Integrations · guide

Setting up CXone Mpower Agent for Salesforce

NICE CXone to Salesforce

Verified 2026-10-02 · 64 sources · tier 2

For CXone administrators with Salesforce System Administrator rights (or a partner who has them) who can edit Studio scripts.

NICE describes Agent Workspace (Embedded) as the next-generation agent application inside Salesforce and highly recommends switching to it from the legacy Salesforce Agent 24. This guide connects a CXone tenant to Salesforce for agents who work either in Agent Embedded, which appears in Lightning as the Open CTI Softphone utility item 34, or in Agent Workspace (Agent), the browser-based CXone agent application 5.

Before you start

Decide where agents will work. Agent Embedded is an agent application for Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow and Zendesk 30, and Agent Workspace (Agent) handles phone, chat, email, SMS and social interactions in the browser 5.
Confirm whether your tenant is FedRAMP, because the Agent Embedded package installs 2 call centers, CXone Agent for Salesforce and CXone Agent for Salesforce FedRamp 33.
Decide the region for the CRM configuration in advance: AMERICAS, APAC or EMEA cannot be changed after it is set 4.
Plan one Salesforce account per CRM configuration, because each account should authenticate only one CRM configuration 2.
If you want presence sync, ask your NICE account representative early, because they must enable Salesforce and Salesforce Presence Sync under Applications & Features > Adapters 53.
Plan for the Studio script changes, which need the Scripts Create/Edit permission in CXone 48.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Where do your agents handle CXone interactions?

Which CXone environment is your tenant on?

Should CXone agent states and Salesforce presence statuses be mapped to each other?

Three questions. One permanent page you can send to your manager.

Step 1 Confirm the prerequisites on both sides

Do

Confirm that Agent Integrations is enabled for your CXone system 44.
Confirm the org uses Salesforce Lightning with console navigation, because standard navigation is not supported 45.
Confirm your Salesforce edition is Professional, Enterprise, Unlimited, Developer or Performance 28.
Confirm you hold the Scripts Create/Edit permission in CXone 48.
In Admin > Employees, enable the Customer Card and Agent Integrations profile attributes for each agent 47.
NICE bills based on the number of employees with the Agent Integrations profile attribute enabled, so enable it only for employees who need it 43.
Create a dedicated Salesforce system user for the integration with read access to all entity records and read/write access to every record the workflows access or update 49.
Allow https://nicecxone.integration-authentication.com/oauth2/token through your network security 46.

Verify

Suggested check: open the employee list and confirm both profile attributes are on for every agent and for nobody else.
Suggested check: log in as the dedicated system user and open a sample record of each object your workflows will touch.
Suggested check: from an agent workstation network, confirm the token address is reachable and not blocked by a proxy or firewall.

Rollback

Suggested rollback: turn off the two profile attributes for any employee who no longer needs them, and deactivate the dedicated system user.
Billing follows the number of employees with Agent Integrations enabled 43.

Step 2 Install the package and license agents

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone

Do

Confirm the Salesforce org has no namespace defined 23.
Rename any existing call center definition that has the same name as one the package installs 25.
On AppExchange, open the listing NiCE CXone Agent Workspace for Salesforce Embedded OpenCTI and choose Get It Now, then Install in Production; this is a different managed package from the legacy Salesforce Agent 16.
Choose Install for Admins Only, All Users or Specific Profiles, and grant third-party access to api.incontact.com 21.
License each agent in Setup > Installed Packages > NICE CXone Agent for Salesforce > Manage Licenses > Add Users 22.

A production install comes with 25 trial licenses that last 30 days 31. Licenses are not required in a Salesforce sandbox 26.

Verify

The package's licences are managed under Setup > Installed Packages > NICE CXone Agent for Salesforce > Manage Licenses 22.
Suggested check: confirm the package is listed under installed packages and that every agent appears on the licence list with a matching used count.

Rollback

Suggested rollback: remove agents from the package licence, uninstall the package, and inspect the org for any components left behind.

In the standalone browser-based Agent Workspace, with Salesforce as the CRM

Do

WarmTransfer's reading of the sources is that the standalone Agent Workspace path does not need the Agent Embedded managed package, Open CTI call center or softphone utility in Salesforce, because NICE's standalone integration sequence contains no Salesforce install step 11.

Verify

Suggested check: confirm that no package was installed and no licence was assigned for this path.

Step 3 Put the agent application where agents will open it

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone + Commercial (non-FedRAMP) CXone

Do

In Setup > App Manager, edit the Lightning console app, open Utility Items (Desktop Only), add the Open CTI Softphone utility item and save 34.
Use the CXone Agent for Salesforce call center, not CXone Agent for Salesforce FedRamp 33.
Its CTI adapter URL is https://cxagent.nicecxone.com/login?base=https://login.salesforce.com/&app=cxa_sfdc 14.
NICE recommends a softphone height of 700 px and width of 420 px, with a minimum width of 365 px 29.
Add agents from Setup > Call Centers > Manage Call Center Users, or set the Call Center field on each user record 17.

Verify

Suggested check: confirm every agent is listed under the call center's users.
Suggested check: log in as a test agent, open the console app, and confirm the softphone appears in the utility bar.

Rollback

Suggested rollback: remove the softphone utility item from the app and clear each agent's call center assignment.

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone + FedRAMP CXone

Do

In Setup > App Manager, edit the Lightning console app, open Utility Items (Desktop Only), add the Open CTI Softphone utility item and save 34.
Use the CXone Agent for Salesforce FedRamp call center 33.
Its CTI adapter URL is https://cxagent.nicecxone-gov.com/login?base=https://login.salesforce.com/&app=cxa_sfdc 15.
NICE recommends a softphone height of 700 px and width of 420 px, with a minimum width of 365 px 29.
Add agents to the FedRamp call center from Setup > Call Centers > Manage Call Center Users, or set the Call Center field on each user record 17.

Verify

Suggested check: confirm every agent is listed under the government call center and none under the commercial one.
Suggested check: log in as a test agent, open the console app, and confirm the softphone appears in the utility bar.

Rollback

Suggested rollback: remove the softphone utility item from the app and clear each agent's call center assignment.

In the standalone browser-based Agent Workspace, with Salesforce as the CRM + Commercial (non-FedRAMP) CXone

Do

Agents open the standalone Agent Workspace at https://cxagent.nicecxone.com/ 10.
Optionally grant the Launch Agent Workspace (Agent) permission so agents can launch it from the CXone app selector 9.
Under Roles and Permissions > ACD, grant the voice login permissions you need: Set Phone Number, Set Station ID or Integrated Softphone 9.
At least 1 of those 3 permissions must be enabled 62.
If agents will use Integrated Softphone, it must first be enabled for the contact center by contacting the NICE account representative 63.

Verify

Suggested check: log in as a test agent and confirm the expected voice login options are offered.

Rollback

Suggested rollback: remove the launch and voice login permissions you added from the agent role.

In the standalone browser-based Agent Workspace, with Salesforce as the CRM + FedRAMP CXone

Do

On FedRAMP, agents open the standalone Agent Workspace at https://cxagent.nicecxone-gov.com/ 10.
Optionally grant the Launch Agent Workspace (Agent) permission so agents can launch it from the CXone app selector 9.
Under Roles and Permissions > ACD, grant the voice login permissions you need: Set Phone Number, Set Station ID or Integrated Softphone 9.
At least 1 of those 3 permissions must be enabled 62.
If agents will use Integrated Softphone, it must first be enabled for the contact center by contacting the NICE account representative 63.

Verify

Suggested check: log in as a test agent at the government address and confirm the expected voice login options are offered.

Rollback

Suggested rollback: remove the launch and voice login permissions you added from the agent role.

Step 4 Allow the agent application in Salesforce security settings

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone

Do

In Setup > Trusted URLs, create entries for cxagent.nicecxone.com and api.incontact.com with all CSP directive checkboxes selected 32.
Before turning on clickjack protection, review which non-agent users have the CXone call center, softphone utility or related components assigned, because NICE warns that Click2Jack can cause problems for them 19.
In Setup > Session Settings, add https://mydomain.lightning.force.com and https://mydomain.my.salesforce.com, using your own domain, as Trusted Domains for Inline Frames, then turn on clickjack protection 18.

Verify

Suggested check: confirm both trusted URL entries exist with every directive selected.
Suggested check: open the softphone as a test agent and confirm its login screen loads without a content security policy error.
Suggested check: ask a non-agent user who shares the app to confirm their work is unaffected.

Rollback

Suggested rollback: delete the trusted URL entries and inline-frame domains you added, and restore the previous clickjack setting.

In the standalone browser-based Agent Workspace, with Salesforce as the CRM

Do

NICE's standalone integration sequence consists of setting up a CRM configuration, modifying the Studio script, configuring Salesforce workflows, and optionally enabling manual record creation and reskill scripting for Create workflows 8.

Verify

Suggested check: confirm that no security settings were changed for this path.

Step 5 Create the Salesforce CRM configuration in CXone

Do

Go to App Selector > Agent Integrations > Configurations > New CRM Configuration and set Integration Type to Salesforce 3.
Select the region (AMERICAS, APAC or EMEA) carefully, because it cannot be changed after it is set 4.
To authenticate, select the Salesforce instance type (production or sandbox), click Create, log in as the dedicated system user and click Allow 1.
Do not reuse that Salesforce account for another CRM configuration 2.

Verify

Suggested check: confirm the configuration is saved and listed with the intended region and instance type.

Rollback

The region cannot be changed after it is set, so a wrong region means creating the configuration again 4.
Suggested rollback: delete the configuration and create a new one with the correct settings.

Step 6 Decide what interaction data is written to Salesforce

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone

Do

On the CRM configuration, create data memorialization mappings, which write CXone interaction data into Salesforce record fields such as Agent Name, Call Duration, Disposition Name, Disposition Notes, Skill Name, and for voice ANI, DNIS and Recording URL 41.

Verify

Suggested check: after the end-to-end test in step 9, open the record and confirm each mapped field holds that interaction's values.

Rollback

Suggested rollback: delete the mappings you created.

In the standalone browser-based Agent Workspace, with Salesforce as the CRM

Do

Plan the Create workflows you will build when you configure the Studio script: standard Create workflows for the standalone app support Account, Case, Contact, Lead, Opportunity and Work Order records, and Custom Create handles any record type with standard and custom fields 7.

Verify

Suggested check: list each record type your workflows will create or update and confirm the dedicated system user has write access to it.

Step 7 Configure the Studio script

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone

Do

Follow NICE's setup order for Agent Embedded: install, set up a CRM configuration, modify the Studio script, configure screen pops (optional), configure Salesforce workflows, enable manual record creation (optional), and configure reskill scripting for Create workflows (optional) 27.
Before editing, note that a saved Studio script cannot be renamed, Save As creates a copy, and each save adds a version to the script's history 64.
Add screen pops in the Studio script after the ONANSWER or ONASSIGNMENT action 58.
To pop a record created by a Create workflow, add createPayload.screenPop = "true" to the Create workflow SNIPPET 60.
To pop flows, Visualforce pages, search results, object home, list views or new-record forms, use a SNIPPET that sets popType plus a CUSTOMEVENT action named ScreenPopCustomSettings 61.
A POPURL action opens third-party URLs in a new tab, while Salesforce URLs open according to the agent's Panel Open in Browser setting 59.
If you use the screen-pop-related memorialization option for voice, enable Use Screen Pops on the ACD skill and set the ScreenPop property to True on the Studio ASSIGN action 42.
Add one ENHANCED WORKFLOW EXECUTE action per workflow, click Add Workflow Configuration, name the workflow, and pick your Salesforce configuration from the CRM Configuration Name drop-down 36.
Choose the workflow type: Phone Number Search, Email Search, Dynamic Search, Automatic Create or Manual Create 38.

Verify

In the Workflow Execute wizard, enter sample data and click Test; the results appear under the test fields 37.
Suggested check: test a search workflow with a phone number or email address that belongs to a known record and confirm that record is returned.

Rollback

Each save adds a version to the script's history 64.
Suggested rollback: restore the script version saved before this step, or remove the screen pop and workflow actions you added.

In the standalone browser-based Agent Workspace, with Salesforce as the CRM

Do

Before editing, note that a saved Studio script cannot be renamed, Save As creates a copy, and each save adds a version to the script's history 64.
Work from the standalone Salesforce Studio template, which pairs each Search, Create and Update workflow's SNIPPET with a WORKFLOW EXECUTE action and ends with AGENT WORKFLOW CONFIGURATION for agent-triggered workflows 13.
Place Search workflow SNIPPETs before REQAGENT, Create workflow SNIPPETs after BEGIN, and Update workflow SNIPPETs after ONANSWER or ONASSIGNMENT 12.
For Update workflows, do not leave the cacheKey property as the literal value cacheKey 6.

Verify

Suggested check: run each workflow against known test data and confirm it finds, creates or updates the expected record.
Suggested check: open each Update workflow and confirm its cache key property holds a real value.

Rollback

Each save adds a version to the script's history 64.
Suggested rollback: restore the script version saved before this step.

Step 8 Keep agent state in step with Salesforce presence statuses

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone + Yes, set up bi-directional presence sync

Do

Have the NICE account representative enable Salesforce and Salesforce Presence Sync under Applications & Features > Adapters 53.
Confirm each presence sync user has the CXone Agent Permission set and an assigned NICE CXone Agent for Salesforce license 54.
Create Salesforce Presence Statuses marked Online (with service channels) or Busy, and add them to each agent profile's Enabled Service Presence Status Access 56.
Create a Salesforce connected app with OAuth scopes visualforce, full, api, web and refresh_token/offline_access, with secrets required for the web server and refresh token flows 51.
NICE's presence sync page warns that in Spring 2026 Salesforce stops allowing the creation of connected apps, so confirm your org can still create one before you start 52.
For the account mapping, turn on Allow OAuth Username-Password Flows in Salesforce, use either open login IP ranges on agent profiles or a security token appended to the password, then create a Salesforce account mapping in CXone Adapters with the org ID, admin credentials and the connected app's client ID and secret 50.
In CXone Adapters > Presence Sync, create a presence rule that maps CXone states to Salesforce statuses (Publisher States) and Salesforce statuses to CXone states (Subscriber States), and apply it to teams or individual users 55.

Verify

Suggested check: change state in each application in turn and confirm the other follows.
An agent who picks a state not in their Presence Sync rule is put in the CXone system-default Unavailable state, so test one unmapped state and confirm that result 57.

Rollback

Suggested rollback: remove the presence rule from teams and users, delete the account mapping, and revoke the connected app.
Suggested rollback: turn off the username-password OAuth flow and remove any login IP range changes if they were made only for this step.

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone + No, agents set their state only in the CXone agent application

Do

Do not create a presence rule in CXone Adapters > Presence Sync; such a rule is what maps CXone states and Salesforce statuses to each other for the teams or users it applies to 55.

Verify

Suggested check: confirm that no presence rule is applied to the agents' teams or user accounts.

In the standalone browser-based Agent Workspace, with Salesforce as the CRM

Do

The documented presence sync requires users to have the CXone Agent Permission set and an assigned NICE CXone Agent for Salesforce license 54, and that license is assigned through the Agent Embedded package's Manage Licenses page 22.

Verify

Suggested check: confirm that no presence rule is applied to the agents' teams or user accounts.

Step 9 Test end to end

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone + Yes, set up bi-directional presence sync

Do

Log in as a test agent in the Lightning console app that carries the Open CTI Softphone utility item 34, then place a test call through the Studio script, whose screen pops run after the ONANSWER or ONASSIGNMENT action 58.

Verify

Suggested check: call from a number that belongs to a known contact and confirm the configured screen pop opens when the agent answers.
Opening a record in Salesforce should bring up the matching interaction in Agent Embedded, and the reverse 20.
After wrap-up, the memorialized fields, such as Agent Name, Call Duration and Disposition Name, should hold the interaction's data 41.
State changes should carry across in line with the presence rule's Publisher and Subscriber mappings 55.

Rollback

Suggested rollback: delete the test records and test interaction data you created.

Inside Salesforce, in Agent Workspace (Embedded) as the Open CTI softphone + No, agents set their state only in the CXone agent application

Do

Verify

Suggested check: call from a number that belongs to a known contact and confirm the configured screen pop opens when the agent answers.
Opening a record in Salesforce should bring up the matching interaction in Agent Embedded, and the reverse 20.
After wrap-up, the memorialized fields, such as Agent Name, Call Duration and Disposition Name, should hold the interaction's data 41.

Rollback

Suggested rollback: delete the test records and test interaction data you created.

In the standalone browser-based Agent Workspace, with Salesforce as the CRM

Do

Log in as a test agent at https://cxagent.nicecxone.com/ or, on FedRAMP, https://cxagent.nicecxone-gov.com/ 10, then place a test call through the script that holds your Search, Create and Update workflows 13.

Verify

Suggested check: call from a number that belongs to a known contact and confirm the search workflow returns that contact.
Suggested check: after wrap-up, confirm the records your create and update workflows target hold the interaction's data.

Rollback

Suggested rollback: delete the test records you created.

Applicability

Applies to: NICE CXone Mpower Agent Embedded, NICE CXone Mpower Agent Workspace, NICE CXone Mpower Studio, NICE CXone Mpower Salesforce Agent, NICE CXone, and NICE CXone Studio. Deployments: multi-tenant. Sources checked 2026-10-02. The Agent Embedded installation prerequisites list Professional, Enterprise, Unlimited, Developer and Performance as the supported Salesforce editions 28. The integration requires Lightning with console navigation and does not support standard navigation 45. CRM configurations are set in the AMERICAS, APAC or EMEA region 4. Separate CTI adapter URLs are documented for non-FedRAMP and FedRAMP tenants 14 15. The legacy Salesforce Agent logs interactions as Salesforce Tasks 40 and lets the presence master be NiCE CXone, Salesforce, or Bi-Directional (Lightning only) 39, but this guide does not cover that package.

What remains uncertain

Which host a FedRAMP tenant adds under Trusted URLs is not covered by the sources below.
How an org that can no longer create connected apps completes presence sync is not covered by the sources below.
A presence sync procedure for the standalone Agent Workspace is not covered by the sources below.
A Salesforce screen pop procedure for the standalone Agent Workspace is not covered by the sources below.
Whether data memorialization mappings apply to the standalone Agent Workspace is not covered by the sources below.
The field limits for dynamic data mappings are not covered by the sources below.
What uninstalling the Agent Embedded package leaves in the org is not covered by the sources below.
Licence pricing is not covered by the sources below.
How to set up manual record creation and reskill scripting for Create workflows is not covered by the sources below.
Migrating from the legacy Salesforce Agent to Agent Embedded is not covered by the sources below.
Setting up Agent Workspace for Salesforce Voice, the browser extension, single sign-on and digital channel routing is not covered by the sources below.

Sources

1
To authenticate the CRM configuration, select the Salesforce instance type (production or sandbox), click Create, log in as the dedicated system user and click Allow.
Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Set Up a CRM Configuration (Authenticate) · Checked 2026-10-02
2
Each Salesforce account should authenticate only one CRM configuration; do not reuse accounts.
Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Set Up a CRM Configuration (Authenticate note) · Checked 2026-10-02
3
A Salesforce CRM configuration is created in CXone at App Selector > Agent Integrations > Configurations > New CRM Configuration, with Integration Type set to Salesforce.
Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Set Up a CRM Configuration (steps 1-3) · Checked 2026-10-02
4
The CRM configuration's region (AMERICAS, APAC or EMEA) cannot be changed after it is set.
Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Set Up a CRM Configuration (Select Region) · Checked 2026-10-02
5
Agent Workspace (Agent) is a browser-based CXone agent application for handling phone, chat, email, SMS and social interactions.
Agent Workspace (Agent) · page introduction · Checked 2026-10-02
6
For Update workflows, the cacheKey property must not be left as the literal value cacheKey.
Modify Your Studio Script for Salesforce Integration: Agent · customization steps (Update workflow) · Checked 2026-10-02
7
Standard Create workflows for the standalone app support Account, Case, Contact, Lead, Opportunity and Work Order records; Custom Create handles any record type with standard and custom fields.
Configure Salesforce Workflows for Agent Workspace (Agent) · Create workflows section · Checked 2026-10-02
8
Integrating Salesforce with standalone Agent Workspace consists of setting up a CRM configuration, modifying the Studio script, configuring Salesforce workflows, and optionally enabling manual record creation and reskill scripting for Create workflows.
Integrate Salesforce with Agent Workspace (Agent) · integration process list · Checked 2026-10-02
9
The Launch Agent Workspace (Agent) permission lets agents launch Agent Workspace from the CXone app selector, and the Set Phone Number, Set Station ID and Integrated Softphone permissions under Roles and Permissions > ACD control the voice login options.
Manage Access to Agent Workspace (Agent) · permissions sections · Checked 2026-10-02
10
Agents open the standalone Agent Workspace at https://cxagent.nicecxone.com/ or, on FedRAMP, https://cxagent.nicecxone-gov.com/; administrators can also allow launch from the CXone app selector.
Agent Workspace (Agent) · launch / log in section · Checked 2026-10-02
11
The standalone Agent Workspace path does not need the Agent Embedded managed package, Open CTI call center or softphone utility in Salesforce, because NICE's standalone integration sequence contains no Salesforce install step.inferred
Integrate Salesforce with Agent Workspace (Agent) · integration process list (absence of an install step) · Checked 2026-10-02
12
Search workflow SNIPPETs go before REQAGENT, Create workflow SNIPPETs after BEGIN, and Update workflow SNIPPETs after ONANSWER or ONASSIGNMENT.
Configure Salesforce Workflows for Agent Workspace (Agent) · Search, Create and Update workflow sections · Checked 2026-10-02
13
The standalone Salesforce Studio template pairs each Search, Create and Update workflow's SNIPPET with a WORKFLOW EXECUTE action and ends with AGENT WORKFLOW CONFIGURATION for agent-triggered workflows.
Modify Your Studio Script for Salesforce Integration: Agent · action list · Checked 2026-10-02
14
The non-FedRAMP call center's CTI adapter URL is https://cxagent.nicecxone.com/login?base=https://login.salesforce.com/&app=cxa_sfdc.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Configure Call Center · Checked 2026-10-02
15
The FedRAMP call center's CTI adapter URL is https://cxagent.nicecxone-gov.com/login?base=https://login.salesforce.com/&app=cxa_sfdc.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Configure Call Center · Checked 2026-10-02
16
Agent Embedded is installed from the AppExchange listing NiCE CXone Agent Workspace for Salesforce Embedded OpenCTI using Get It Now and Install in Production, and is a different managed package from the legacy Salesforce Agent.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Download from AppExchange · Checked 2026-10-02
17
Users are added to the call center either from Setup > Call Centers > Manage Call Center Users or by setting the Call Center field on each user record.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Assign Users to Call Center · Checked 2026-10-02
18
For Click2Jack, add https://mydomain.lightning.force.com and https://mydomain.my.salesforce.com, using your own domain, as Trusted Domains for Inline Frames in Setup > Session Settings, then turn on clickjack protection.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Enable Click2Jack Protection · Checked 2026-10-02
19
NICE warns that turning on Click2Jack can cause problems for non-agent Salesforce users who have the CXone call center, softphone utility or related components assigned to them.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Enable Click2Jack Protection (warning) · Checked 2026-10-02
20
In Salesforce, Agent Embedded keeps context in step: opening a record in Salesforce brings up the matching interaction in the agent application, and the reverse.
Agent Workspace (Embedded) (Agent Embedded) · Salesforce section of the overview · Checked 2026-10-02
21
During installation the admin chooses Install for Admins Only, All Users or Specific Profiles, and grants third-party access to api.incontact.com.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Download from AppExchange · Checked 2026-10-02
22
Agents are licensed in Setup > Installed Packages > NICE CXone Agent for Salesforce > Manage Licenses > Add Users.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Assign Users to License · Checked 2026-10-02
23
Before installing, confirm the Salesforce org has no namespace defined.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
24
NICE describes Agent Workspace (Embedded) as the next-generation agent application inside Salesforce and highly recommends switching to it from the legacy Salesforce Agent.
NiCE CXone Salesforce Agent for Administrators · page introduction (Salesforce Agent for Administrators) · Checked 2026-10-02
25
An existing call center definition with the same name as the one the package installs must be renamed before installing.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
26
Licenses are not required in a Salesforce sandbox.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Assign Users to License · Checked 2026-10-02
27
Agent Embedded setup in Salesforce runs in this order: install, set up a CRM configuration, modify the Studio script, configure screen pops (optional), configure Salesforce workflows, enable manual record creation (optional), and configure reskill scripting for Create workflows (optional).
Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · setup task list · Checked 2026-10-02
28
Supported Salesforce editions are Professional, Enterprise, Unlimited, Developer and Performance.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
29
NICE recommends a softphone height of 700 px and width of 420 px, with a minimum width of 365 px.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Configure Call Center · Checked 2026-10-02
30
Agent Embedded is an agent application for Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow and Zendesk.
Agent Workspace (Embedded) (Agent Embedded) · page introduction · Checked 2026-10-02
31
A production install comes with 25 trial licenses that last 30 days.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Download from AppExchange · Checked 2026-10-02
32
In Setup > Trusted URLs create entries for cxagent.nicecxone.com and api.incontact.com with all CSP directive checkboxes selected.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Allow Trusted URLs · Checked 2026-10-02
33
The package installs two call centers, CXone Agent for Salesforce and CXone Agent for Salesforce FedRamp.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Configure Call Center · Checked 2026-10-02
34
To show the agent app in Lightning, edit the app in Setup > App Manager, open Utility Items (Desktop Only), add the Open CTI Softphone utility item and save.
Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Enable in Lightning Experience · Checked 2026-10-02
35
Dynamic data mappings choose which Salesforce fields appear in Agent Workspace, up to ten string fields and three non-string fields per record type.
Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Dynamic Data Mapping Mappings · Checked 2026-10-02
36
In ENHANCED WORKFLOW EXECUTE you click Add Workflow Configuration, name the workflow, and pick the Salesforce configuration from the CRM Configuration Name drop-down, using one action per workflow.
Configure Salesforce Workflows using ENHANCED WORKFLOW EXECUTE · configuration steps · Checked 2026-10-02
37
The Workflow Execute wizard lets you enter sample data and click Test, and shows the results under the test fields.
Configure Salesforce Workflows using ENHANCED WORKFLOW EXECUTE · configuration steps (test) · Checked 2026-10-02
38
The ENHANCED WORKFLOW EXECUTE Studio action supports the Phone Number Search, Email Search, Dynamic Search, Automatic Create and Manual Create workflow types.
Configure Salesforce Workflows using ENHANCED WORKFLOW EXECUTE · workflow types list · Checked 2026-10-02
39
The legacy Salesforce Agent's presence sync lets the master be NiCE CXone, Salesforce, or Bi-Directional (Lightning only).
Salesforce Agent Settings and Permissions · NiCE CXone and Salesforce Presence Sync Settings · Checked 2026-10-02
40
The legacy Salesforce Agent logs interactions as Salesforce Tasks, with settings including Create Task, Always Create New Task, Create Task For Refused Contacts and Pop Task.
Salesforce Agent Settings and Permissions · Task Creation Settings · Checked 2026-10-02
41
Data memorialization mappings write CXone interaction data into Salesforce record fields; mappable fields include Agent Name, Call Duration, Disposition Name, Disposition Notes, Skill Name, and for voice ANI, DNIS and Recording URL.
Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Data Memorialization Mappings · Checked 2026-10-02
42
When the screen-pop-related memorialization option is used for voice, screen pops must be enabled on the ACD skill (Use Screen Pops) and the ScreenPop property set to True on the Studio ASSIGN action.
Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Data Memorialization Mappings (voice note) · Checked 2026-10-02
43
NICE bills based on the number of employees with the Agent Integrations profile attribute enabled.
Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
44
The Salesforce integration requires Agent Integrations to be enabled for the CXone system.
Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
45
The integration requires Salesforce Lightning with console navigation; standard navigation is not supported.
Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
46
Network security must allow https://nicecxone.integration-authentication.com/oauth2/token.
Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites (network) · Checked 2026-10-02
47
The Customer Card and Agent Integrations employee profile attributes must be enabled for agents in Admin > Employees.
Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
48
The administrator configuring the integration needs the Scripts Create/Edit permission in CXone.
Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
49
Create a dedicated Salesforce system user for the CXone integration with read access to all entity records and read/write access to every record the workflows access or update.
Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites (System user account) · Checked 2026-10-02
50
Presence sync account mapping needs Allow OAuth Username-Password Flows turned on in Salesforce plus either open login IP ranges on agent profiles or a security token appended to the password, then a Salesforce account mapping in CXone Adapters with org ID, admin credentials and the connected app's client ID and secret.
Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Account mapping prerequisites; Create Account Mapping · Checked 2026-10-02
51
Presence sync uses a Salesforce connected app with OAuth scopes visualforce, full, api, web and refresh_token/offline_access, with secrets required for the web server and refresh token flows.
Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Connected App · Checked 2026-10-02
52
NICE's presence sync page warns that in Spring 2026 Salesforce stops allowing the creation of connected apps.
Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Connected App (important note) · Checked 2026-10-02
53
Bi-directional presence sync requires the NICE account representative to enable Salesforce and Salesforce Presence Sync under Applications & Features > Adapters.
Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Prerequisites · Checked 2026-10-02
54
Presence sync users need the CXone Agent Permission set and an assigned NICE CXone Agent for Salesforce license.
Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Prerequisites · Checked 2026-10-02
55
A presence rule in CXone Adapters > Presence Sync maps CXone states to Salesforce statuses (Publisher States) and Salesforce statuses to CXone states (Subscriber States), and applies to teams or individual users.
Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Presence Rule · Checked 2026-10-02
56
For presence sync, create Salesforce Presence Statuses marked Online (with service channels) or Busy, and add them to each agent profile's Enabled Service Presence Status Access.
Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Presence Statuses; Add Statuses to User Profiles · Checked 2026-10-02
57
With presence sync on, an agent who picks a state not in their Presence Sync rule is put in the CXone system-default Unavailable state.
Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · limitation note · Checked 2026-10-02
58
For Agent Workspace for Salesforce, screen pops are set up in the Studio script after the ONANSWER or ONASSIGNMENT action.
Configure Screen Pops in Agent Workspace for Salesforce · page body · Checked 2026-10-02
59
A POPURL action opens third-party URLs in a new tab, while Salesforce URLs open according to the agent's Panel Open in Browser setting.
Configure Screen Pops in Agent Workspace for Salesforce · URLs section · Checked 2026-10-02
60
To pop a record created by a Create workflow, add createPayload.screenPop = "true" to the Create workflow SNIPPET.
Configure Screen Pops in Agent Workspace for Salesforce · Salesforce records section · Checked 2026-10-02
61
Flows, Visualforce pages, search results, object home, list views and new-record forms are popped with a SNIPPET setting popType plus a CUSTOMEVENT action named ScreenPopCustomSettings.
Configure Screen Pops in Agent Workspace for Salesforce · Flows, Visualforce pages, search results, object home, list views and new record forms sections · Checked 2026-10-02
62
The voice options offered at Agent Workspace (Agent) login are controlled by three ACD role permissions, Set Phone Number, Set Station ID and Integrated Softphone, and at least one must be enabled.
Manage Access to Agent Workspace (Agent) · section Configure Agent Login Options · Checked 2026-10-02
63
Integrated Softphone must first be enabled for the contact center by contacting the NICE account representative.
Set Up Integrated Softphone in Agent Workspace (Agent) · setup steps, step 1 · Checked 2026-10-02
64
A saved Studio script cannot be renamed; Save As creates a copy, and each save adds a version to the script's history.
Studio Fundamentals - CXone Help Center · Studio Fundamentals; saving and versions · Checked 2026-09-24

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, October 2). Setting up CXone Mpower Agent for Salesforce. WarmTransfer. https://warmtransfer.net/guides/nice-cxone-salesforce-agent-setup

BibTeX

@misc{warmtransfer-nice-cxone-salesforce-agent-setup,
  title  = {Setting up CXone Mpower Agent for Salesforce},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/nice-cxone-salesforce-agent-setup},
  note   = {Verified 2026-10-02}
}

Setting up CXone Mpower Agent for Salesforce

Before you start

What changes by situation

Step 1 Confirm the prerequisites on both sides

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Step 2 Install the package and license agents

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Step 3 Put the agent application where agents will open it

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Step 4 Allow the agent application in Salesforce security settings

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Step 5 Create the Salesforce CRM configuration in CXone

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Step 6 Decide what interaction data is written to Salesforce

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Step 7 Configure the Studio script

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Step 8 Keep agent state in step with Salesforce presence statuses

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Step 9 Test end to end

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Applicability

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Sources

Documents

Cite this page