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

Genesys Cloud enables integration of CX Cloud, Digital and AI capabilities with Salesforce Service Cloud through a comprehensive setup process. After package installation, administrators must configure multiple components to enable agent functionality: create service channels for digital communication, assign field-level security permissions, establish service presence statuses and assign them to user profiles, configure presence user and routing settings, create backup queues for workflow operations, and develop flows to route Experience and Email Experience objects. Additional configuration includes building record pages for Experience objects, creating OAuth Client credentials for Salesforce Service Cloud Voice, and integrating Einstein Next Best Action to provide AI-powered recommendations during chat and email interactions. The setup supports omnichannel routing across digital channels and enables creation of a Lightning app for unified agent access. Optional configurations allow automatic stitching of Salesforce Contact and Case records and support for multiple Genesys Cloud organizations within a single Salesforce instance.