Use Salesforce for Dialpad
    • 18 Apr 2024
    • 4 Minutes to read
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    Use Salesforce for Dialpad

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    Article summary

    The Dialpad for Salesforce integration brings smarter workflows, increased call efficiency, and better customer interactions to Salesforce—so your teams can focus on driving more sales and closing deals faster.

    Let's dive into the details of this integration. 

    Who can use this feature
    The Salesforce integration is free to install but requires a Pro or Enterprise Ai Voice license, or an Ai Contact Center or Ai Sales plan. 
    Dialpad for Salesforce is compatible with both Service and Sales Cloud.  

    Requirements

    To integrate Salesforce and Dialpad, you must:

    • Have an Enterprise or Unlimited edition of Salesforce.
    • Be using the lastest Salesforce package — we're currently on v1.760.
    • Enable API access.

    Note:
    Dialpad does not store Salesforce activities. It only does a real-time fetch to display information using Salesforce APIs.

    Permission sets

    Dialpad for Salesforce offers two permission sets.

    Be sure to review the below details and make sure that you're using the correct permissions.

    Dialpad for Salesforce - Administrator 

    This permission set is intended for Office Admins and Contact Center Admins, as well as those who need access to the 'Dialpad_Lightning' tab.  

    With this permission set, you can manage the following features:

    • Powerdialer list creation and management.
    • List prioritization.
    • Contact Center prioritization.
    • Salesforce settings.

    Dialpad for Salesforce - Standard User 

    This permission set is intended for agents or non-admin users and should be assigned to Contact Center agents who place calls from Salesforce, and to all the users who create and/or modify Accounts, Contacts, Leads, and Opportunity objects in Salesforce.

    With this permission set, agents can access the 'My Dialpad' Tab, where they can see their assigned lists and upcoming records from the Powerdialer.

    If your organization does not use Powerdialer, this permission set is required to ensure proper access to call logging objects and fields.

    Connect Salesforce

    First things first, your Company Admin must enable the Salesforce integration. 

    From the Dialpad Admin portal:

    1. Select My company
    2. Select Integrations
    3. Beside Salesforce, select Options
    4. Select Manage Settings
    5. Check the box beside Enable this feature
    6. Select Save

    For information on Custom Objects, be sure to review this Help Center article. 

    Once Salesforce has been enabled for your company, your Salesforce Admin will need to connect their Salesforce account from the Dialpad app. 

    1. Open any Dialpad conversation
    2. Select the Salesforce widget from the right-hand sidebar
    3. Select Connect to Salesforce
    4. Enter your Salesforce credentials to complete the connection

    Contact matching

    Once you’ve connected your Salesforce account, any time a Salesforce contact matches the Dialpad contact, you'll see their Salesforce details in the Salesforce widget on the right-hand sidebar. 

    Here, you'll see who owns the Salesforce record, open activities, their activity history (completed tasks), and opportunity stage (if applicable). 

    To view the contact in Salesforce, select View Contact.

    Let's go over common contact matching scenarios.

    Create a contact

    New Salesforce contacts can be created from Dialpad at any time.

    To create a contact from the Dialpad app:

    1. Open a one-on-one conversation
    2. Open the right-sidebar
      1. Select the contact's name or select the skinny bar icon
    3. Open the Salesforce widget 
    4. Select Create/Connect to a record
    5. Select Create new record
    6. Select Create Contact
    7. Enter the contact details
    8. Select Save 

    Connect a contact 

    Connecting a Dialpad contact to an existing contact couldn't be easier! Dialpad searches Salesforce for contacts that match either the phone number, email, or contact name of the Dialpad contact. 

    To connect a Dialpad contact to a Salesforce contact:

    1. Open the Salesforce widget 
    2. Select Create/Connect to a record
    3. Select the matching record
    4. Select Connect

    Multiple contact match

    If multiple Salesforce contacts are found, your Dialpad will not automatically be matched to a Salesforce record — you'll need to assign it to the correct one. 

    From the Salesforce widget:

    1. Select Create/Connect to a record
    2. Select the correct contact
    3. Select Connect
      Note
      If none of the contacts listed are correct, you can also use the search bar to find a different contact, or select Create new record to create a new contact.


    Rematch a contact

    Need to change the matched contact? No problem!

    To change (rematch) a contact:

    1. Open the Salesforce widget
    2. Select Rematch
    3. Enter the name or phone number of the contact, then press Enter
    4. Select the desired contact
    5. Select Connect 

    Log a Task 

    No need to switch between Dialpad and Salesforce, you can log Tasks right from the Dialpad app.  

    Tasks are logged as open activities and can be created before or after a call (but not during).

    To log a Task from the Dialpad app:

    1. Select the Salesforce widget 
    2. Click Create Task 
      1. Enter a subject
      2. Enter the Task details
    3. Select Save Activity 

    Your new activity will now appear in the Open Activities section.

    Log a note 

    Notes, also known as Completed Activities, can also be created from the Dialpad app, and are logged during a live call. 

    From the Dialpad app:

    1. Navigate to the conversation 
    2. Open the Salesforce widget
    3. Enter the note details
    4. Select Save activity


    Dialpad for Salesforce on mobile 

    You can also view Salesforce activities on your mobile device.
    From your Contact's profile page, navigate to the Salesforce section.
    Here, you'll see any open and past activities.

    To log a new activity, select the + icon.

    If you enter notes during a call, we'll automatically log them as closed activities. 

    Log a call

    As long as you’ve matched the right contact in Dialpad to Salesforce, all active inbound and outbound calls will automatically log in Salesforce as completed activities.

    Screen_Shot_2018-02-12_at_1.52.32_PM.png

    The activity will be listed with the default title Dialpad Call and basic call info (call duration, call type).

    Record a call or leave a voicemail in Dialpad and we'll automatically log it back to the associated record in Salesforce.

    Note

    If you receive a call from a Dialpad user in your company, the call will not log to your Salesforce.

    Calls placed via desk phones will still automatically log as long as there is a contact match. If multiple contacts are found, you'll need to select the contact before the call is logged.

    Activity history

    Under Activity History, completed tasks will include:

    • Assigned To: The Dialpad user who received/placed the call.
    • Subject: Dialpad Call, inbound/outbound, and call duration.
    • Call Type: The Record's call direction.
    • Call Duration: The Record's call duration (in seconds).
    • Start Date/Due Date: The date the call was received/made.
    Note

    We do not currently log against Type.

    To view all activities in Salesforce, select Show all activities in the Activity History section.
    Make sure you have the latest version of our package installed in your Salesforce instance before you click on the hyperlink.

    Use the following links to install a Salesforce production or Sandbox package. 

    Questions?

    Visit this Help Center article to find answers to frequently asked questions regarding Salesforce for Dialpad.





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