Workflow for the Salesforce Object Routing Connector

The following is a common workflow using the object routing connector.

1. A customer sends an email.

   1. Salesforce receives the email and creates a case.

   2. The managed package detects the newly added case. If the case is in one of the monitored Salesforce queues, the managed package adds the case to a routing table.

2. The managed package alerts the connector of the new entry in the routing table. The managed package forwards information about the case, the CIC workgroup that the case is assigned to, and the skills for the interaction.

3. The connector raises a custom notification, which fires a handler on the CIC server. The handler creates the email interaction and assigns it to the CIC workgroup.

4. The ACD engine routes this email interaction to an agent who is using a Salesforce integration. The integration screen pops the case in the agent’s browser.

5. IceLib notifies the connector that an interaction was successfully created.

6. The connector marks the entry in the routing table in Salesforce as processed.

7. The agent replies to the customer within Salesforce.

8. The managed package adds the updated case to the routing table and alerts the connector of the new entry in the routing table. The managed package forwards information about the case, the CIC workgroup that the case is assigned to, and the skills for the interaction.

9. The connector detects the reply and tells IceLib to disconnect the interaction (if EnableAutoDisconnectOnReply is selected in the connector configuration).

10. The connector marks the entry in the routing table in Salesforce as processed.