Further building upon the tight integration possibilities between Salesforce and Genesys Cloud desktop, we offer multiple way of integrating Mobile Office, the mobile app for Genesys Cloud, with Salesforce in both directions. Please find below an overview of the integration possibilities. Some are included in the standard Mobile Office subscription and others require some additional Professional Services due to custom configurations.
1) CRM popup
Mobile Office for Genesys -> Salesforce app
The CRM popup button is a custom button that is activated in Mobile Office and that appears for every transaction. When clicking this button during an interaction, the Salesforce app will automatically open the desired Object (e.g. contact, opportunity, case, ...) and will allow you to quickly access the customer data.
This Salesforce integration is free of charge and included in your Mobile Office subscription. This features requires an admin configuration and requires to provide the Salesforce URL as participant data in Genesys Architect. Configuration details can be found in the admin guide.
2) Click-to-dial
Salesforce app -> Mobile Office for Genesys
The click-to-dial button is a custom Salesforce package that can be installed on your Salesforce organisation. The package adds a button to your Salesforce UI named "Mobile Office". When a user is viewing contact information in the Salesforce app, the custom button will provide the salesforce user the option to dial out via Mobile Office for Genesys.
This Salesforce integration is free of charge and included in your Mobile Office subscription. Installation details can be found in the document "Salesforce package".
3) Interaction logging
Mobile Office for Genesys -> Salesforce activities
Mobile Office is built on top of Genesys Cloud. This means that all call data, analytics and recordings are directly available in Genesys Cloud. If you want to have call interaction data of Mobile Office calls directly in Salesforce, we advise to set up a back-end integration between Genesys Cloud and Salesforce that syncs the data. This way, your Salesforce-Genesys Cloud data stream will automatically work for both your desktop usage and Mobile Office usage.
