Screen pop a Salesforce search result

The integration uses the SF_SearchValue custom call attribute to screen pop a Salesforce search result for certain calls. The search can be for a case number, phone number, contact name, and so on. The behavior for no matching records or multiple matches respects screen pop settings defined in the Softphone layout in Salesforce. This example uses a customer case number. If a customer calls about an existing case, the incoming call screen pops the case record to the agent.

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 locations: data dip, caller data entry, workgroup information, a static value, or a combination of other interaction attributes.

2. Set the Attribute to SF_SearchValue.

3. Set the Value to the value searched in Salesforce when this custom attribute is defined on an incoming interaction.

   Note: Use this value to search for matching records in Salesforce. Examples include phone number or account number.

   In this example, the value is the case number, 00001007.

   

4. Publish this configuration.

   When a call comes in to this profile, Interaction Attendant assigns a value of 00001007 to the SF_SearchValue custom call attribute. Once routed to an agent, the alerting call screen pops the case in Salesforce.