jlee | 2019-01-24 05:04:03 UTC | #1
On this page:
https://help.mypurecloud.com/articles/wrap-up-an-interaction/
It says: Note : A Notes section appears on the Wrap-up window in the PureCloud for Chrome and PureCloud for Firefox clients by default and in the PureCloud for Zendesk and PureCloud for Salesforce clients if your administrator configured it. The following image shows the Notes section.
Where do I configure the notes section to show up in the wrap-up window for salesforce? This is huge, the current setup being on a different screen is a pain.
Richard.Schott | 2019-01-24 21:38:18 UTC | #3
I'm not entirely sure what you're looking for here, but I suppose it's worth reviewing how the two types of notes in the embedded client behave within Salesforce. The notes in the call log view write to the activity record comment field: https://help.mypurecloud.com/articles/interaction-logs/. There are a number of other fields that we can write to the activity record fields: https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/.
The notes on the wrap-up dialog are written exclusively to PureCloud, and go to the notes field in the wrapup information:
The note in the resource center is a little misleading, as it is the wrap-up window in it's entirety that appears if it's configured by the admin on the queue handling the interaction.
One thing worth noting, if you don't have wrap-up notes completed, the integration will write the call log notes to the wrap-up notes to PureCloud.
I would also second Tim's suggestion re: submitting an idea. I can definitely see a use case for having the wrap-up notes written to a separate field in the Salesforce activity record.
jlee | 2019-01-25 15:15:54 UTC | #4
Thanks, that helps. I was thinking that notes section under the wrap-up would be the same as the interaction log notes that is in another section/button. Ideally all of the things people have to do could be in one area, assign the call to objects, take notes, choose a wrapup. I know real estate is a premium. It won't be as big of a deal in the spring 19 release where you can undock the phone, you will have a lot more room to play with assuming people have dual monitors.
Richard.Schott | 2019-01-25 16:02:08 UTC | #5
That is generally how it works. Using the call log view to create the relationship and take notes on the call, these notes will be synced back to PureCloud as the Wrap-up notes; the wrapup code selection will pop up as a modal, forcing a selection of a wrapup code (if it's mandatory), so the agent's workflow should be pretty straightforward and easy to follow.
system | 2019-02-25 16:02:08 UTC | #6
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