+1 on @Emily Kammerer and @Andy Jackson commentary
We also don't use External Contacts to store customer data, as it presents a challenge and risk to have another source of customer data in another system that needs control and governance measure (e.g. who monitors and controls what data is being entered and stored, who is responsible for duplicates and merging of records, who has access, what kind of data can be stored, etc). Plus there's the additional work hours involved - so where does the funding and staff come from to manage this.
We only use External Contacts as a phone book / directory - where we use three organisations to sort contacts by 'STAFF' (all employees and contractors), 'INTERNAL' (for numbers/contact details of internal departments, etc) and EXTERNAL (for numbers of external companies and organisations).
The External Contacts also acts as our pseudo 'Outlook Address Book' that we've had to effectively create twice in order to be able to access an email address book that contains the contacts within our organisation.
Therefore I'm curious as to how automatic contact creation will impact our existing use of External Contacts, and if we can determine if/when a record is created (i.e. can the feature be turned on/off organisation wide, can it be invoked on demand in an Architect flow, etc) so we can control it's release and implementation.
Don't get me wrong, I see this as being a great and powerful feature - just don't want it 'forced' on us when we can't really see and play with it before it rolls out to understand it's potential impacts and ongoing commitment.
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Jeff
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Original Message:
Sent: 07-11-2022 15:35
From: Matt Lawson
Subject: CLOSED - Ask Your Questions About - Upcoming UI Changes in Agent Desktop: Single Customer View
Hello Everyone,
The next episode of the Q&A Show is going to be dedicated to our friend @Lucie DeCristofaro's post on Upcoming UI Changes in Agent Desktop: Single Customer View.
The plan is to record the episode early next week and release it by Thursday/Friday, so everyone has plenty of time to get your questions in and quickly get answers. To get your question on the Q&A Show, please reply to this thread or email us.
From Lucie's Original Post:
We're getting ready to release our latest feature, single customer view. This feature is described in our future release announcements (Future release announcements - Genesys Cloud Resource Center
| Genesys Cloud Resource Center |
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| Future release announcements - Genesys Cloud Resource Center |
| Learn about upcoming Genesys Cloud features and related UI changes. For information about features scheduled for the next Genesys Cloud feature release, see Features coming soon. Genesys Cloud will perform rolling updates to the telephony administrator UI over the next few months. The changes may include updated icons for better visual alignment with other settings throughout the platform. |
| View this on Genesys Cloud Resource Center > |
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As part of this feature, there will be UI changes in the agent desktop. This means will be changes for agents in the way they interact with the profile and journey panels in the agent desktop. Here's a PDF that describes those changes and includes additional information about the feature: Single Customer View
We want to make sure we give all of you, our customers and partners, sufficient advanced notice so that you can prepare for these changes.
Hope you enjoy the episode!
Cheers,
Matt
#GenesysCloudCXQAEpisode
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Matt Lawson
Genesys - Employees
Online Community Manager
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