Takuto_Sato | 2020-01-27 09:02:55 UTC | #1
Hi,
We would like to know a way of update a call result(no-answer, answer-machine, connection is made, etc...) for sales force DB. Currently we are planning to use outbound campaign. So just for reference, it is helpful to share some useful topics or guidance.
Case owner of support team has given the suggestion to post here, so I am writing for the first time.
Best regards,
tim.smith | 2020-01-29 18:54:58 UTC | #2
Doing batch post-processing is probably the most straightforward approach. You can use the Analytics Conversation Detail Job to export conversation data and then use Salesforce's API to update the desired records in Salesforce.
Takuto_Sato | 2020-01-30 08:49:31 UTC | #3
Hi Tim,
Thanks for your response.
quote="tim.smith, post:2, topic:6992"] You can use the [Analytics Conversation Detail Job [/quote]
I would consider about your recommendation as one option. How about with using an Architect and Data Action? Is there any way as other option?
Regards :grinning:
tim.smith | 2020-01-30 16:07:44 UTC | #4
Sure, if the calls are going through an architect flow and you have the data you need at that point.
Takuto_Sato | 2020-01-31 06:44:11 UTC | #5
Hi Tim,
Thank you for your response. In that case, which api or data action we can use. I would be grateful if you could give your advice.
Best regards,
tim.smith | 2020-01-31 17:49:50 UTC | #6
There is a data actions integration specific to salesforce that may meet your needs: https://help.mypurecloud.com/articles/about-salesforce-data-actions-integration/
If you want to do something outside of that, you can implement custom data actions to any JSON-based REST service if your choosing: https://help.mypurecloud.com/articles/about-web-services-data-actions-integration/
Takuto_Sato | 2020-02-03 07:47:02 UTC | #7
Hi Tim,
Thank you for your response. We would check those articles.
By the way, can we use that options in case of a call result is busy or no-answer? My understanding, if the result is busy or no-answer, there is no way to use data action in a outbound campaign, is this correct? Or it might be just my lack knowledge.
tim.smith | 2020-02-04 19:48:57 UTC | #8
You configure what action is taken per call analysis result here: https://help.mypurecloud.com/articles/edit-call-analysis-response/
Takuto_Sato | 2020-02-05 02:49:42 UTC | #9
Hi Tim,
Thanks for your reply. Understood.
Thank you.
system | 2020-03-07 02:49:45 UTC | #10
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This post was migrated from the old Developer Forum.
ref: 6992