has anyone attempted to route portal tickets from Salesforce into GCloud?  While I understand routing of voice and email a customer has asked can GCloud take the tickets from the portal and route them to eliminate bouncing from systems.  I cannot find anything in Resource Center about it but I did find an idea out there for this.  If this is something someone has figured out that would be great.  If not and you want to vote for it please go to https://purecloud.ideas.aha.io/ideas/CLINT-I-48?utm_source=idea_comment_mailer&utm_medium=email&utm_campaign=subscribers.

    #Integrations
    #Routing(ACD/IVR)

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    Bob King
    Altivon
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  • 2.  RE: Salesforce Portal Tickects routed thru Genesys Cloud

    Posted 04-17-2020 08:55
    No replies, thread closed.

    Bob,

    The routing of Salesforce Objects using Genesys Cloud as the routing engine is covered here: https://help.mypurecloud.com/articles/about-routing-salesforce-emails-in-purecloud-for-salesforce/

    It's worth noting that while the documentation refers to "emails", that's because that is the conversation type that the integration uses within Genesys Cloud as the vehicle to perform the routing.  In theory, any Salesforce object could be routed using either the process builder or APEX SDK approaches described in this documentation.



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    Richard Schott
    Genesys - Employees
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