jlee | 2019-09-05 22:02:12 UTC | #1
Is there a way to require or pop to the interaction log for inbound calls answered in purecloud for salesforce? Right now we have it set up to "Enable Tab/Interaction Sync" but for inbound calls, it requires our employees to click the interaction log pencil icon to then log the call to a salesforce object (usually an opportunity).
The only workaround I can think if is to show users all of their tasks/calls in salesforce that aren't associated with anything and make them fix it after the fact. I wish the purecloud for salesforce interface was a little more configurable to show those fields on the main interactions screen, or when a call is disconnected, pop to the interaction log screen if they are not assigned/filled out.
Has anyone come across this?
jcp | 2019-09-06 08:27:55 UTC | #2
Hi,
For our SalesForce integration, we just use the contact search in SalesForce then when you enable Enable Auto Association on Navigation the Name and Relate to field will open. ref: https://help.mypurecloud.com/articles/configure-call-center-settings/
You can also customize in Architect the value for the parameter: SF_SearchValue ref: https://help.mypurecloud.com/articles/screen-pop-in-purecloud-for-salesforce/
In my experience in service cloud it worked fine and another customer using sales had a similar experience.
Hope this helps.
Jean-Christophe
jlee | 2019-09-06 13:32:11 UTC | #3
We have tried the auto associate and have had a couple issues.
- We use leads and convert them to accounts/contacts/opportunities. If a customer who is a lead calls in, we want to search/pop that record. Our sales team would convert that lead. Now the lead is associated with the "Name" field and the opportunity to the "Related To". Salesforce blows up:
https://help.salesforce.com/articleView?id=000341506&type=1&mode=1
- We use dashboards heavily, we saw agents switching to the dashboard before the interaction was fully done associating with objects, so if the last thing they were on was a dashboard, it would try to associate the task to the dashboard ID and throw errors.
Maybe it is worth the few errors vs so many calls not logged right.
I just wish there was a way to pop to that screen in purcloud and force people to choose an entry every call.
system | 2019-10-07 13:32:13 UTC | #4
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