In a scenario involving multiple cases created during a call, there is a requirement for auto-association of cases with tasks, and the agent should be able to relate the call to the task when viewing multiple cases.
Background-
Can we associate multiple attributes under the 'related to' field under the Genesys-Salesforce interaction window. At present when agent answers a voice interaction the interaction window provides them option to create a case or task and associate the same related to field with a case.
As per Genesys documentation the 'related to' field automatically displays the option under drop down based on the pages navigated by agents. Example If agent navigates to 2 different cases in backend the drop down will start showing both the cases and agent can select either one. Once done it will reflect the case number on the task page.
https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/
Snippet below-
Requirement is to associate the task to multiple cases. Is this possible? We are thinking to create another field as related to so that agent can select 2 separate cases to the same task. Something similar in the below snippet.
The question is this even possible as we are using Genesys - Salesforce (lightning) Managed package. Even if we use a custom attribute we did not find this in the list and it is believed it is there by default (Activity field mapping). Any leads on how do we achieve this or any new suggestion wherein agents can associate task to multiple cases can be of help.
#Integrations
#Unsure/Other
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MAnu KAndwal
Accenture Solutions Private Limited
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