Creating Users

Creating new users simply requires giving new or existing Salesforce users an admin or agent role in Cloud Connect. A Salesforce System Admistrator needs to create the first admin user in Cloud Connect; after that, any Cloud Connect user with an admin role can create other users. For an explanation of the concepts used here, see the Call Center Glossary.

Note: Setting up your call center requires creating a Genesys Connection user who establishes a connection giving Cloud Connect access to Salesforce data. For instructions on this one-time task, see Enabling Data Lookup.

Creating New Salesforce Users

You can create a new user in Salesforce setup under Manage Users > Users. Remember to check the Service Cloud User checkbox to give the user access to the Service Cloud console and softphone.

Creating Cloud Connect Users

The Setup > Users page in the Genesys Cloud Connect app provides a list of all Salesforce users in your organization. To give a user access to Cloud Connect you must assign a role and, if the person is an agent, assign a phone number and skill.

1. On the Setup > Users page find the person you want to give access to and click his or her name. The profile page opens.
2. Configure the following:

• Role. Cloud Connect provides two roles: admin and agent. The only difference between the two is that admins can create and edit other Cloud Connect users, and agents cannot. You can assign a user to both roles if, for example, you want the user to process calls but also be able to manage other users. If you use the role hierarchy in Salesforce, note that Salesforce roles are unrelated to Cloud Connect roles. Likewise, the Cloud Connect admin role is unrelated to the System Administrator profile in Salesforce.
• Skills. Select the skills appropriate to this user. Put your cursor in the Skills field to see a drop-down menu.
• Number. Enter the user's desktop phone number. This is the phone number where incoming calls will be routed.

  3.  Click  Save to return to the Users page.

To create multiple Cloud Connect users at once, see Managing Multiple Users for instructions.

Creating a Cloud Connect user automatically associates that user with the call center in Salesforce. To see a list of your call center members, in Salesforce Setup go to Customize > Call Center > Call Centers and click on the call-center record to see the Call Center Users related list.