Salesforce

Introduction

CX supports an integration with Salesforce Lightning to enable data and actions to be passed between the softphone and Salesforce.

This integration increases efficiency in agent operation by automating lookups/screen-pops in Salesforce, as well as allowing the user to click on any phone number field in Salesforce and have this be passed to CX to make the outbound call.

Note, the Salesforce adapter is highly customisable, so your implementation of CX may extend this base functionality.

Login Procedure

To login to CX, visit the Application within the Salesforce page that has been configured with CX softphone, such as the 'Service Console'.

Select the 'Softphone' on bottom left - this will load the CX softphone, and your normal login operational will commence. Below shows CX post login.

Screenpop on CLI Match

When an Inbound Voice interactions is pushed to CX, by default Salesforce will search for a matching customer record, based on the inbound customer's phone number (CLI) - if one exists, it will be loaded in a Salesforce tab.

An inbound interaction with a matched CLI Contact record will appear.

Screenpop on Custom Attribute

If configured within your CX instance, custom screens may be loaded, instead of the basic contact record. For instance, a case may be created, linked the calling customer, and displayed in the screenpop.

The following shows a sample inbound screenpop where a case has been loaded on inbound interaction:

Outbound Click to Call

So long as there isn't already an active call, selecting any phone number field within Salesforce will trigger CX to outbound dial that phone number.

Shown below in red is a sample phone number field on a contact and the CX dialling window.

Once the call is connected, the standard connected call window will appear as seen below.