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  • 1.  How to map/save the GC interaction type (e.g. callback) in Salesforce Activity

    Posted 05-07-2023 22:35
    No replies, thread closed.

    I'd like to have a separate field in the Salesforce Activity table which identifies the type of call interaction, e.g. Call or Callback. The interaction type I want is used in the Salesforce Subject field by default (it is made up of the interaction type and a date/time stamp (e.g. "Callback 5/8/2023, 9:53:48 AM")) but it isn't named (in the 'Synchronize interaction attributes with Salesforce activity records - Genesys Cloud Resource Center' knowledge article) as a Genesys attribute available for mapping in Salesforce.

    If anyone can advise how I might be able to map this into Salesforce, or advise that it's not possible, that would be much appreciated.


    #Integrations

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    Sarah Newell
    Lifeline Aotearoa
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  • 2.  RE: How to map/save the GC interaction type (e.g. callback) in Salesforce Activity

    Posted 06-09-2023 16:21
    No replies, thread closed.

    Hi Sarah

    Did you find a solution or answer to this one?  I did start looking myself a while ago but it moved down to the "I'll look at it later" list but never got back to it :)



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    Vaun McCarthy
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  • 3.  RE: How to map/save the GC interaction type (e.g. callback) in Salesforce Activity

    Posted 06-13-2023 16:18
    No replies, thread closed.

    Hi Vaun

    We are getting the text from the Salesforce Subject field via a new formula field on the Salesforce Activity table:

    LEFT(Subject, FIND(" ", Subject))



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    Sarah Newell
    Lifeline Aotearoa
    ------------------------------

    Original Message


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