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  • 1.  SalesForce Connector - Contact Search\Lookup

    Posted 07-06-2023 10:04
    No replies, thread closed.

    We are testing out the SalesForce Cloud CTI connector and for the most part things work great.  However due to our record keeping within Salesforce we can have duplicate phone #s and\or emails attached to different contact records.  When an interaction comes into Genesys via the SalesForce connector, any time it is from a phone\email that has a duplicate entry in SF it will throw the "Failed to save interaction log...." error, which is understandable.

    My question is, is it possible to edit the parameters of the SalesForce CTI lookup in order to incorporate additional contact\account variables in order to track down a single contact, or is it ONLY capable of searching for phone # or email address?  We do this already within Genesys itself using a data action lookup, but I'm hoping it's also possible using the connector.

    Thanks.


    #ArchitectureandDesign
    #Integrations
    #SystemAdministration

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    Brian Diviney
    AvalonBay Communities, Inc.
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  • 2.  RE: SalesForce Connector - Contact Search\Lookup

    Posted 08-03-2023 03:49
    No replies, thread closed.

    Yes, you could easily lookup the contact record in the Call Flow before sending to Salesforce and instead of popping the Email or phone number, just send the contact ID to pop instead.  You can find out about this here: Screen pop in Genesys Cloud for Salesforce - Genesys Cloud Resource Center (mypurecloud.com)



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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