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Add queues to monitor for the Salesforce Object Routing Connector

After you have installed the Interaction Routing Queues tab, map Salesforce queue names to CIC workgroup names. To map names, add Salesforce queue names and CIC workgroup names to the Interaction Routing Queues tab. The Salesforce Object Routing Connector monitors these Salesforce queues for cases and then routes the cases to these CIC workgroups.

Note: When using two Salesforce organizations, each organization must use different queue names in Salesforce and different workgroup names in CIC. Also, CIC workgroup members cannot belong to both organizations.

To add Salesforce queue names and CIC workgroup names in Salesforce:

  1. Click Interaction Routing Queues.

  2. Click New.

  3. In the Salesforce Queue Name text box, add the name of an existing Salesforce queue. The name of the queue input in the Salesforce Queue Name text box must match the name of an existing queue in Salesforce. The matching is case-sensitive.

  4. In the CIC Workgroup Name text box, add the name of an existing CIC workgroup.

    The name of the workgroup input in the CIC Workgroup Name text box must match the name of an existing workgroup in CIC. The matching is case-sensitive.

    Note: Specify the workgroup on the CIC server as an ACD workgroup so that cases are routed based on certain criteria such as the agents’ availability or skills. Also, configure the workgroup so that members in the workgroup are able to accept email interactions.

  5. Leave the QueueID text box blank.

    The QueueID text box automatically populates with the ID of the Salesforce Queue Name when you click Save.

  6. Click Save.