neetha.ab | 2018-08-06 00:27:19 UTC | #1
Hello There,
One of the requirement is Integrating Pure Cloud with MS Dynamics 365 and screen pop Customer information based on the Caller ID (ANI - caller phone number) and open a last opened case. If there is no open case exists then create a new case.
So totally We need two screen pops.
So for I was able to achieve Screen Pop for Customer Information. When I try to add another screen pop for opened case or new case the pure cloud only pops Customer information.
Is there a way to add multiple screen pops for one interaction. If so how can I add?
Much appreciate your help on this.
Thanks, Neetha
Richard.Schott | 2018-08-06 14:13:24 UTC | #2
Setting your flow up to determine the last open case and popping to a new case if one doesn't exist should be pretty straightforward. This would use a data action to look for a case, then make a decision based on the result of that action to determine the correct screen pop.
Executing multiple screenpops to open a customer record and a case record at the same time is not something we'd really be able to support, nor is it something that I'd advise to attempt. A better approach would be to modify the view within the CRM to show the relevant customer information on the case record, then pop to the case record. This presents all of the information the agent needs on a single screen, rather than requiring them to toggle between multiple windows/tabs to gather the information they need to interact with the caller.
neetha.ab | 2018-08-06 23:28:12 UTC | #3
Hello Richard,
Thanks very much for your prompt reply, I was able to understand the concept.
I have another question, how can I open a New case Screen pop from MS Dynamics 365 with pre populating Customer name and Phone number.
I can get the customer details through data action Get Account By Phone Number. Once after receiving this i need to construct a new case URL and passing customer name and number to open a new case Screen Pop.
Will you be able to provide some details on how to achieve this.
Much appreciate your help on this.
Thanks, Neetha
Richard.Schott | 2018-08-07 16:47:45 UTC | #4
I don't believe you can pass form values to a new case using URL parameters with MS Dynamics; here's the information that I have with regards to screen pops by URL within MS Dynamics: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/open-forms-views-dialogs-reports-url I certainly could be wrong about this, but you would need to consult with Microsoft on this.
If I were attempting to set this sort of thing up, I would create a case with the customer information within the IVR using a data action (see here: https://help.mypurecloud.com/articles/create-custom-action-integrations/ and here: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/developer/webapi/create-entity-web-api ) then perform your screen pop to the new case you've created in the IVR.
system | 2018-09-07 16:47:45 UTC | #5
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