I would like to send a variable from GC to Saleforce. Currently I am using SF_URLPop to send a URL to SF to make it pop a customer account in SF and that works well. I want to also send in a variable to SF that indicates whether or not the customer has passed ID&V in the IVR. Any ideas?
Hi @tvr450
when you say "passed ID&V in the IVR" is that happening in Architect? If so, pass the variable to Salesforce from the flow with a data action.
Yes, happening in Architect. Could you help me with an example of a PUT Data Action for this? Not very experienced with Data Actions.
Where is it you want that variable to be used in SF? Just an indication to the user in SF or as part of some other logic? If it's just a note to the user - and you're using the older Genesys Cloud for Salesforce integration then you can just add the participant data item to the managed package so it appears in the interaction/alert window to the user.
Yes, this is what I was hoping to do. Just Set Participant Data with a Y or N and then SF can pick that up and SF adds that to the SF screen.
The only thing to be aware of is the interaction/alert window will not give you the label of the data item, just the value. So if you want it to appear in that window you'll need to set the value to be IDV:Y or IDV:N.
My thinking was that the SF programmers could take the value in the variable and use the value to put something meaningful on the SF page.
Then you'll need to use the same managed package settings screen to map the Genesys participant data to a custom field item in SF via the activity field mappings.
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