Versions Compared

Version Old Version 1 New Version 2
Changes made by

Deanna Collia

Deanna Collia

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Process

Reference

When the interaction is received, the customer’s contact information is displayed if the account exists in Salesforce.

image-20240620-171917.png

The interaction can be associated with the contact directly while still on the active interaction by clicking the ‘Show Contact Details’ tab

image-20240620-173358.png

If there are multiple accounts with the same contact information, they will be displayed on the softphone and in the Salesforce instance.

Info

Minimize the CXone window if needed and open each contact to determine which is the correct one to choose

image-20240620-172335.png

Select the correct contact to associate the interaction to by clicking on the name of the contact

image-20240620-173446.png

The name will populate in the dropdown list under the Name field.

If there is/will be NO case associated with the interaction, STOP here.

image-20240620-202229.png

Navigate back to the Softphone and change the ‘Relates To’ field with the case by clicking on the dropdown and selecting the case

Info

You will need to actually open the case record page in order to populate the record in the Relates To field in the CXone softphone

image-20240620-223256.png

Complete the interaction, enter disposition and notes. The task record is properly created with the ‘Name’ populated with the customer and the ‘Related To’ field populated with the case

Info

If the contact, case or account name is incorrect, it can be modified directly from the task record by using the pencil icon next to the field you wish to edit.

image-20240620-224125.png

The interaction (task record) is now populated on the case level

image-20240620-224929.png

...