Background: Interactions handled by agents (phone, chat, or email) are required to be related to an account record (at minimum) in Salesforce.

Info
All of the following steps can be completed while on the interaction or while in wrap-up.

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Table of Content:

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If the Customer Record Automatically Populates in SalesForce

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Step

Action

1

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

2

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

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Search for the contact by name, phone number, or email address stored in Engine to locate the record.

3

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

4

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

5

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

6

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

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Use this opportunity to do a final search in the related contacts to ensure the user does not exist.

7

Click on ‘Installer Contact’

Note
Agents will never create a homeowner contact unless it is to add an authorized signer to an existing account.

8

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

9

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.

Click ‘Save’ to create the contact

10

Once the record is saved it will automatically be pulled up. Click the ‘Show contact details’ button in the softphone

11

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

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You will need to actually click inside the contact record page in order to populate the record in the contact details in the CXone softphone

12

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

13

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

14

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

Note
Confirm that there are no existing open cases for the same issue before creating a new one.

15

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

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

16

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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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.

17

Once the Task is created in the system, you Must do the following:
- Open the task
- Click the “Assign to me” button
- Click “Finish”
After that; you will be able to edit the following as needed:
- “Relates to”
- “Additional Dispositions”