Genesys Cloud CX

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  • 1.  PureCloud for salesforce: Auto-create case when a call comes in

    Posted 11-10-2020 12:00
    We recently set up PureCloud for salesforce.  Currently we have it set up to pop up the contact record if a phone number is recognized.  The agent then creates a case manually from that contact.  If a phone number is not recognized, it pops up a new case for the agent to fill in manually.  My customers are asking if we can automatically create a case when a call comes in, whether the phone number is recognized or not.  If the phone number is recognized, the contact and related contact should auto-populate into the new case.  If the phone number is not recognized, the phone # will auto-populate in a custom field on the case.  Does anyone have a set up like this?  ​
    #Integrations

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    Trisha Roskom
    Georgia Pacific
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  • 2.  RE: PureCloud for salesforce: Auto-create case when a call comes in

    Posted 05-20-2022 12:46
    Hi Trisha,

    We have a similar request. Can you share the process if you were able to complete this requirement?

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    Nivedha Kalathi
    Connex Telecommunications
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  • 3.  RE: PureCloud for salesforce: Auto-create case when a call comes in

    Posted 05-23-2022 12:19
    This is possible one of two ways:
    1: Within your Architect inbound flow, use a Data Action to query the caller ID against Salesforce and based on the results create a case via Data Action/API and then present that case to the rep via the SF_Url method outlined here: KB Article
    2. Within Salesforce, mostly on the dev side, create an aura component that handles this caller ID search and case creation process, and trigger the aura component via the SF_Url method as well.

    The main issue with method 1 is that it leads to cases for calls that may not get answered, such as abandons.
    The main issue with method 2 is that it relies heavily on your Salesforce dev team and not everyday admin work.

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    Brad Murlin
    Zillow, Inc.
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