Screen pop a Salesforce page

The integration uses the SF_URLPop custom call attribute to screen pop a specific Salesforce page for certain calls. The screen pop could be a standard Salesforce page, a Visualforce page, or a new record page with pre-populated data from the caller’s input. This example uses a Visualforce page. If a new customer calls, that call screen pops a Visualforce page to the agent.

Note: See Format Salesforce URL for new record screen pop for a more advanced example of pre-populating a new record page as part of the screen pop.

Tip: The following procedure relies heavily on CIC configuration. For more information, see the Interaction Attendant or Interaction Designer documentation in the PureConnect Documentation Library.

1. Create custom attributes in any of the following applications:

   • Interaction Attendant

   • Interaction Designer / custom handlers

   Note: This example uses the Set Attribute operation in Interaction Attendant. The information used to set the attribute on the call can come from multiple different places: data dip, caller data entry, workgroup information, a static URL, or a combination of other interaction attributes.

2. Set the Attribute to SF_URLPop.

3. Set the Value to a relative link for the Salesforce page that displays when an incoming interaction contains this custom attribute.

4. In this example, the value is a custom Visualforce page, apex/CustomPage.

   

5. Publish this configuration.
   
   When a call comes in to this Interaction Attendant profile, CIC assigns the custom call attribute of SF_URLPop with a value of apex/CustomPage, which screen pops the custom Visualforce page.