Overview: Interaction SFDC tab
(App)

This article provides an overview of the SFDC tab on interactions in App.

The SFDC (Salesforce.com) tab is a standard tab available to agents within a live interaction. 

In this article

Overview

The SFDC Tab is a standard tab available to agents within a live interaction. Once the tab is enabled,  it appears in the Small Tabs Panel as the Salesforce cloud icon. 

Even though this is a standard tab configurable for any queue, your admin must first create the Salesforce integration connection for your business’ account, then configure the queue to have this tab enabled so that you can execute Salesforce lookups to locate various types of records while on an interaction.

When opening the SFDC tab, you are presented with a record type menu as well as a Search field. To run a search, you are only required to enter search criteria into the Search field. Use the Search field in conjunction with the record type menu to narrow the results down even further. Once you have run a search, the available records populate below the Search field. 

From the search result records, you can link the existing record to the active interaction by clicking the chain link icon.

Visual breakdown

• SFDC tab (A): The SFDC tab opens the Salesforce lookup workspace within an active interaction. From this workspace, you can directly interact with your business’ Salesforce account and link interactions managed in the system to existing Salesforce records. 

• Record type menu (B):  The record type menu gives you the ability to select which type of record information you are looking for when searching your Salesforce records.

a. Accounts: The Accounts menu option gives you the ability to search for a specific, active account for one of your clients. Accounts are classified as businesses and generally contain contacts as well as an activity history. 

b. Contacts: The Contacts menu option gives you the ability to search for a specific person and their contact information, including the business they work for, their email address, and their phone number. To be stored in Salesforce as a Contact, a person must be connected to an Account.

c. Leads: The Leads menu option gives you the ability to search for persons that have been identified as key contacts that could become potential customers. These are people who have typically not been contacted yet and may or may not be attached to an Account.

d. Case: The Case menu option gives you the ability to search for a case (or ticket) number related to a service request. 

e. Opportunity: The Opportunity menu option gives you the ability to search for an account identified as a potential customer or contract. A Lead evolves into an Opportunity as the relationship is built between the initial Lead person of contact and your business. 

• Search field (C): The Search field gives you the ability to enter a specific name, case number, business, or phone number that you are interested in locating Salesforce records for. 

• Salesforce record (D): Salesforce records populate based on the search criteria entered either in the Search field or in both the Search field and the record type menu. Depending on the record type and how your business manages records in Salesforce, the data displayed varies.

a. Accounts records: These records display the business name, the phone number associated with the account, and may include a contact person if available. 

b. Contacts records: These records display the name of the business that the contact is associated with as well as the contacts name, email address, and phone number if available.

c. Leads records: These records display a person’s name, their phone number and email address, and may include the business in which they are associated with if available.

d. Case records: These records display the case (ticket) number, the Contact who initiated the case, and the email address for that person.   

e. Opportunity records: These records display the Account, or business, identified as a potential customer. 

• Link button (E): The link button gives you the ability to create a connection between the active interaction you are engaging in to a Salesforce record from your business’ account. This connection adds to the activity history of the Salesforce record and can then be reviewed and monitored in the future.