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Is it possible to match an incoming call from Genesys Cloud with a Salesforce Ligtning Service User using more than just the caller's phone number?

  • 1.  Is it possible to match an incoming call from Genesys Cloud with a Salesforce Ligtning Service User using more than just the caller's phone number?

    Posted 09-23-2021 17:43
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    Can someone advise if it is possible to match an incoming call from Genesys with a Salesforce Lightning Service User using more than just the caller's number?

    We are exploring whether we can prevent the retrieval of Service User data (person account) or their related Session Notes (cases) unless there is a match on BOTH the caller/service user's phone number AND queue called. (Queue called is stored in a field within the case/session note belonging to the Service User). We are determining if we can meet a requirement to ensure that an agent only has contextual information available to them about a caller's previous interactions with our organisation.

    For example, if the Service User has previously contacted us about Service A and B (on Queues A and B), if they call us again about Service A (on Queue A) we only retrieve the Session Notes (cases) associated with Service A and not those related to Service B.

    If they call us about Service C we would retrieve the Service User but no Session Notes (cases). Is this possible to configure? I have looked through Feature Settings > Service > Call Centre > Softphone Layouts and can see how to configure the behaviour ONCE there is a match, but I haven't found where I can configure what constitutes a match. Hope someone has the knowledge :-)

    #Integrations

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    Anne Williams
    Lifeline
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