Salesforce Case/Opportunity Logging using Dialpad CTI

 

Associate calls taken using Dialpad CTI in Salesforce Lightning to Salesforce Cases & Opportunities to make sure none of your calls get lost in Salesforce call activity history. 

Your company/office admin can use the following settings to indicate whether to log calls to cases or opportunities.

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

 

Log Calls to Salesforce Cases

If you select to log calls to Salesforce cases, you will get to configure more options as shown here:

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You can choose to: 

  • Automatically track missed calls (with voicemails) as cases in your connected Salesforce system 
  • Automatically associate calls initiated using click-to-call from salesforce case details page to the case record 
  • Present a list of cases (or one specific case) to the contact center agent on receiving an incoming call & automatically associate the call to the correct case record. You will 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

If you select to log calls to Salesforce opportunities, you will get to configure more options as shown here:

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You can choose to: 

  • Automatically associate calls initiated using click-to-call from 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. You will have the flexibility to define criteria in Salesforce, to be used by Dialpad to arrive at the list of records to be presented.

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