About the Salesforce Object Routing Connector

Overview

The Salesforce Object Routing Connector integrates Salesforce with CIC (Customer Interaction Center). The connector automates the process of routing various CRM (customer relationship management) objects (cases) from your CRM to CIC’s ACD engine. The CIC engine intelligently queues these objects based on predetermined criteria. For example, the connector directs emails addressed to Support or Sales to the appropriate support or sales queue based on workgroup skills or utilization.

Notice: The Salesforce Object Routing Server is a replacement for the Salesforce Object Routing Connector. It eliminates the need for the PureCloud Bridge Server. Genesys will not support the PureCloud Bridge Server after January 1, 2021. To use the new Salesforce Object Routing Server, customers must use CIC 2018 R4 or a later release. For more information, see the Salesforce Object Routing Server help.

• Release notes

• How the connector works with Salesforce

• Concepts

• Workflow

• Connector pipeline

• Networking components

Get started

To use the Salesforce Object Routing Connector, access the purchased connector and then set up and configure items for PureCloud Bridge, Salesforce, and CIC.

• Access a purchased connector (login required)

• Requirements

• Set up PureCloud Bridge, Salesforce, and CIC items

Troubleshoot

For any problems with the Salesforce Object Routing Connector, browse troubleshooting information about log files and individual issues.

• Troubleshoot the connector