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

When the interaction is related to a specific case or a case is generated from an interaction, the interaction should be related to the case for the customer account.

Interactions involving two or more customers (installer and homeowner for example) need to be related to both accounts.

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

Table of Content:

If the Customer Record Automatically Populates in SalesForce

Step	Action

Step	Action
1	When the interaction is received, the customer’s contact information is displayed if the account exists in Salesforce.
2	The interaction can be associated with the contact directly while still on the active interaction by clicking the ‘Show Contact Details’ tab
3	If there are multiple accounts with the same contact information, they will be displayed on the softphone and in the Salesforce instance.
4	Select the correct contact to associate the interaction to by clicking on the name of the contact
5	The name will populate in the dropdown list under the Name field.
6	Navigate back to the Softphone and change the ‘Relates To’ field with the case by clicking on the dropdown and selecting the case
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
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”


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

If the Customer Record Does Not Automatically Populate in SalesForce

Step	Action

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.
3	Once the record is pulled up, click the ‘Show contact details’ button
4	The ‘Relates To’ field will be populated with the Account record.
5	Navigate to the related contacts and select the contact record of the customer
6	The contact name will then populate in the dropdown list for the ‘Name’ field.
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
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
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
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”


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

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

Step	Action

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.
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’
7	Click on ‘Installer Contact’
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. 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.
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
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
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
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”


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

Associating more than one contact to a task record

Step	Action

Step	Action
1	Navigate to the task record and click the pencil icon to edit the Name field
2	Search the Name of the account you wish to add to the field (installer associated with the case or interaction)
3	Once both contacts have been added, click the Save button
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”
4
5	The interaction is now associated with the installer, the homeowner and the case.

(Video Material) - Relating an Interaction