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

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Info

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

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If the customer record exists in Salesforce

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Process

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Table of Content:

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If the Customer Record Automatically Populates in SalesForce

Step

Action

1

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

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2

  • 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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3

  • 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

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4

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

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5

  • 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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6

  • 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

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7

  • 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

Note: 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.

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8

  • 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”

Note

Even if the task is created with the correct “Related to” and Assigned to you:

  • You MUST always follow these steps whenever a task is generated

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NOTE:

For Email Interactions that were left in pending status and worked on by other agents, the original assignee may differ from the last agent to handle the interaction

  • In such cases, it is acceptable to leave the interaction under the other agent’s name

    • (This applies specifically to Email Interactions and should not be an issue moving forward, as we are now closing interactions)

9

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

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If the Customer Record Does Not Automatically Populate in SalesForce

Note

Currently for chat interactions, the customer record

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Process

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will not auto populate.

Step

Action

1

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

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2

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

Info

Sales reps that do not have an account in Salesforce will need to be associated with the installer parent account. For example: Joe@gmail.com works for North Valley, however, has no contact record in salesforce. Search North Valley and use the Org to associate the interaction and STOP.

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3

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

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4

  • The ‘Relates To’ field will be populated with the Account record.

Info

You will need to actually click inside the

contact

account record page in order to populate the record in the contact details in the CXone softphone

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5

  • Navigate to the related contacts and select the contact record of the customer

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6

  • 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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7

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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8

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

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

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9

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

Note: 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.

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10

  • 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”

Note

Even if the task is created with the correct “Related to” and Assigned to you:

  • You MUST always follow these steps whenever a task is generated

image-20241216-165856.pngImage Addedimage-20241216-170034.pngImage Added
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NOTE:

For Email Interactions that were left in pending status and worked on by other agents, the original assignee may differ from the last agent to handle the interaction

  • In such cases, it is acceptable to leave the interaction under the other agent’s name

    • (This applies specifically to Email Interactions and should not be an issue moving forward, as we are now closing interactions)

11

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

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If an Installer/Sales Rep Contact Record Does Not Exist in SalesForce:

Step

Action

1

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

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2

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

Info

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

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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.

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6

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

Info

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

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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.

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8

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

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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

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10

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

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11

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

Info

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

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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

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13

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

    • Then STOP.

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14

  • If there is a case associated with the interaction, select it from the ‘Cases’ tab on the account.

Note

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

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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

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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

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.

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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”

Note

Even if the task is created with the correct “Related to” and Assigned to you:

  • You MUST always follow these steps whenever a task is generated

image-20241216-165856.pngImage Addedimage-20241216-170034.pngImage Added
image-20241216-170316.pngImage Added

NOTE:

For Email Interactions that were left in pending status and worked on by other agents, the original assignee may differ from the last agent to handle the interaction

  • In such cases, it is acceptable to leave the interaction under the other agent’s name

    • (This applies specifically to Email Interactions and should not be an issue moving forward, as we are now closing interactions)

18

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

image-20240620-224929.pngImage Modified

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Associating more than one contact to a task record

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Process

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Info

In instances where both an installer/sales rep and a homeowner need to be associated with an interaction, follow these steps. Examples include - complaints, cancellations, and fraud

Step

Action

1

  • Navigate to the task record and click the pencil icon to edit the Name field

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2

  • Search the Name of the account you wish to add to the field (installer associated with the case or interaction)

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3

  • Once both contacts have been added, click the Save button

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4

  • 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”

Note

Even if the task is created with the correct “Related to” and Assigned to you:

  • You MUST always follow these steps whenever a task is generated

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image-20241216-170316.pngImage Added

5

  • The interaction is now associated with the installer, the homeowner and the case.

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(Video Material) - Relating an Interaction

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This video shows how to relate an interaction to multiple contacts and a case during the interaction.

CXone SF Chat interaction Account-Contact-Case linking pre-wrap up.mp4

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Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#E3FCEF

This video shows how to relate an interaction to a homeowner and an installer during wrap up.

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