Training videos

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The following videos can help you understand features and functionality in Genesys Cloud for Salesforce.

• Call logging
• Email routing
• Screen pop
• Workspace transfer

Call logging

This video shows where administrators can map interaction attributes to Salesforce activity records and where these interaction attributes appear in Salesforce. For more information, see Synchronize interaction attributes with Salesforce activity records.

Email routing

This video walks through configuring email routing in the managed package, using Process Builder to route cases as emails through Genesys Cloud, and using an Architect flow to transfer an email interaction to a queue. The video also demonstrates a case being created for a Salesforce email that appears in the client. For more information, see About Routing of Salesforce Emails.

Screen pop

This video demonstrates a screen pop for a chat interaction, how the developer tool was used to execute the screen pop, and how to use Architect to screen pop for call interactions. The video also shows softphone layout settings in Salesforce that control how screen pops occur. For more information, see Screen pop in Genesys Cloud for Salesforce.

Workspace transfer

This video shows where administrators set the workspace transfer option and walks through what a workspace transfer looks like to agents sending and receiving a transfer. For more information, see Workspace transfers.

For more information about the integration, see About Genesys Cloud for Salesforce.