- Contents
PureConnect for Salesforce
Salesforce Integrations Comparison Matrix
This matrix is intended to provide an “at a glance” comparison of features available across our Salesforce integration products. It is not intended in any way to replace full product documentation. That documentation will have important details about prerequisites, constraints, or other factors which may affect the availability of a feature. In the event of any discrepancies between the full product documentation and this chart, then the full product documentation should be considered the accurate source.
Some of the items in this matrix are indicated as roadmap items that will be available in the future. The roadmap is based on our current planning and resourcing, but it is ultimately subject to change. Customers' purchasing decisions should be based on currently available features.
This matrix describes CIC for Salesforce only. Although, CIC for Salesforce and PureCloud for Salesforce share a common code base, they are separate products with separate feature sets. Please do not assume that features in one are available in the other.
Matrix Legend
- YES - This feature is available.
- ON ROADMAP - This feature is not presently available. We currently plan for this feature to be available in the future.
- ROADMAP? - This feature is not presently available. We currently are unsure of the customer demand for this feature. If a feature is in this status and you or your organization is interested in this feature, then please click on the icon to see the corresponding idea in the ideas.inin.com site, vote for it, and add your comment.
- NO - This feature is not presently available. We currently do not expect to have this feature in the future.
Note: Salesforce Web edition integration was last released in CIC 2017 R1 and will no longer be updated. See the Legacy Salesforce Integrations help for details.
|
Feature |
Salesforce Web |
PureConnect for Salesforce |
|
Salesforce Lightning Experience support |
NO |
YES |
|
100% Web-Based Integration |
YES |
YES |
|
Uses Salesforce-supported APIs |
YES |
YES |
|
Allows side-by-side use with a CIC desktop client |
NO |
YES |
|
Allows side-by-side use with a CIC web client |
NO |
YES |
|
Supported in CaaS environments |
YES |
YES |
|
Switchover support |
YES |
YES |
|
Single Sign-On (SSO) |
NO |
YES |
|
Citrix support (See documentation for specific versions we have tested against) |
NO |
YES |
| Call Actions | ||
|
Standard call actions (pick up, hold, mute, transfer, disconnect) |
YES |
YES |
| Conference together interactions |
YES |
YES |
| Wrap up code support |
YES |
YES |
| Record call actions |
YES |
YES |
| Send to voicemail call action |
YES |
YES |
| Secure pause call action |
YES |
YES |
| Listen call action |
YES |
ROADMAP? |
| Make private call action |
YES |
ROADMAP? |
| Request assistance |
YES |
YES |
| Speed dial |
NO |
ON ROADMAP |
| Voicemail access |
YES |
YES |
| Interaction Types | ||
|
Call interaction type |
YES |
YES |
| Salesforce object routing (Email2Case and Web2Case) interaction type |
YES |
YES |
| Callback interaction type |
YES |
YES |
| Generic object interaction type |
YES |
YES |
| Web chat interaction type |
YES |
YES |
| Email interaction type |
YES |
YES |
| Route Salesforce Live Agent chats (Not currently possible because of limitations around Salesforce's API.) |
NO |
NO |
| Call Logs and Attributes | ||
|
Store call logs on Salesforce activity record |
YES |
YES |
| Store additional mapped call log fields on Salesforce activity record |
YES |
YES |
| Customize call attributes that display in softphone |
YES |
YES |
| Outbound Calls | ||
|
Click-to-dial from phone numbers within Salesforce |
YES |
YES |
| Manual outbound dialing |
YES |
YES |
| DTMF (Allows agents to navigate IVR systems) |
YES |
YES |
| Outbound calls on behalf of workgroup |
YES |
YES |
| Interaction Dialer support |
NO |
YES |
| Screen Pop | ||
|
Screen pop to Salesforce object, Visualforce page, search page, or new record based on ANI |
YES |
YES |
| Screen pop to Salesforce object based on custom call attribute |
YES |
YES |
| Agent receives original screen pop on blind transfer |
YES |
YES |
| Agent receives original agent's workspace on transfer |
NO |
NO |
| Agent receives original screen pop on warm transfer |
NO |
ROADMAP? |
| Other | ||
|
Detachable softphone console in Service Cloud |
NO |
YES |
| Interaction alerting sounds |
YES |
YES |
| Show disconnected interactions |
YES |
YES |
| Workgroup statistics (via open source solution) |
YES |
YES |
| Forward configuration |
YES |
YES |
| Agent directory lookup |
YES |
YES |
| Follow me configuration |
YES |
ON ROADMAP |
| Desktop alerts (toast) |
YES |
YES |
| View workgroup queue activation |
YES |
YES |
| Call monitoring for supervisors |
NO |
NO |