• 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

Open

• 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

Open

• 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

• Then; Go to Step 2

• Once you have the task in the Softphone, click on the small triangle icon

• A new window will appear with two dropdown menus:

• 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”

• 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 NOT APPEARS:

• Go to Step 2

• 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.

• Does the Record exists?

IF YES:

Go to Step 6

IF NOT:

• Go to Step 5

• 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.

• Click ‘Save’ to create the contact

• 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

• Once you have the task in the Softphone, click on the small triangle icon

• 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

• 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”

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

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

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

• 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”

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