Our agents work out of Salesforce and they use PureCloud scripts to transfer a case from one queue to another.
We recently changed the salesforce profile for a user and PureCloud script stopped loading for her in Salesforce. However, when she goes to PureCloud and tries to use a script from there, it works. So it looks like her salesforce profile is missing some sort of permissions that are required to use the PureCloud script.
I have checked the object level permissions. She has Read, Edit and Create permission for all Genesys object. Also, in terms of field-level permissions, she has Read, edit permission on all required fields in "Genesys Routing Request" object and "Genesys Script" object.
If anyone has idea about the permissions a user need to use the PureCloud scripts in salesforce, please share. Thank you!!
so the Salesforce profile is used to gate access to Salesforce resources. this includes things like the presence of utility bar components within the app provided to the user, which includes the Genesys Cloud Interaction Utility (see: Add an embedded interaction window - Genesys Cloud Resource Center). If the call center is configured to embed the interaction utility, but the utility hasn't been placed in the utility bar for the app for the user, this could cause some challenges in the workflow (mainly you can't access the script window).
The utility itself only provides the space for the script to load. the user would still need permissions to see the script within Genesys Cloud.
Unless I'm misunderstanding OP's post, your "issue" is a little bit different. The embedded client has very specific behaviors with regards to the handling of 3rd party email objects with "Salesforce" as the provider (e.g. the Salesforce Email Routing portion of the Genesys Cloud For Salesforce managed package). It operates on the assumption that the content is exclusively contained within Salesforce (which is the reason you're using the email routing solution in the first place), so it does not show a script (or any other Genesys Cloud resource) in the interaction utility, because the interaction utility is assumed to not be valid for the conversation.
An alternative that might be worth exploring is the use of the lightning messaging service channel to programmatically initiate transfers from within the Salesforce environment: Events in Salesforce - Genesys Cloud Resource Center
Richard, thanks a lot for your anwer...so you mean we cannot use Genesys Scripts in Salesforce routing emails as we are doing now? Our customer already use them to transfer voice interactions...so we told them to use the same when they need to transfer email to another queue....
I'm saying that the interaction window is left intentionally blank for Salesforce objects routed as emails using the email routing capabilities of the managed package.
I will also say that many customers have opted to implement their scripting within Salesforce to contextualize things with CRM data, integrate to workflows, etc. This is one of the reasons for the eventing I previously linked, to allow for tighter integration to Salesforce resources.
