Configuring Skylight for Salesforce Lightning Experience

You can install and configure Skylight for Salesforce in a Salesforce instance that uses Lightning Experience. If needed, contact your Salesforce administrator to assign the proper Lightning Experience permissions to your user account.

1. Enable your Salesforce instance to use Lightning Experience.

If you are an administrator, you can switch your Salesforce console to enable the Lightning Experience. Use the instructions found here to enable Lightning Experience using the Lightning Experience Migration Assistant.

On the Setup Users page in the Lightning Experience Migration Assistant, you can click Switch Users to select which call center users are able to switch to Lightning Experience. This action doesn't actually switch the user's experience; that is an action they need to perform themselves by clicking Switch to Lightning Experience on their console.

2. Install the Skylight for Salesforce Managed Package.
   URL: https://<your_salesforce_domain>/packaging/installPackage.apexp?p0=04t3m000002NO0V

This creates two new call centers:

• CxEngage Skylight
• CxEngage Skylight (Lightning)
3. Configure the CxEngage Skylight (Lightning) call center:
1. Go to Feature Settings > Service > Call Center > Call Centers.
2. From the list of call centers, select CxEngage Skylight (Lightning).
3. Click Edit.
4. Update the value in the CTI Adapter URL field to be one of the following:
• For North America, use https://skylight.cxengage.net?crmModule=salesforce-lightning . This is the default. If your call center is in the US region, you don't need to do anything.
• For Europe, use https://eu-skylight.cxengage.net?crmModule=salesforce-lightning
5. Click Save.
4. Add users to your call center:

If you are migrating from Classic to Lightning Experience, you can switch users from your existing Classic call center to the Lightning Call Center.

1. Under Call Center Users, click Manage Call Center Users.
2. Click Add More Users.
3. Use the search boxes to find specific users or click Find without using the search boxes to list all users.
4. Select the check box beside each user that you want to add to your call center.
5. Click Add to Call Center.
5. Configure the soft phone settings:
1. Click Setup ().
2. In the Setup panel, go to Platform Tools > Apps > App Manager.
3. Click New Lightning App.

The New Lightning App dialog box opens.

4. On the App Details & Branding page, enter an App Name and click Next.
5. On the App Options page, select Console Navigation and click Next.
6. On the Utility Bar page, click Add and then Open CTI Softphone. Click Next.
7. On the Select Items page, add the items you want to add to the Selected Items list. For example, you can add Cases, Opportunities, Leads, Campaigns, and Contacts.
8. Optional. On the Navigation Rules page, choose an option or leave as default. Click Next
9. On the Assign to User Profiles page, add the user profiles that you want to access the soft phone to the Selected Profiles list. For example,
10. Click Save & Finish.

6. Now you can access the Lightning App and log in to Skylight.

   1. Click App Launcher () at the top-left corner.
   2. Select the tile for the Lightning App you created. Look for the tile with the name you configured for the soft phone layout.

   The Lightning App is now displayed.

   3. Click the Phone () icon in bottom-left corner.

   You can now log in to Skylight and start accepting interactions. For more information about using Skylight in Salesforce Lightning Experience, see Getting Started With Skylight for Salesforce Lightning Experience.

What to do next

To complete the configuration and enable activity record integration between CxEngage and Salesforce, you must go to the CxEngage Configuration user interface and update the Salesforce integration.

Switching Your Console View to Lightning Experience

Even with Lightning Experience enabled for a call center, each user can choose to view the console in either the Classic or Lightning Experience modes.

To switch to Lightning Experience:

1. Log in to your Salesforce console.
2. Click Switch to Lightning Experience on the top right corner of your console.

If you don't see the Switch to Lightning Experience on your console, your user account is not enabled to use Lightning Experience.

Notice that the look and feel of your Salesforce console changed.