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• 5.3

Contents

Bright Pattern Update Object

The Bright Pattern Update Object block updates an existing object in the database. The allowed object types are Case, Contact, and Company.

Note this block is available from Bright Pattern Contact Center software version 5.2.2.


Bright Pattern Update Object scenario block


Conditional Exits

Failed

The Failed conditional exit is executed if the update operation failed, due to invalid parameters, timeout, or network connectivity to external CRM (e.g. Salesforce).

No Data

The No Data conditional exit is executed if no data matching the specified update criteria is found.


Settings

Title text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Object type

The Object type drop-down menu allows you to choose the type of object you want to update in the internal database. You may choose Case, Contact, or Company. Depending on what object type is selected, the settings change as follows:


Case Settings

Record ID

This is the database record case ID.

Case title

This is the text associated with the case title.

Category name

The Category name drop-down menu allows you to classify the case as one of the following: Incident, Question, Enhancement Request, Defect, or Change Request.

Custom Case Fields

Custom Case Fields that have been configured in Case & Contact Management > Custom Fields > Case will appear here; you may enter text items in these fields.


Contact Settings

Record ID

This is the database record contact ID.

First name

This is the text associated with the first name of the contact.

Last name

This is the text associated with the last name of the contact.

Title

This is the text associated with the title of the contact.

Position

This is the text associated with the position of the contact.

Summary

This is the text associated with the summary of the contact.

Segment

This is the text associated with the segment of the contact.

Age

This is the text associated with the age of the contact.

Company ID

This is the ID of the company record.

Emails

When you click the add option, you may select the type of email from the drop-down menu (Primary, Business, or Private), then enter the email address. It is possible to add more than one type of email address; the order the emails are listed in is insignificant. Note: Gaps are not allowed (i.e. you must create the email with the index [0] if you want to populate the email with the index [1]).

Phones

When you click the add option, you may select the type of phone from the drop-down menu (Business, Home, Mobile, or Fax), then enter the phone number. It is possible to add more than one type of phone number; the order the numbers are listed in is insignificant. Note: Gaps are not allowed (i.e. you must create phone numbers with the index [0] if you want to populate the email with the index [1]).

Note the following for existing phone numbers:

  • Existing phones in the contact are searched by phone number.
  • If an existing phone is found, its type is updated.
  • If an existing phone is not found, it is added to the list of phones in the contact list.
  • There is no way to delete a phone number (or change a phone number) via the Bright Pattern Update Object block and must be done via Agent Desktop; deleting phone numbers is deemed too complex for this iteration of scenario block design.
Custom Contact Fields

Custom Contact Fields that have been configured in Case & Contact Management > Custom Fields > Contact will appear here; you may enter text items in these fields.


Company Settings

Record ID

This is the database record company ID.

Company name

This is the text associated with the company name.

Web URL

This is the text associated with the web URL of the company.

Revenue

This is the text associated with the revenue of the company.

Employees

This is the text associated with the employees of the company.

Custom Company Fields
Custom Company Fields that have been configured in Case & Contact Management > Custom Fields > Company will appear here; you may enter text items in these fields.
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