Hello fellow community members,
Sharing is Caring, here are resources based on common questions from new customers. This information can be helpful during an initial implementation or as you optimize Genesys Cloud over time. What resources have helped you or your team get more from Genesys Cloud?
Top tip: Developers tools
Developer Center includes API Explorer, Blueprints, and more to help developers get started.
Five common topics and resources:
1. Wondering how to strengthen the security of your Genesys Cloud environment? This guide outlines key security features and best practices available within Genesys Cloud to support environment hardening.
Each section includes direct links to official Genesys Cloud resources that provide detailed configuration instructions. Additionally, to assist customers in aligning their deployment of Genesys Cloud Contact Center as a Service (CCaaS) with broader information security and resilience frameworks, references to ISO/IEC 27001:2013, ISO/IEC 27002:2022, and NIST SP 800-53 Rev. 5 (FedRAMP Moderate baseline) are included where applicable.
2. Thinking about Recording interaction best practices? Check out the Resource Center article . You can also search the community for tips and real-world scenarios shared by other users.
3. How to use Data Actions – You can use data actions to make routing decisions in Architect, to present information to your agents in Scripts, or to act on external data. Learn more on data actions.
4. Scripting in Genesys Cloud: scripts provide help for users during interactions in Genesys Cloud. Review scripting concepts article to start.
· Screen pop CRM record: Use case example to create an inbound script that works cooperatively with Architect and uses the screen pop feature to display CRM records, instructions here.
· Recorded webinar on Scripting, register to view recording.
5. What is 0Auth client? OAuth clients allow you to make requests to the Platform API, authenticate with Genesys Cloud, or to sync entities between Genesys Cloud and third-party systems. Read How to create 0Auth client.
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Jessica Bobbitt
Senior Director, Customer Success, Global Strategy
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