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Integration Scope

The scope of Salesforce integration discussed in this guide includes the following elements:

• ServicePattern Agent Desktop embedded into or integrated with a Salesforce.com (SFDC) application (Sales Cloud or Service Cloud).

• Single sign-on, i.e., simultaneous user logins to SFDC and ServicePattern applications.
• Use of SFDC data in identifying an agent best qualified to handle an incoming interaction using the information provided by the caller via interactive voice response (IVR) application as well as possible updates of SFDC data via self-service IVR applications. Supported operations include searching for, updating, inserting, and deleting, SFDC records.
• Screen-pop, i.e., display of relevant SFDC Objects/records synchronized with interaction delivery to the agent. Currently, SFDC Contact and Case records can be displayed in this manner.
• Import of calling lists from SFDC and export of campaign results to SFDC.
• Availability of interaction-processing details in the SFDC Activity History, including the following:
  • ActivityDate
  • CallObject
  • CallType
  • CallDisposition
  • CallDurationInSeconds
  • Description
  • Subject
  • Status
  • SPRecordingOrTranscriptURL__c

• Availability of interaction-processing details in the SFDC Reports (see example below).

• Click-to-call, i.e., the capability to dial contact numbers directly from the SFDC application web pages (identified by the click-to-call icon).

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