Salesforce Case and Opportunity Logging with Dialpad CTI
- 10 Apr 2024
- 2 Minutes to read
- Print
- DarkLight
- PDF
Salesforce Case and Opportunity Logging with Dialpad CTI
- Updated on 10 Apr 2024
- 2 Minutes to read
- Print
- DarkLight
- PDF
- New
Article Summary
Share feedback
Thanks for sharing your feedback!
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.
Who can use this feature
Dialpad Users with a Pro or Enterprise level Ai Voice, Ai Sales or Contact Center Plan are able to log Salesforce Cases and Opportunities. Users must have the latest managed package from the Salesforce Appexchange installed in their Salesforce instance.
Salesforce CTI Settings
To access the Salesforce CTI Settings, first, head to your Company Settings from Dialpad.com
- Navigate to Integrations
- Navigate to Salesforce
- Select Options
- Select Manage Settings
- Navigate to Salesforce CTI Settings
Configure call logging
Company and Office Admins can configure call logging based on Cases, Opportunities or Any Related Objects.
- Navigate to Salesforce CTI Settings
- Select preference from the Log Calls To drop-down menu
- Select Save
You can configure different Contact Centers to behave differently based on unique requirements.
Tip
Settings configured in this selection will override screen-pop settings in the CTI Softphone layout (if you have defined one in Salesforce). To prevent duplicate activity, calls involving multiple Salesforce(whatid) records will only be logged to the Salesforce case/opportunity record.
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
- Make post-call case logging mandatory
- Enabling screen pop for incoming calls with this setting automatically selects a Case (great for saving your agent's time!)
To log calls to Salesforce Cases:
- Navigate to Log calls to
- Select Salesforce Cases
- Check the boxes beside your preferences
- Select Save
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.
Log calls to Salesforce Opportunities
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.
- Make post-call Opportunity logging mandatory
- Enabling screen pop for incoming calls with this setting automatically selects a Case (great for saving your agent's time!)
To log calls to Salesforce Opportunities:
- Navigate to Log calls to
- Select Salesforce Opportunities
- Check the boxes beside your preferences
- Select Save
You have the flexibility to define criteria in Salesforce, to be used by Dialpad to arrive at the list of records to be presented.
Frequently asked questions
Is the subject line of the Salesforce call log activity record customizable?
No, the subject line of the call log activity record is not customizable.
Was this article helpful?
