Managed package settings in Salesforce


Note: This article applies to PureCloud for Salesforce.

The managed package settings page includes all call center and integrations settings that are configurable for PureCloud for Salesforce.

Call Center

Client Settings 

This configuration allows you to use the PureCloud for Salesforce client as your call center. After you select the call center to configure (PureCloud for Salesforce Lightning or PureCloud for Salesforce), the Client Settings page populates with several configuration sections: 

  • Settings 

    This section allows you to configure basic settings such as SSO and interaction log behavior. 

  • Omni-Channel Sync Settings 

    This section allows you to map Salesforce Omni-Channel statuses to PureCloud for Salesforce statuses. 

    Note: Omni-Channel sync only works in Salesforce apps with console navigation.

  • Country Code Settings 

    This section allows you to modify country codes for the integration to use in searches and screen pops.

  • Activity Field Mapping

    This section allows you to map interaction attributes to Salesforce activity fields.

  • Customize Interaction Details

    This section allows you to customize the information that appears on interactions in the client.

  • Contact Search

    This section allows you to configure how the integration searches people and queues in PureCloud and records in Salesforce.

For information about all steps necessary to set up a call center (including the Client Settings sections), see Set up a call center.

統合

Shared Settings

This configuration includes settings that individual integrations under Integrations share. This configuration page includes two sections:

  • 認証

    This section allows you to add your OAuth credentials, select a region for your PureCloud organization, and then test your credentials.

  • Logging

    This section allows you to view error and debug logs for help troubleshooting problems.

Routing of Salesforce Emails 

This configuration allows you to route Salesforce emails through PureCloud for Salesforce. This configuration page includes two sections:

  • Monitor

    This section helps you track the routing of Salesforce emails.

  • Retrieve PureCloud Routing Options

    This section allows you to sync Queues, Skills, and Languages from your PureCloud organization to your Salesforce organization.

    Note: Agents must have Salesforce access rights to see interactions. Genesys recommends that queue membership in Salesforce matches queue membership in PureCloud.

For more information, see About Routing of Salesforce Emails

キャンペーン管理

This configuration allows you to create, manage, and view PureCloud outbound dialing campaigns in Salesforce. This configuration page includes three sections: 

  • Monitor

    This section helps you track campaigns in Salesforce.

  • PureCloud Campaign Settings

    This section allows you to set when the integration removes campaign data from PureCloud. 

    Note: This setting does not remove campaign data from Salesforce. 

  • Retrieve PureCloud Campaign Options

    This section allows you to sync Queues, Scripts, DNC Lists, Callable Time Sets, Edge Groups, and Call Responses from your PureCloud organization to your Salesforce organization.

  • Phone Types

    This section allows you to associate phone number fields on campaign member records in Salesforce with phone types in PureCloud.

  • Contact List Columns

    This section allows you to associate fields on campaign member records in Salesforce with contact lists in PureCloud.

For more information, see About Campaign Management.

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