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Set up CX Cloud, Digital and AI for Salesforce Service Cloud

Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

Next suggested step: Create service channels

Note: This articles applies to CX Cloud, Digital and AI for Salesforce Service Cloud.

After installing the CX Cloud, Digital and AI for Salesforce Service Cloud package, configure the following settings that enable agents to use the Salesforce’s Einstein Next Best Action during chat and email interactions:

  1. Create service channels
  2. Assign field-level security
  3. Create and assign service presence statuses to user profiles
  4. Create presence user and routing configurations
  5. Create backup queue for the flows
  6. Create flows to route Experience and Email Experience objects
  7. Create record pages for the Experience objects
  8. Create an OAuth Client for Salesforce Service Cloud Voice
  9. Integrate Einstein Next Best Action in Salesforce
  10. Create a Lightning app for CX Cloud, Digital and AI for Salesforce Service Cloud
  11. (Optional) How can I automatically stitch Salesforce Contact and Case using the CX Cloud, Digital and AI for Salesforce Service Cloud package?
  12. (Opitonal) How can I set up a single Salesforce org with multiple Genesys Cloud orgs?

For more information, see About CX Cloud from Genesys and Salesforce.