Requirements for CX Cloud from Genesys and Salesforce integration

Publisher

Genesys

URL

https://help.genesys.cloud/articles/requirements-for-cx-cloud-from-genesys-and-salesforce-integration/

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

Genesys Resource Center terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• CX Cloud administrators need the Genesys Cloud permissions Integration > cxCloudSFCore and Integration > cxCloudSFVoice, each with Add, Delete, Edit and View. in context
• CX Cloud agents need the Genesys Cloud permission Integration > cxCloudSFVoice with Add, Edit and View, without Delete. in context
• CX Cloud agents need the latest Chrome, Firefox or Edge with third-party cookies enabled, ad blockers and pop-up blockers disabled for Salesforce, and Firefox Enhanced Tracking Protection disabled. in context
• CX Cloud requires a self-signed certificate and private key to authenticate telephony requests between Genesys Cloud and Salesforce. in context
• CX Cloud from Genesys and Salesforce requires per-user Genesys Cloud licenses at Genesys Cloud CX 1 or later. in context
• The voice, digital and external routing features of CX Cloud require a Salesforce Service Cloud Voice license. in context
• For a CX Cloud deployment that mixes voice with other channels, Genesys documents only that utilization must be set to suit the environment and gives no fixed values. in context
• Every CX Cloud utilization configuration must enable the option Count non-ACD calls in utilization capacity. in context
• For a voice-only CX Cloud deployment, Genesys Cloud utilization Maximum Capacity must be set to zero for every interaction type except calls and callbacks. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Requirements for CX Cloud from Genesys and Salesforce integration. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-rc-requirements-cx-cloud-salesforce

BibTeX

@misc{warmtransfer-genesys-rc-requirements-cx-cloud-salesforce,
  title  = {Requirements for CX Cloud from Genesys and Salesforce integration},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-rc-requirements-cx-cloud-salesforce},
  note   = {Genesys, accessed 2026-09-25}
}