Genesys Cloud - Main

In this video, @Santosh Bhandari discusses a new feature "Additional screen pop options in CX Cloud from Genesys and Salesforce"

Administrators can now set up Salesforce objects to appear as additional subtabs alongside the voice call record page in CX Cloud from Genesys and Salesforce. This update provides more flexibility in customizing the agent workspace by allowing relevant information to be displayed dynamically based on the interaction. Previously, CX Cloud supported only the voice call record page when an interaction was delivered to an agent. Administrators can now define additional screen pops in Genesys Architect using specific attributes and commands, such as the GC_SCREEN_POP custom attribute, which allows them to screen pop a specific Salesforce page for inbound calls and callbacks. The screen pop can be a Salesforce page, a Visualforce page, or a new record page with pre-populated data from an Architect workflow. This feature improves efficiency by ensuring that agents have immediate access to key Salesforce records, reduces the need for manual navigation, and enhances workflow continuity.

Release notes: https://help.mypurecloud.com/releasenote/february-24-2025/

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