The only thing to be cognizant of is that flow builder allows for branching logic, where a single element could potentially have multiple output paths based on the logic contained within the flow (this simply isn't possible with process builder, as you have a simple yes/no condition check on a single element). This could mean that someone could potentially set up a flow that results in multiple GC email conversations being created from the same Salesforce object, which could result in some unpredictable behavior, especially if the auto-assign email to case option is selected. But as long as you don't do something silly like that, you should be fine.
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Richard Schott
Genesys - Employees
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Original Message:
Sent: 12-14-2021 02:05
From: Vaun McCarthy
Subject: Salesforce deprecation of Process Builder
Thanks Richard, I'll take a look. Any limitation at all that you're aware of in moving to flow builder?
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Vaun McCarthy
Original Message:
Sent: 12-13-2021 22:07
From: Richard Schott
Subject: Salesforce deprecation of Process Builder
Process builder was just the simpler workflow engine within Salesforce to document for this feature. The key is the creation of the routing request object, which is an available action in flow builder, which is the successor to process builder. Either automation design tool within Salesforce is perfectly capable of creating this object, which is what spawns all of the API calls that result in Genesys Cloud conversations to route. As Robert calls out below, the Omni-channel Chat routing feature that was recently released uses a similar methodology, only it is documented using the flow builder instead of process builder.
In addition to using the automation design tools within Salesforce, you can also use the SDK to directly create a routing request object using APEX (https://help.mypurecloud.com/articles/use-the-sdk-to-route-salesforce-emails/), allowing email routing to be tied in with programmatic logic contained on the Salesforce platform.
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Richard Schott
Genesys - Employees
Original Message:
Sent: 12-13-2021 17:27
From: Vaun McCarthy
Subject: Salesforce deprecation of Process Builder
Hi all
@Richard Schott
I hear that Salesforce are looking to deprecate Process Builder - which is obviously currently used for integration of email through to Genesys Cloud. What is the path/approach to prepare for that/
#Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
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Vaun McCarthy
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