Background:

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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If the customer record exists in Salesforce

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Process

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Reference

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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

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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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If the customer record does not exist in Salesforce

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Process

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Table of Content:

• Relating Homeowner Interactions

• Relating Installer/Sales Rep Interactions

• Associating More than one contact to a Task Record

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Relating Homeowner Interactions

Step	Action
1	When an interaction is received, check if the customer’s record automatically appears in SalesForce	IF the customer IS FOUND automatically: Click on the Customer Card in the Upper left corner to open the Customer’s details Under the “Current Interaction” section, the task will appear Image Added Then; Go to Step 2   IF the customer is NOT FOUND automatically: If the customer is not found, search for the customer’s name in the Search Box Image Added Once the customer is located, return to the softphone in SalesForce Click on the Customer Card in the Upper left corner to open the Customer’s Details Under the “Current Interaction” section the task will appear Image Added   Then; Go to Step 2
2	Once you have the task in the Softphone, click on the small triangle icon	Image Added
	A new window will appear with two dropdown menus: Image Added NAME: This refers to the Person contacting You RELATES TO: This refers to the Account or Case they are calling about These dropdown menus will automatically show suggestions based on the last contact you pulled out in SalesForce Note NOTE: If the contact you are speaking with during the interaction already exists in Salesforce, you should add that contact in the Name field. If the person is not a contact in Salesforce, leave the Name field blank. However, make sure the Relates To field is still linked to the relevant Homeowner’s Account Record or Case Record (depending on which one is applicable)
	Panel panelIconId atlassian-check_mark panelIcon :check_mark: bgColor #FFFFFF If the person is calling about a specific case, search for the case number in the global search Panel panelIconId atlassian-check_mark panelIcon :check_mark: bgColor #FFFFFF After searching for the case, return to the softphone, and the “Relates To” field will auto-populate with the case number
Panel panelIconId atlassian-info panelIcon :info: bgColor #FFEBE6 If the contact or account name is not showing up in the dropdown, you can: Go back to the Global Search Search for the Name Then; return to the softphone The “Relates to” field will now show the correct name
3	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 AddedImage 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)

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Relating Installer / Sales Rep Interactions

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Step	Action
1	When an interaction is received, check if the Installer/Sales Rep record automatically appears in SalesForce	IF IT APPEARS: Go to Step 6 IF IT DOES NOTAPPEARS: Go to Step 2
2	If the customer’s contact information is not stored in any account in Salesforce, the record will not pre-populate.	Image Modified
3	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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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.

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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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.

Search for the contact by name, phone number, or email address stored in Engine to locate the record.	Image Added
4	Does the Record exists?	IF YES: Go to Step 6 IF NOT: Go to Step 5
5	Navigate to the account associated with the customer by searching for the Org in the global search bar.	Image Added
	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.	Image Added
	Click on ‘Installer Contact’ Note Agents will never create a homeowner contact unless it is to add an authorized signer to an existing account.	Image Added
	Navigate to the customer’s profile in Engine under User Settings.	Image Added
	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	Image Added
6	Once the customer is created, return to the softphone in SalesForce Click on the Customer Card in the Upper left corner to open the Customer’s Details Under the “Current Interaction” section the task will appear	Image Added
	Once you have the task in the Softphone, click on the small triangle icon	Image Added
	A new window will appear with two dropdown menus: NAME: This refers to the Person contacting You RELATES TO: This refers to the Account or Case they are calling about These dropdown menus will automatically show suggestions based on the last contact you pulled out in SalesForce	Image Added
	Panel panelIconId atlassian-check_mark panelIcon :check_mark: bgColor #FFFFFF If the person is calling about a specific case, search for the case number in the global search Panel panelIconId atlassian-check_mark panelIcon :check_mark: bgColor #FFFFFF 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

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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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.

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

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(Click Here) Confirm that there are no existing open cases for the same issue before creating a new one Panel panelIconId atlassian-check_mark panelIcon :check_mark: bgColor #FFFFFF After searching for the case, return to the softphone, and the “Relates To” field will auto-populate with the case number
7	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 AddedImage Added
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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	Image Modified
2	Search the Name of the account you wish to add to the field (installer associated with the case or interaction)	Image Modified
3	Once both contacts have been added, click the Save button	Image Modified
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	Image AddedImage Added
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5	The interaction is now associated with the installer, the homeowner and the case.