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SalesForce Activity Field Mapping

  • 1.  SalesForce Activity Field Mapping

    GCAP Member
    Posted 22 days ago
    Is it possible to map custom attributes from a call interaction to SalesForce fields other than the ones listed in the Activity Field Mapping list on the PureConnect for SalesForce Lightning tab?

    Thanks,
    Andrew
    #Integrations

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    Andrew Wooster
    Genesco Inc.
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  • 2.  RE: SalesForce Activity Field Mapping

    Posted 21 days ago
    Edited by Sheldon Breading-Goodrich 21 days ago
    Yes you can map custom attributes to SF as long as the fields in Salesforce are text fields

    https://help.genesys.com/cic/mergedprojects/wh_tr/desktop/pdfs/salesforce_integration_cic_ag.pdf

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    Sheldon Breading-Goodrich
    Financial Engines, Inc.
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  • 3.  RE: SalesForce Activity Field Mapping

    GCAP Member
    Posted 21 days ago
    Sheldon,

    I've read through that documentation but I am still unclear as to where in Salesforce I can set this up.  Just to be clear, I am setting custom attributes on the call in Interaction Attendant, and we would like these to be mapped to Case fields in Salesforce.  So when the agent gets the call and the corresponding screen pop, these attributes are already filled into specific Case fields.  Where would I configure this?

    Thanks,
    Andrew

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    Andrew Wooster
    Genesco Inc.
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  • 4.  RE: SalesForce Activity Field Mapping

    GCAP Member
    Posted 8 days ago
    In the CTI properties, below the server info, you can set up the mapping of Attributes.
    Also, to note if you are not sending those attributes from the IVR it's pointless to add extra mapping as SF will only be looking at what is sent in the soap request

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    Micheal McComber
    Sutter Health
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  • 5.  RE: SalesForce Activity Field Mapping

    GCAP Member
    Posted 8 days ago
    @Micheal McComber is there any way to alter the soap request so that I could map attributes set in the IVR to other objects, like cases, in Salesforce?

    Thanks,
    Andrew​

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    Andrew Wooster
    Genesco Inc.
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  • 6.  RE: SalesForce Activity Field Mapping

    GCAP Member
    Posted 8 days ago
    Here is an example of one of the many we have
    apex/VFP01_CustomConsole?DNISTC=$(SH_DNISType)&TRANF=No&EXITPATH=$(SH_ExitPath)&CALLDT=$(SH_CallStart)$(SF_URLPop)&DNIS=$(Eic_LocalTN)&CallID=$(Eic_CallIDK$(SF_URLPop)$(Sutter_EmployeeID)ey)$(SF_URLPop)&DEV=$(SF_URLPop)&ANI=$(Eic_RemoteTN)

    We have mapped attributes in SF for the following above
    DNIS Type = SF Record Type (not like a number )
    Exit path is the call intent for SF
    the Sutter EmployeeID to pop the employee record to the call center agent

    so really once you map them in SF you can set up your request for what you want to pop in how you build out the apex(soap_ request

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    Micheal McComber
    Sutter Health
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  • 7.  RE: SalesForce Activity Field Mapping

    GCAP Member
    Posted 8 days ago
    @Micheal McComber Are you doing that in Attendant or a custom Handler? or is this done in Salesforce somehow?  I am really familiar with the Oracle Service Cloud integration with Genesys, and there I had the Interaction ScriptAssist tool that allowed me to create the soap requests and basically be able to touch any object in the Service Cloud.  Was disappointing to ​find out this was not as easy with Salesforce.  Any help/guidance would be greatly appreciated!

    Thanks,
    Andrew

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    Andrew Wooster
    Genesco Inc.
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  • 8.  RE: SalesForce Activity Field Mapping

    GCAP Member
    Posted 8 days ago
    we do this via the IVR
    I'm sure we could put our heads together and figure this out

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    Micheal McComber
    Sutter Health
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  • 9.  RE: SalesForce Activity Field Mapping

    GCAP Member
    Posted 8 days ago
    @Micheal McComber  I need to pass 4 custom attributes from the IVR to Salesforce Case custom fields.  Can you provide a screen shot of how you are getting your attributes passed over?  Are you using Salesforce Lightning?

    ​Thanks,
    Andrew

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    Andrew Wooster
    Genesco Inc.
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