Brenda_Wynne | 2020-11-11 19:23:22 UTC | #1
Hello, I'm very new here, so please forgive me if I do something I shouldn't. I am wondering if there is a way to determine if an Account Name in Salesforce contains a certain string. For example, I want all calls from an account that has QUACK in their name to take one route, and accounts that do not have QUACK in their name, to take a different route (in a call flow).
Thanks for any assistance, b
Jason_Mathison | 2020-11-11 21:44:41 UTC | #2
Welcome to the community!
I suggest setting up a Salesforce Data Action integration and using the "Get Account by Phone Number" static action to retrieve the account. https://help.mypurecloud.com/articles/about-salesforce-data-actions-integration/
From there I would assume that you could use the Name output to drive your routing decision. Architect has a "Contains" function that would let you look for QUACK in account names like "This customer drives me QUACKERS!" Note that this comparison is probably case sensitive.
Note, you can copy the static action if you need to make changes to what information it outputs.
--Jason
system | 2020-12-12 21:44:41 UTC | #3
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