{"id":203387,"date":"2020-01-15T05:20:20","date_gmt":"2020-01-15T13:20:20","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=collateral&#038;p=203387"},"modified":"2020-01-15T05:20:23","modified_gmt":"2020-01-15T13:20:23","slug":"workspace-plug-in-for-salesforce-com","status":"publish","type":"collateral","link":"https:\/\/www.genesys.com\/en-gb\/collateral\/workspace-plug-in-for-salesforce-com","title":{"rendered":"Workspace Plug-in for Salesforce.com"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column]<div class=\"section-header   format-header-a has-title has-sub_title has-cta has-image has-bgcolor\" data-swidth=\"stretch\" data-bgcolor=\"bgc-plum\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h1>Workspace Plug-in for Salesforce.com<\/h1><p>Improve agent productivity and customer experience<\/p><div class=\"content-container\"><\/div><div class=\"cta-btn \"><a href=\"https:\/\/www.genesys.com\/media\/78592790-workspace-plugin-for-salesforce.com-ds-en-v4.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><div class=\"media-col image-wide\"><img decoding=\"async\" width=\"440\" height=\"240\" style=\"\" src=\"https:\/\/www.genesys.com\/media\/445a93e4-workspace-plugin-for-salesforce-resource_center-en.jpg\" alt=\"Workspace Plug-in for Salesforce.com\" \/><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-imageclr\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"grid-container\" ><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Benefits<\/h4><ul>\n<li>Gain seamless interoperability for your agents using Genesys Workspace and Salesforce.com<\/li>\n<li>Avoid in-house interface development costs and time delays with quick deployment and an out-of-the-box plug-in<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item has-title\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><h4 class=\"text-18 font-weight-bold\">Key Features<\/h4><ul>\n<li>Inbound\/outbound voice, digital, intelligent Workload Distribution, <a href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/sms-messaging\">SMS<\/a> and social channels support<\/li>\n<li>JavaScript with Apex package in Salesforce.com<\/li>\n<li>Open CTI-configured Visual Force page<\/li>\n<li>Scripting to create or update existing interactions in Workspace<\/li>\n<li>Apex classes incorporating SOQL and SOSL commands for interaction with Salesforce.com<\/li>\n<li>Support for Salesforce Business or Person Accounts<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-content\" data-swidth=\"stretch\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><div class=\"content-container\"><div class=\"section-item format-content-a4 has-image\" ><div class=\"text-col\"><h3><\/h3><h4>Integration leverages customer experience platform and applications<\/h4>\n<p>The Genesys\u00ae Workspace Plug-in integrates with the Salesforce.com Service Cloud Console, enabling your agents to handle customer calls more quickly. Screen pops of customer records and click-to-dial outbound calling empower agents to smoothly interact with customers.<\/p>\n<h4>Speed call resolution and deployment<\/h4>\n<p><a href=\"https:\/\/www.genesys.com\/en-gb\/collateral\/purecloud-for-salesforce?utm_source=linkedin&amp;utm_medium=paidsocial&amp;utm_campaign=website\">The Workspace Plug-in for Salesforce.com<\/a> provides out-of-the-box, open scripting that works with both Person Accounts and Business Accounts, leveraging your investments in Workspace and Salesforce.com. In addition, you can modify specific queries and field use to meet your needs.<\/p>\n<p>When Workspace starts, agents are presented the Salesforce.com browser view, creating automatic communications between the two applications. That makes it easy for them to use the capabilities of both apps. This seamless interoperability increases the call-handling capacity of your current agents.<\/p>\n<h4>Maintain current customer knowledge for agents<\/h4>\n<p>The Workspace Plug-in creates records of activity history automatically\u2014as soon as interactions are completed\u2014keeping activity history current. The plug-in writes a task that contains disposition and other interaction-related information, such<br \/>\nas attached data to Salesforce.com, and applies it to the popped record. With this capability, your company improves their corporate memory of all customer interactions; agents can use that knowledge to improve the customer experience.<\/p>\n<\/div><div class=\"media-col image-tall type-image\"><img decoding=\"async\" width=\"310\" height=\"333\" src=\"https:\/\/www.genesys.com\/media\/8e51bc6c-collaterl-holder-icon.png\" alt=\"video thumbnail\" \/><\/div><\/div>\n<\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-grid has-title has-imageclr\" data-swidth=\"stretch\" data-column=\"grid-2x2\" data-format=\"grid-a\" data-cards=\"bgc-clear\" data-shadow=\"\" data-bgcolor=\"bgc-lgray\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-light\"><div class=\"text-col\"><h2>Technical specifications<\/h2><\/div><div class=\"grid-container\" ><div class=\"grid-box grid-item\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><ul>\n<li>Interaction Workspace version 8.1.3 or greater<\/li>\n<li>Salesforce.com Service Cloud Console Integration Toolkit<\/li>\n<li>Default or dynamic ports for communications; dynamic ports required for shared presentation resources such as Citrix<\/li>\n<li>Apex classes with SOQL and SOSL commands to drive Salesforce.com interaction<\/li>\n<li>Synchronisation through Salesforce.com tab actions to Workspace<\/li>\n<\/ul>\n<\/div><\/div><div class=\"grid-box grid-item\" data-col-span=\"colspan1\" data-row-span=\"rowspan1\"><div class=\"box-content\"><p>Supported desktop OS<\/p>\n<ul>\n<li>Microsoft Windows and selected browsers supported by Salesforce.com<\/li>\n<\/ul>\n<p>Prerequisites<\/p>\n<ul>\n<li>.NET Framework 3.5<\/li>\n<li>VDI technology such Citrix XenAppTM compatibility<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<div class=\"section-cta format-cta-a has-title has-cta has-imagebg\" data-swidth=\"stretch\" data-cta-type=\"cta-a\" data-bgimg=\"https:\/\/www.genesys.com\/media\/fe53a864-gse-hdr-gradient-rev.svg\" data-bg-posx=\"center\" data-bg-posy=\"center\" data-text-theme=\"theme-dark\"><div class=\"text-col\"><h3>Take this information to go<\/h3><div class=\"cta-btn\"><a href=\"https:\/\/www.genesys.com\/media\/78592790-workspace-plugin-for-salesforce.com-ds-en-v4.pdf\" target=\"_blank\" rel=\"\">Download a PDF<\/a><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][\/vc_column][\/vc_row][\/vc_section]<\/p>\n","protected":false},"author":678,"featured_media":130281,"template":"","tax_priority":[],"tax_contenttheme":[14850],"tax_bundle":[],"tax_contenttheme2":[16161],"tax_capability_sitewide":[16315],"tax_products_programs":[],"tax_buying_job":[16680],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-203387","collateral","type-collateral","status-publish","has-post-thumbnail","hentry","tax_contenttheme-improve-customer-experience-en-gb","tax_contenttheme2-improve-employee-experience-en-gb","tax_capability_sitewide-integrations-en-gb","tax_buying_job-job-3-requirements-building-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/203387","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/collateral"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/678"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/203387\/revisions"}],"predecessor-version":[{"id":217480,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/collateral\/203387\/revisions\/217480"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/130281"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=203387"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=203387"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=203387"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=203387"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=203387"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=203387"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=203387"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=203387"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=203387"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=203387"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=203387"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}