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How the Salesforce Object Routing Connector works with Salesforce

Salesforce receives incoming messages of various media types (chat, email, web form), creates cases for them, and routes the cases to queues. These queues are large undifferentiated buckets of cases. The cases sit in these queues until an agent processes them.

The Salesforce Object Routing Connector optimizes this process by placing email cases (Email-to-Case) in differentiated buckets (workgroups) to which you assign agents. The connector accomplishes this optimization by routing interactions through the CIC server. This routing allows the connector to take advantage of CIC’s ACD engine and its intelligent queuing capability.

Note: The Salesforce Object Routing Connector only supports using a single CIC server with a single Salesforce organization. However, you can set up a second CIC server for switchover support.

For interactions to be created and routed to a case:

  • The case associated with the interaction must appear in a queue specified on the Interaction Routing Queues tab.

  • The case must be new or updated.

  • For updated cases, one of the following must occur:

    • The case owner changed.

    • The case queue changed to a queue specified on the Interaction Routing Queues tab.

    • Someone other than the case owner added a comment.

    • An email response is received for the case.

To route the interactions to the CIC server, the connector uses Salesforce’s native triggers, custom objects, and PushTopics in a managed package. The connector listens to queues in Salesforce for new or updated cases, and routes any incoming messages from that queue to the named workgroup in CIC. A message then pops up in the Salesforce interface for an agent in this particular workgroup.

The connector can route messages with designated required skills (for example, language or product knowledge). Agents in the workgroup who have the skills then receive these messages.

Note: Because the solution uses an email message as a container, the agent must respond to the case using the screen pop, not the email interaction form.