Salesforce Case and Opportunity Logging with Dialpad CTI

Calls received via the Dialpad CTI in Salesforce Lightning can be logged to Salesforce Cases & Opportunities, ensuring nothing slips through the cracks in Salesforce call activity history.  

Let's go over how this feature works. 

  

Salesforce CTI Settings

To access the Salesforce CTI Settings, first, head to your Company Settings from Dialpad.com 

  1. Navigate to Integrations
  2. Navigate to Salesforce
  3. Select Options
  4. Select Manage Settingscomppany_integrations.png
  5. Navigate to Salesforce CTI SettingsSF_CTI_Settings.png

Configure Call Logging

Company and Office Admins can configure call logging based on Cases, Opportunities or Any Related Objects. 

  1. Navigate to Salesforce CTI Settings
  2. Select preference from the Log Calls To drop-down menu
  3. Select Save

SF_log_calls_to_objects_cases.png

You can configure different call centers to behave differently based on unique requirements.

 

Log Calls to Salesforce Cases

When logging calls to Salesforce cases, you can choose to: 

  • Automatically track missed calls with voicemails as cases in your connected Salesforce system, configured by Agent, or by Salesforce Queue.
    • Available for both personal lines & contact center lines. Only queues that support CASE objects will be prompted for selection.
  • Set case screenpop for incoming calls
  • Click-to-call from the Case record page

Select 'Salesforce Cases' as the log option, and check the boxes beside your preference.

log_case_preferance.png

You have the flexibility to define criteria in Salesforce, to be used by Dialpad to arrive at the (list of) cases to be presented. Remember the agent will also be able to ignore the cases presented & create a new case from the CTI to have the call automatically associated with the new case record.

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Log Calls to Salesforce Opportunites

When logging calls to Salesforce Opportunities, you can choose to: 

  • Automatically associate calls initiated using click-to-call from the Salesforce opportunity details page to the opportunity record 
  • Present a list of opportunities to the contact center agent on receiving an incoming call & automatically associate the call to the correct opportunity record. 

Select 'Salesforce Opportunities' as the log option, and check the boxes beside your preference.SF_Opportunity_Logging.png

You have the flexibility to define criteria in Salesforce, to be used by Dialpad to arrive at the list of records to be presented.

sfnew5.png

 

 

 

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