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Salesforce screenpop: "Related To" field not filled (SF_URLPop and SF_SearchValue)

  • 1.  Salesforce screenpop: "Related To" field not filled (SF_URLPop and SF_SearchValue)

    Posted 08-30-2024 09:58
    Edited by Bertrand Deglaire 08-30-2024 10:00

    Hello,

    We use the Genesys Cloud for Salesforce standard integration, to receive interactions in Salesforce.

    I noticed the following behavior using the screenpop:

    • If I set "SF_SearchValue = +33 6 0000000": the screenpop will work if it finds a single Contact or Lead, and pops up as expected.
      On top of that, the field "Name" will be field automatically, so that the Task created in Salesforce will be linked to the Contact/Lead that was found through the screenpop
    • If I set "SF_URLPop = lightning/r/Account/0013h0000000000AAA/view", the screenpop will work as well, opening the record from the URL
      But, the fields from the Task remain empty. In this situation, I pop-up an account, so I expect the field "Related To" from the task to be filled with the record from the screenpop

    In the package setup, I didn't activated "Enable Auto Association on Navigation", or "Enable Tab/Interaction Sync", on purpose.

    Is this the expected behavior? Is there a way to automatize this?

    In our situation, we ask in the IVR for the caller to enter a fiscal ID > Genesys searches in Salesforce through a Data Action > If a record is found, we set "SF_URLPop = lightning/r/Account/0013h0000000000AAA/view". It would be logical and a time saver for us to have this Related to field filled automatically.

    Thank you in advance!


    #API/Integrations
    #Implementation
    #Unsure/Other



  • 2.  RE: Salesforce screenpop: "Related To" field not filled (SF_URLPop and SF_SearchValue)
    Best Answer

    GENESYS
    Posted 09-04-2024 09:50

    Hello Bertrand, 

    I can't think of way to automatize this. Reading your post it looks like it's working as expected. It might be helpful to review this documentation. 

    I would also like to see what the community has for a solution like this. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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