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FAQ

I am an Indirect Customer. How can I access the SPC Portal?​

Indirect Customers are not eligible for SPC Portal access. This is due to NDAs required for access to certification and documentation. Please continue to refer SPC related questions to your reseller.

I’m a Partner with access to the Portal. Can I send documents such as attestations to my end-customers?​

Access to the SPC Portal is only granted to Partners who have an NDA with Genesys. In most cases, documents should not be shared directly to your end-customers, as documents may require a MNDA between Genesys and the end-customer. If you are in doubt, please contact your Genesys representative to confirm which documents can be sent directly and which should be sent via Genesys under MNDA.

As a Partner, can I access the SPC Portal from my end-customer Orgs?​

Due to confidentiality agreements and the requirements for NDAs, SPC Portal access must not be shared with your end-customers. Partners are advised to use their development Org to access the SPC Portal.

I’m a Partner without a development Org. Can I still get access to SPC Portal?​

The SPC Portal uses Org credentials for access. Therefore, only Partners with development Orgs are eligible for access.

I’m a Direct Customer with multiple Orgs. How should I use the SPC Portal?​

The SPC Portal uses your Genesys Cloud credentials for access. Direct Customers can use any of their Genesys Cloud organizations to access the SPC Portal, but the following must be observed:

  • If you wish to only access AI Assistant and download documentation, you can use any of your Genesys Cloud organizations.
  • If you wish to use the Trial Tools, you will be required to sign the Free Trial agreement, and you must access the SPC Portal with the Genesys Cloud organization you plan to run the tools against, remembering that Trial Tools are not intended for production use.

Can the trial tools be used on our own infrastructure, outside of the SPC Portal?​

Trial tools are provided as examples of how the Genesys Cloud APIs can be used to create tools that address or support SPC topics. They are only available in the SPC Portal.

Customers and Partners requiring tools for use in other environments or running on their own infrastructure are recommended to engage Genesys Professional Services to build bespoke applications, or may wish to develop such applications themselves.

Why are watermarks applied to downloads?​

Many attestations, certificates and other documentation are protected by NDAs between Genesys and their Customers or Partners. Downloads are watermarked in order to ensure they are not shared outside of agreed NDAs.

Can I apply a custom watermark to downloads?​

Genesys do not support custom watermarks for downloads from the SPC Portal.

How can I request help on how to use the SPC Portal, or report an issue with the SPC Portal?​

Technical and user issues with the SPC Portal can be reported by using the Feedback icon in the top right hand corner of the portal. Please note, questions on Security, Privacy and Compliance topics, or requests such as assessment submission, should still be addressed via your Genesys representative.

How can I request help for SPC topics?​

Please continue to contact your Genesys representative for any Security, Privacy and Compliance related questions.

Is there a charge to use the SPC Portal?​

The SPC Portal is provided free of charge to Direct Customers and Partners.

Is there a charge to use the SPC Portal trial tools?​

The SPC Portal trial tools are free of charge to Direct Customers and Partners. You are required to sign a Free Trial Agreement before access is granted.

Trial tools use Genesys Cloud APIs and therefore count against API usage for your Genesys Cloud organization. The number of API calls may vary depending on the trial tool and the configuration of your Genesys Cloud organization.

Are the trial tools permanently available?​

Access to the trial tools is provided for up to 90 days upon signature and execution of the Free Trial Agreement. Trial tools are provided to show how the Genesys Cloud APIs can be leveraged for governance and compliance purposes. Genesys reserves the right to revoke access or remove the trial tools at any time. Please contact your Genesys representative if you would like to discuss a custom PS build for similar tools.

Are there guides on how to use the trial tools?​

Help is available for the tools in the Features section of this help site. Check the menu options on the left side.

Can I use the trial tools in Production environments?​

Direct Customers and Partners requiring tools for use in production environments are recommended to engage Genesys Professional Services to build bespoke applications, or may wish to develop such applications themselves.

Can I extend my trial tool access past 90 days?​

Access to the trial tools is provided for up to 90 days upon signature and execution of the Free Trial Agreement. Trial tools are provided to show how the Genesys Cloud APIs can be leveraged for governance and compliance purposes. Please contact your Genesys representative if you would like to discuss a custom PS build for similar tools, or to discuss if access can be extended.

What sources are used to provide answers in AI Assistant?​

AI Assistant uses the publicly available Genesys Cloud Resource Center & Developer Center. In addition, internal documentation is used for some queries.

Can additional sources be added to AI Assistant?​

Additional sources cannot be added to AI Assistant.

How can answers from AI Assistant be verified?​

Genesys plans to implement an update to AI Assistant in the future to show which sources have been used to provide answers to queries.

Can other events and notifications from external platforms be combined with Audit Viewer?​

Audit Viewer is provided as a trial tool to show the art of the possible using Genesys Cloud APIs, and does not support ingestion of external source events.

Customers and Partner requiring tools for use in production environments are recommended to engage Genesys Professional Services to build bespoke applications, or may wish to develop such applications themselves.