Integration between Salesforce CRM & Genesys Cloud is developed by appxconnect and supports Lightning platform and Genesys Cloud's platform APIs.

To begin configuring your integration between Salesforce and Genesys Cloud, you would require the following:

• Salesforce (Service Cloud or Sales Cloud) instance with administrator privileges & Lightning Platform
• Configured setup of your Genesys Cloud account with administrator privileges.
  

Network Prerequisites

The following are the network prerequisites

• Whitelist appxconnect's Public IP (177.104.46.240, Port:443) at your firewall for unrestricted access to appxconnect for your user's browser (Same as that for Salesforce)
• Supported Browser : Google Chrome
  

Application Setting prerequsites

The following parameters of your Genesys Cloud Org are required to complete the integration flow:

• Queue ID & Campaign IDGenesys Cloud List of IDs of Queues and Campaigns ( Queue ID, Campaign ID) in Genesys Cloud Org for which you need to configure the integration for. Ex: Queue ID - 8cc2fa36-338b-445b-9f19-ca4224d444fb , Campaign ID - 7C49C841-13B5-4937-91DA-2E90AAC4A376

Pop-Up Configuration Prerequsites

The following parameters of your Genesys Cloud Org are required to complete the integration flow:

• Object Details Object Details (Customer Record) in Salesforce to associate a conversation with. Example - When an inbound call or a chat is received, which object needs to be Popped on the user screen ? (accounts, leads, contacts or a custom Objects)
    Required Details : Object Name , Primary Object Field name, Primary key

   Ex: Object Name: Contact, Primary Object Field name: Name, Primary Key: Id
• Related Object Details Details of Related Object. This is not mandatory and is required if there are multiple records associated with the Object (Customer Record) and another related Object is needed to identify the Customer Record in context. Example - A Phone number is associated with multiple Netflix accounts and the customer reaches out for a support query with one of their accounts. (Object Name: Phone, Related Object: Account) 
  Required Details :Object Name , Primary Object Field Name, Primary Key, Child Relationship Name.
  Ex- Related Object Name: Account, Primary Object Field Name: Name, Primary Key: Id, Child Relationship Name: Accounts__r
• Alternate Object Details  Alternate Pop-Up Options. When a customer record does not exist or does not match with the one queried, users are required to work on an alternate Object Pop-up. This is not mandatory and is required if such a scenario needs to be addressed.
  Required Details :  Required Details : Object Name , Object Field Name , Display Name
  Ex-Related Object Name: Case, Object Field Name : ContactId, Display Name : New Case

CTI Configuration Prerequisites

The following parameters of your Genesys Cloud Org and Salesforce are required to complete the integration flow:

• Genesys Cloud Call Search Parameter Call Search Parameter is the unique ID associated with a call conversation in Genesys Cloud that could be used to identify the customer record in Salesforce. For Queues, the Call Search Parameter is Phone , for Campaigns, the Call Search Parameter is Header Name of the lead list associated with the Phone Number Column.
• Salesforce Call Search Parameter Salesforce Call Search Parameter is the Field name in Salesforce Object with corresponding value equal to Genesys Cloud Call Search Parameter.
  Required Details : Field name
  Ex- For a Queue,the Genesys Cloud Call Search Parameter is phone(Caller Phone number) and the Salesforce Call Search Parameter is MobilePhone which is a Field name in the Object: Contact.
• Genesys Cloud Chat Search Parameter Chat Search Parameter is the unique ID associated to a chat conversation in Genesys Cloud that could be used to identify the customer record in Salesforce.This could be any of the fields used to identify the customer before the conversation is initiated like : Email ID, Order No that are received through the widget before initiating the Chat.
    Ex: context.email is the parameter that stores the Email ID as the unique identifier in Genesys Cloud.
• Salesforce Chat Search Parameter Salesforce Chat Search Parameter is the Field name in Salesforce Object with corresponding value equal to Genesys Cloud Chat Search Parameter.
  Required Details : Field Name
  Ex- Email is the Field name in the Object contact that corresponds to context.email value in Genesys Cloud.

Activity & Auto Updation

The following parameters of your Salesforce are required to complete the integration flow:

• Activity Object Name for Call The name of the Activity Object in Salesforce in which data from Genesys Cloud related to the call conversation such as Call Duration, Phone Number, Conversation ID, Disposition, Call Direction and Call notes need to be auto updated.
  Required Details : Activity Object Name
  Ex- Call is an Activity Object name in Salesforce.
• Activity Object Name for Chat The name of the Activity Object in Salesforce in which data from Genesys Cloud related to the chat conversation such as Conversation ID, Disposition, and notes need to be auto updated.
  Required Details : Activity Object Name
  Ex- webchat is an Activity Object Name in Salesforce.

Auto Updation

The following parameters of your Genesys Cloud Org are required to complete the integration flow:

• Activity Object Field Name The Field name in Activity Object into which data from Genesys Cloud need to be auto updated.
  Required Details : Field name

  Ex- Descriptionis the Field name in the Activity Object Task into which the data from notesin Genesys Cloud is to be auto updated.

  Ex- CallDurationInSeconds is the Field name in the Activity Object Task into which the data from callduration in Genesys Cloud is to be auto updated.

User Input Form & Auto Updation

A Custom User Input field allows users to input data while on a conversation. The collected data can be auto updated into Salesforce customer records.

• Data Label The identifier for the data to be input by the user.
  Ex- Does the Customer Own a House ? 
• Data Type The data type of the user input can be of type : Boolean, String, Integrer, Option Select or Lookup.
  Ex- Does the Customer Own a House ? 
• Activity Object Field Name The Field name in Activity Object into which data from the user input need to be auto updated.The 
  Ex- Lable Name:  Does the Customer Own a House ?, Datatype : Boolean with Options: Yes and No ; ownshouse is the Field name in the ObjectTask. 

The following Section provides a detailed step by step guide to setup your integration for Genesys Cloud & Microsoft Dynamics 365.

Activation

Login as administrator in your Genesys Cloud account and under the integrations section search for appxconnect for Dynamics 365 and click Install.

Once your request is approved, you will recieve an Email from appxconnect with the login details for appxconnect account and the ID. The integration will also be available under appstab in Genesys Cloud admin login.

Choose the App(from Appstab) and proceed with the setup wizard.

Dynamics 365 Domain Address.

Enter your Dynamics 365 domain address in the CRM Domain Address details and choose a CIF version for your Setup.

Configuring Integration flow

For every Campiagn and Workgroup, you can set a seperate integration flow with seperate set of rules such as - Specific CTI Pop, Specific set of Entities for search in Dynamics, Specific rules for Activity creation and Custom User fields for auto updation. 

Click Add to create a integration flow.

Select the group type to choose Queue / Campaign and enter the respective ID to start building the integration flow. 

Follow the setup guide and fill in the details to complete your integration.