I’ve successfully developed a Genesys Embeddable Framework adapter and integrated it with all the essential functionalities. Now, I’m looking to extend its capabilities to work seamlessly across various CRMs like Salesforce, ServiceNow, and others. My goal is to create a universal adapter that can be easily integrated with any CRM without needing significant changes.
Could you provide guidance on the best practices for adapting the framework to support multiple CRMs? Specifically, I’d like to know what modifications or configurations are necessary to ensure compatibility with different platforms. Should I focus on abstracting certain layers, or are there specific APIs or methods I need to consider for each CRM?