Install the CX Cloud, Voice for Salesforce Service Cloud package

The CX Cloud, Voice for Salesforce Service Cloud package contains all the components to connect Genesys Cloud with Salesforce Service Cloud Voice. The integration allows you to set up Genesys Cloud as the telephony provider for your contact center in Salesforce Service Cloud.

To install the CX Cloud, Voice for Salesforce Service Cloud package:

On the Setup Home page, click the App Launcher icon and search for CX Cloud Genesys Settings item in the Search apps and items box and open the Lightning app.
The Package Listings page appears.
Under the Channels section, click Install for the CX Cloud, Voice for Salesforce Service Cloud package.
Complete the pre-installation checks before proceeding to install the package:
- Check Genesys Cloud Licenses – Obtain Genesys Cloud licenses and set up the CX Cloud from Genesys and Salesforce integration. For more information, see Requirements for CX Cloud from Genesys and Salesforce integration.
- Set up Service Cloud Voice in Salesforce – To use voice features, you need Salesforce Service Cloud Voice license. For more information, see Set Up Service Cloud Basics.
- Enable Omni-Channel settings – Enable Omni-Channel to let agents manage their work in different service channels. For more information, see Enable Omni-Channel.
- Enable Service Cloud Voice – From the Setup Home page in Salesforce, search for Voice in the Quick Find box and select Partner Telephony Setup. In the Enable Service Cloud Voice section, enable Turn on Voice with Partner Telephony.
Click Install Package.
Select Install for All Users or Install for Specific Profiles option.
Follow the on-screen instructions for installation.

Verify the installed package

Check and verify the package installation in Salesforce:

On the Setup Home page, search for Installed Packages in the Quick Find box and select Installed Packages.
Confirm that the CX Cloud, Voice for Salesforce Service Cloud package is installed.