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Introduction

Learning Objectives

This lab session is an intermediate level session intended for engineers with prior Webex Contact Center experience and either basic or no knowledge of the Webex Contact Center integration with Salesforce customer relationship management (CRM) system.

In this lab session, you will explore the capabilities of the Legacy Webex Contact Center CRM Connector and New Webex Contact Center CRM Connector for Salesforce that enables you to manage voice interactions while accessing customer information within Salesforce. You will gain hands-on experience with seamless screen pops, activity logging, case management, and other features — all integrated into a streamlined, user-friendly agent interface.

Task Objectives

  • This page has the salesforce versions and external guides.
  • How to differentiate between the versions

Salesforce - Version 1-Legacy
Integration Guide https://www.salesforce.com/products/free-trial/developer](https://help.webex.com/en-us/article/nhxw7kfb/Integrate-Webex-Contact-Center-with-Salesforce-(Version-1%E2%80%94Legacy)/
Latest Updates https://login.salesforce.com" target="_blank">https://help.webex.com/en-us/article/nhxw7kfb/Integrate-Webex-Contact-Center-with-Salesforce-(Version-1%E2%80%94Legacy)#concept-template_ac93b49e-a5eb-4942-a734-26c8da471aae/

Salesforce - Version 2-New
Integration Guide https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)/
Access Guide https://help.webex.com/en-us/article/n08vfjcb/Access-and-use-Webex-Contact-Center-within-Salesforce-(Version-2-New)/
Latest Updates https://help.webex.com/en-us/article/dyidod/Integrate-Webex-Contact-Center-with-Salesforce-(Version-2-New)#concept_d3z_st5_hgc/

Differentiate between versions
Guide https://techzone.cisco.com/t5/Contact-Center-3rd-Party/Playbook-CRM-Connector-Version-Matrix-Install-Store-Link/ta-p/16910365/