Josh_Davis | 2020-03-10 17:56:45 UTC | #1
Hi @Richard.Schott,
I am working with a customer who is integrating PureCloud with SalesForce. The customer would like for PureCloud to create a case, which we are creating within the IVR based on caller entry. The call is then routed to an agent and answered with the PureCloud for SalesForce client. We are using SF_URLPOP for opening the Case on the agents screen and all of that is working great.
The customer would at this point like the case that was created to be assigned to the agent who answered the call. I am trying to determine if the option "Auto Assign Email-To-Case Owner" would work for what i am attempting, and if not, what is the best method to accomplish this?
I have had calls with the SalesForce administrator and they do not believe they can accomplish this within SalesForce alone. They currently have a rule assigned where the agent who closes the case is assigned, however the agents are not always closing the case. I am being asked how we can get the integration to automatically assign the case once the call is answered and the screen is popped.
I found this thread, but as i mentioned, SF Admin isnt sure how to accomplish this and i have no recommendations at the moment.
I assume something like this can be done with enabling client events on the PureCloud for SalesForce integration, but before i dive off the deep end, i wanted to know if this is something we can accomplish out of the box and potentially with the option i mentioned.
Thanks
Josh
anon28066628 | 2020-03-10 18:27:05 UTC | #2
You could use a Script page load action to call a Data Action. The action would fire when the script loads, and the action could send the conversation id, agent email, or any number of other variables to Salesforce. The Salesforce side would then need to take appropriate action.
https://help.mypurecloud.com/articles/set-script-page-load-action/
https://help.mypurecloud.com/articles/built-in-script-variables/
Josh_Davis | 2020-03-18 00:04:43 UTC | #3
I think i have this set up like you had recommended @anon28066628, but it doesnt seem to work on Page Load.
I made 2 Data Actions. one is to retrieve the users SalesForce ID based on their email address, the other is to do a PATCH on the Case to set OwnerId to the value i retrieve.
Just to make sure the custom action worked, i assigned it to a button and that button makes it work, but based on my testing it doesnt appear the Page Load action actually happens on page load.....
Josh_Davis | 2020-03-18 19:25:31 UTC | #4
I reset all the settings on the script and its working now. so.....not sure what i was doing wrong, but i have it working in our test environment.
Thanks for the idea @anon28066628
system | 2020-04-18 19:25:35 UTC | #5
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