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.
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.