Set Up RTIG for Salesforce Agent

If you want to use Real-Time Interaction Guidance (RTIG) with Salesforce Agent, there are some additional steps that you must complete to set it up . RTIG only works with the Lightning agent.

These steps are only part of the process of setting up and configuring RTIG.

Install Real-Time Interaction Guidance in Salesforce

You need to install a package from the Salesforce AppExchange site.

  1. Log in to the Salesforce org where you want to install RTIG.
  2. In the AppExchange, search for NICE CXone.
  3. Under Components, hover over NICE CXone Real-Time Guidance for Salesforce and click More.
  4. Click Get it Now.
  5. Click Install in production. If prompted, log in first by clicking Log in to the AppExchange.
  6. Agree to the terms and conditions, then click Confirm and Install.
  7. If prompted, select a user name and log in.
  8. Choose whether to install for Admins Only, All Users, or Specific Profiles, and then click Install. If you are installing only for specific profiles, choose which prompts have access to this package. You can set a global policy by using the Set access level for all profiles to setting, and then modify profiles from there.
  9. Grant access to api.incontact.com and click Continue.
  10. Select the checkbox to acknowledge that you're installing a non-Salesforce application.
  11. Click Install. The Real-Time Interaction Guidance package is installed into Salesforce for the users or profiles you selected previously. On the Apps > Packaging > Installed Packages page in Salesforce, the package is called CXone Components for Salesforce Lightning.

Add RTIG Window to Salesforce Agent Objects

RTIG is a separate window that appears in Salesforce Agent. You need to add the window to all Salesforce objects where you want agents to receive RTIG guidance.

  1. In Salesforce, go to the App Manager and edit the SFAgentConsole.
  2. On the Utility Items page, add the Agent Assist option and save.
  3. On the User Profiles page, add the profiles that need to use Real-Time Interaction Guidance and save.
  4. Add the Agent Assist item to any Salesforce Agent object where you want agents to have RTIG guidance. The Agent Assist item is located under Custom Managed in the list of available components when editing an object's page.