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When the interaction is received, the customer’s contact information is displayed if the account exists in Salesforce. |
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The interaction can be associated with the contact directly while still on the active interaction by clicking the ‘Show Contact Details’ tab |
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If there are multiple accounts with the same contact information, they will be displayed on the softphone and in the Salesforce instance.
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Select the correct contact to associate the interaction to by clicking on the name of the contact |  | ||
The name will populate in the dropdown list under the Name field. If there is/will be NO case associated with the interaction, update the ‘Related To’ field with the Installer and STOP here. |
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Navigate back to the Softphone and change the ‘Relates To’ field with the case by clicking on the dropdown and selecting the case
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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
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The interaction (task record) is now populated on the case level |
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Process | Reference | ||
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If the customer’s contact information is not stored in any account in Salesforce, the record will not pre-populate. |
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Gather the customer information and search for the contact using the global search bar.
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Once the record is pulled up, click the ‘Show contact details’ button |
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The ‘Relates To’ field will be populated with the Account record.
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Navigate to the related contacts and select the contact record of the |
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The contact name will then populate in the dropdown list for the ‘Name’ field. If there is/will be NO case associated with the interaction, update the ‘Related To’ field with the Installer and STOP here. |
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If there is a case associated with the interaction, select it from the ‘Cases’ tab on the account. If a case needs to be created, first follow these steps: Creating and Assigning Cases |
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Navigate back to the Softphone and change the ‘Relates To’ field (populated with the Account Name), with the case by clicking on the dropdown and selecting the case
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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
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The interaction (task record) is now populated on the case level |
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