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Revision as of 21:49, 7 August 2024 by Liudmila.anatolyeva (talk | contribs) (→Configuring SFDC Data Screen Pop for Outbound Preview Campaigns)
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Configuring Salesforce Data Screen Pop for Outbound Preview Campaigns
Screen pop is the feature that distributes specific data to agents' screens during interactions. When enabled for agents working with Salesforce, screen pop literally "pops" Salesforce data such as calling records to the Agent Desktop application of the agent, who then previews the information before beginning interactions.
How to configure Salesforce data screen pop for an outbound preview campaign
- Before importing a calling list that will be used in this campaign, make sure it contains identifiers of the Salesforce objects that are to be displayed in the Agent Desktop when the corresponding calling records are distributed to the agent for preview. These identifiers are obtained from Salesforce, where they are generated for every case, account, and contact.
- When importing this calling list, assign type Other to the field containing the Salesforce identifier and give it a descriptive name (e.g., "SalesforceID").
- When configuring the general properties of your preview campaign, set the Screenpop URL parameter to $(workitem.otherInfo.[SFDC ID field name]). For example, set it to $(workitem.otherInfo.SalesforceID).
