CyDesk Integration guide for Salesforce CRM
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Salesforce
CyTrack supports integration of Salesforce CRM for Agents to perform searches and enable screen popping of caller details.
Please see the CyDesk User Guide for details on using this integration.
Prior Configuration
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API Access
Your Salesforce instance must be enabled for API access. To use this you must be running a supported version. Please refer to Salesforce documentation for details.
API Tokens and Multi Factor Authentication
You may also need your users to know their API tokens, or you may disable this requirement on your instance. For full details please refer to Salesforce documentation, and details are subject to change, however we provide a basic guide here to configuring this.
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For example, if your regular password is MyP@ssword and your API token is zElJwHtYIOghetsJTS then you would use MyP@sswordzElJwHtYIOghetsJTS as the password for logging in.
Configure CyTrack
To begin, you need to open CyDesk Manager, and proceed to the configuration screen.
CyDesk Manager->Options->Configure
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The [Login] button will test the credentials and advise when successful.
If you receive this message, then you most likely do not have API access enabled for your Salesforce instance.
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Do not log Unanswered Calls – Ignores logging of unanswered calls.
Outgoing Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
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Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
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Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM.
Campaign Call
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Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the next campaign call is assigned to agent.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
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Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
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Attach Recording – Creates a link to the call recording file in History.
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Screen Pop – Displays the Contact screen when the caller is found.
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Log Email in History – Creates a log of the email in History.
Press OK when done to save
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