Customization Tasks

Optional tasks include Omni-channel set up and creating quick replies.

Manage General Agent for Salesforce Settings

You can modify the maximum number of people allowed in a single call and change whether agents are able to delete commitments.

1. Click the app selector and select ACD.

2. Go to ACD Configuration > Business Units.

3. In the Details tab, click Edit.
4. Scroll down to the Agent for Salesforce section.
5. If you need to change your Maximum Number of Conference Parties (including Agent), select a number from the drop-down.
6. If you want to change whether your agents can delete callback commitments and whether notes are required, set the Delete Commitments field to Can't Remove, Can Remove - With Notes, or Can Remove - Without Notes.
7. Click Done.

Configure Screen Pops

You can configure and customize screen pops, or windows of information about the contact with whom the agent is currently connected, by creating a query using NICE CXone IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script variables and specifying certain settings in your Salesforce SoftPhone Layout and data mapping.

A screen pop goes through four phases:

• The NICE CXone IVR/ACD System that recognizes, routes, and connects contacts to available agents based on skill and priority. system receives a call.
• The system delivers the call to an agent with query control variables.
• The Salesforce Extension performs a query of contact records using the variables.
• The Salesforce Extension opens a page unless you configure it not to. You might choose to have no action occur in situations where the query returns no matches.

1. Configure the Softphone Layout in Salesforce. Specify:

   • Which objects the script will search for the contact's information when an agent receives an inbound call.
   • The action that occurs when a query returns one record, multiple records, and no records.
   • The fields that appear in the softphone A software program for making telephone calls over the Internet using a computer instead of a telephone. when a single match is found.

2. Create a script in Studio that opens an existing Salesforce case number for the contact. The script should search for the case and, if the case exists, deliver the number and the call metadata to the Salesforce Extension. If the case number does not exist, the script should send the caller’s phone number (ANI Also known as caller ID. Listed phone number of an incoming voice call.) to the extension, which searches for and opens the caller's contact record.

3. Create the controlled variables for the script to send to the extension. To do so, use Studio to set the ScreenPop property to TRUE (see the Assign script action for more information) and use one or both of the following methods to create controlled variable queries:

   1. sfdc# variables for simple queries

      For sfdc# variables, # is a number from 0-9. These variables identify portions of the query and have the syntax object.field>value.

      If you use multiple sfdc# variables, you must combine them into a single query. Group variables that apply to the same object as "AND" queries, or queries where all conditions must be true for a record to be a match.

       

      Example 1:

      If the IVR script sends the following variables:

      sfdc0=case.priority>high
      sfdc1=case.isclosed>false
      sfdc2=case.contactid>00330000018BBL3

      The extension runs the following SOQL query:

      SELECT id FROM case WHERE priority=high AND isclosed=false AND contactid=00330000018BBL3

      The query finds all open, high-priority cases that belong to a specific contact in Salesforce.

       

      Example 2:

      If the IVR script sends the following variables:

      sfdc0=case.priority>high
      sfdc1=case.isclosed>false
      sfdc2=case.contactid>00330000018BBL3
      sfdc3=activity.whoid>00330000018BBL3

      The extension runs the following two SOQL queries:

      SELECT id FROM case WHERE priority=high AND isclosed=false AND contactid=00330000018BBL3
      SELECT id FROM activity WHERE whoid=00330000018BBL3

      The query finds all open, high-priority cases that to a specific contact and all activity history records belonging to that same contact.

   2. sfdcquery# variables for complex queries

      For sfdcquery# variables, # is a number from 0-9. These variables are simple strings that are independent from one another and specify a full SOQL query.

      When you configure the SoftPhone Layout so that the extension displays a search results page when the query returns multiple matches, and multiple sfdcquery# variables that specify different queries that return one or more matches, the extension combines all the matches into a single results page.

      When you use sfdcquery# and sfdc# variables at the same time, both types run queries.

      Example 1:

      If the IVR script sends the following variables:

      sfdcquery0="SELECT id FROM opportunity WHERE accountid=0013000000VKCU9"

      The extension runs the following SOQL query:

      SELECT id FROM opportunity WHERE accountid=0013000000VKCU9

      Example 2:

      If the IVR script sends the following variables:

      sfdcquery0="SELECT id FROM opportunity WHERE ACCOUNTID=0013000000VKCU9"
      sfdcQUERY2="SELECT id FROM openactivity WHERE accountid=0013000000VKCU9 AND isclosed=false"

      The extension runs the following SOQL queries:

      SELECT id FROM opportunity accountid=0013000000VKCU9
      SELECT id FROM openactivity WHERE accountid=0013000000VKCU9 AND isclosed=false

      The query finds all opportunities assigned to the account and all non-closed open activity objects assigned to the account. The results from both queries are displayed.

      Example 3:

      If the IVR script sends the following variables:

      sfdc0="case.priority>high"
      sfdc1="case.isclosed>false"
      sfdc2="case.contactid>00330000018BBL3"
      sfdc3="activity.whoid>00330000018BBL3"
      sfdcquery0="SELECT id FROM opportunity WHERE accountid=0013000000VKCU9"
      sfdcquery2="SELECT id FROM openactivity WHERE accountid=0013000000VKCU9 AND isclosed=false"

      The extension runs the following queries:

      SELECT id FROM case WHERE priority=high AND isclosed=false AND contactid=00330000018BBL3
      SELECT id FROM activity WHERE whoid=00330000018BBL3
      SELECT id FROM opportunity WHERE accountid=0013000000VKCU9
      SELECT id FROM openactivity WHERE accountid=0013000000VKCU9 AND isclosed=false

      The query finds all high-priority, open cases for the identified contact, all activity records assigned to the contact, all opportunity records assigned to the identified account, and all non-closed open activity records that are assigned to the identified account. The results appear in the way you requested in your SoftPhone Layout settings.

   If you do not create query variables, Agent for Salesforce runs a default query, or a query that searches for objects listed in the Salesforce SoftPhone Layout configuration. Agent for Salesforce runs the default query for the ANI in the phone number fields of these objects.

   All variables supplied by the script are passed to the VisualForce page as a query string, including query variables and all other published variables. Salesforce stores all published variables in a custom field on the User object where custom JavaScript code, VisualForce, and Apex pages can access them.
   

   While custom fields can be accessed by custom code, you should only read from them. You should not update or delete them. This can cause unexpected behavior in Agent for Salesforce.

4. In Studio, set the ScreenPopSource property of the Reqagent script action to Default from Skill.

5. In CXone, enable the Use Screen Pops option for each ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to run the query. For more information, see Configure Screen Pops.

Configure Custom Buttons

Salesforce allows you to customize the agent’s experience inside the application; for instance, you may want to configure a custom button in Salesforce to allow agents to open a certain page. However, when CXone integrates with Salesforce, you must consider certain pieces of logic and information from the CXone platform before making customizations. This capability allows you to create any logic in the IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script needed to capture, retrieve, or generate information or metadata about a contact and use it to drive a customized experience within Salesforce while keeping elements of the actual customized experience within Salesforce. This means that you should assign variables to the information or metadata you want to send to Salesforce and publish them. To publish them, you must set the variable ScreenPop property to TRUE. The Salesforce Extension stores these variables as a pipe-delimited list in a custom field on the user object, and they are available to any custom code in the Salesforce environment. A sample use case with code follows the task instructions.

1. Create a custom button and add it to your page layout. For instance, on the Contact object and page layout. The button could be configured to Execute JavaScript.

2. Create code that can access NICE CXone variables from the User.Custom_Screenpop_c field. The following code shows how to access data in this field and parse it into a collection of variable names and values for use in your JavaScript.

   {!REQUIRESCRIPT("/soap/ajax/20.0/connection.js")}
   // get the contents of the field
   var userVal = "{!User.Custom_Screenpop__c}";
   // create an array that splits on the “|” symbol
   var splitVals = userVal.split("|");
   
   // each element of the splitVals array will be in the
   // format of “varName=value”, where “varName” is the variable
   // name published from NICE CXone .

3. Publish variables from the IVR script that you want to use in the JavaScript code.

Customize the Interface with Studio Actions

You can use Studio actions like Indicate, Messages, Page, and Runapp to customize the Agent for Salesforce interface and help guide agents through calls.

• You can use the Indicate action to allow agents to launch hard-coded links to web pages or applications. These can be common references or resources that agents can quickly access directly from the Agent for Salesforce interface. You can also use the Indicate action to generate a custom button that agents can click to open a web page. When a call is active, the button appears at the bottom of the phone control panel if you choose an agent handling a contact as your recipient. Choosing any other recipient causes the button to appear at the top of Agent for Salesforce.

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• You can use the Messages action to configure an agent message to appear in the top bar of Agent for Salesforce and in the Messages window. You can send a message to a single agent, a team, all agents, or a skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. An icon in the marquee displays the number of messages.

  You can also create a message in CXone by setting up Agent Messages.

• You can use the Page action to automatically open pages you create in Studio as certain events occur in Agent for Salesforce.
• You can use the Runapp action to automatically open a web page when a certain action occurs. Salesforce pages open according to your SoftPhone Layout settings. If the button opens an external web page, these settings are disregarded and the page opens in a new window.

Locale Settings

The locale setting in Salesforce controls how Agent for Salesforce displays numbers, currency, and dates. To modify the format of dates and numbers according to your location, you must modify the Locale setting for the user in Salesforce. These settings also allow you to enable localization for Agent for Salesforce. The user language selection in Salesforce controls the language selection for Agent for Salesforce, but you must enable languages for users to apply them. Salesforce supports the following languages:

• Chinese (Simplified)
• Chinese (Traditional)
• English
• French
• German
• Italian
• Japanese
• Korean
• Portuguese
• Russian
• Spanish

1. Click Setup in the upper right corner.

2. Use the Search box to search for Manage Users, then click Users.

3. Click Edit next to the user you want to modify. Do not click the Full Name.

4. In Locale Settings, update the Locale and Language fields to the preferred locale and language.

5. Click Save.

Enable Service Cloud User

Enabling the Service Cloud User positions the agent interface as a minimized bar in the lower right corner of the screen. The bar flashes to indicate an incoming contact.

1. Click the drop-down arrow next to your username and select Setup.

2. Use the Search box to search for Manage Users, then click Users.

3. Click Add or edit users and set user quotas.

4. Click Edit next to the user you want to enable with Service Cloud User. Do not click the Full Name.

5. Select the checkbox next to Service Cloud User.

6. Click Save.

Enable Personal Connection

1. Contact your CXone Account Representative to enable PC in your business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment.
2. Create a PC outbound phone ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge in CXone. Enable screen pops in the skill and assign the skill to the agents who will use PC.
3. Upload a calling list in CXone or through Proactive XS. Generate your call lists with the Salesforce IDs to enable generating screen pops from a unique external ID rather than through the default ANI Also known as caller ID. Listed phone number of an incoming voice call. query in Salesforce. Alternately, you can also use query variables in your IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. script to control what the Agent for Salesforce searches for in the query.
4. Go into Skill Control in CXone and start the PC skill. The agent must opt in to begin PC dialing.

Upload a Custom Ring Tone

The maximum file size you can upload is based on your Salesforce file settings. Generally, the maximum size is between 2MB to 25MB. The larger the file size, the more impact it will have on performance when your agents receive a call. The default ring tones are 3 KB.

1. Click App Launcher (indicated by a dot grid) and search for Files.

2. Click Libraries > Asset Library > Upload Asset File.

3. Click Upload File and select the MP3 file to upload. Click OK.

4. In the Asset Name field, assign a unique name to the ring tone. In the API Name field, assign a unique name beginning with "Ring". Click Save.
5. Instruct your agents to select the new ring tone.

Display Text or Icons

You can select whether the agent interface displays text or icons. If icons are enabled, the agents can hover over the icon to see the related text.

1. In Salesforce Classic, click the All Tabs icon (indicated by a blue plus sign).

2. If you are using Salesforce Classic, click Agent for Salesforce Settings.

   If using the Lightning Experience, click the App Launcher icon (indicated by a grid of dots) > View All > Salesforce Agent Settings.

3. In the Display Text or Icons on Buttons and Labels field, select Display Text or Display Icons.

4. Click Save. The changes will display when agent's refresh their pages.