Page Comparison

If the customer’s contact information is not stored in any account in Salesforce, the record will not pre-populate.

Gather the customer information and search for the contact using the global search bar.

If the record exists, relate the contact per these steps and STOP

If NO record exists, proceed below to create a new one

Navigate to the account associated with the customer by searching for the Org in the global search bar.

From the account home page, click on the ‘Related Contacts’ object and then click ‘New Contact’

Click on ‘Installer Contact’

Navigate to the customer’s profile in Engine under User Settings.

Enter the contact information in Salesforce exactly how it appears under the Details section for the user.

Only enter the information that is stored in Engine, regardless of what phone number and email address the customer provides.

Once the record is pulled up, click the ‘Show contact details’ button

Once the new contact is created, the ‘Name’ field dropdown will be populated with the Contact record.

If there is/will be NO case associated with the interaction, update the ‘Related To’ field with the Org

Navigate to the Account (Org) associated with the contact record and click to open it

The Account (Org) name will then populate in the dropdown list for the ‘Relates to’ field.

and STOP here.

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

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

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

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