...
Link the agent to their Salesforce user record. For information about linking an agent to their Salesforce user record, see Setting up NewVoiceMedia agents in Salesforce 230570230.
Add the agent as a NewVoiceMedia call center user. For information about adding an agent as a NewVoiceMedia call center user, see Setting up NewVoiceMedia agents in Salesforce230570230. You can alternatively add a batch of agents as call center users. For information about adding multiple agents, see Setting up NewVoiceMedia agents in Salesforce230570230.
Info |
---|
If enabled for your account, you can create NewVoiceMedia user accounts based on existing Salesforce users. For information about creating NVM users from Salesforce, see Creating NewVoiceMedia user accounts for existing Salesforce users. |
...
- The agent's ID. This links the NewVoiceMedia agent with their Salesforce user record.
The call center that the agent will use. This makes ContactPad appear in Salesforce and connects Salesforce to the required call center. For information about specifying the call center that the agent will use, see Setting up NewVoiceMedia agents in Salesforce 230570230.
How do I link the NewVoiceMedia agent to their Salesforce user record?
...
- Go to Users within Setup in Salesforce.
Alongside the user record for the agent you want to enable NewVoiceMedia for, click Edit. User Edit appears.
Scroll to the Additional Information section and type the user's agent ID in the NVM Agent Id field.
Note If you cannot see the NVM Agent Id field, you are either not using the correct page layout, or the page layout does not have this field. For information on assigning the required page layout or on adding the field to the page layout, see Setting up NewVoiceMedia agents in Salesforce or Setting up NewVoiceMedia agents in Salesforce 230570230 or 230570230.
Click Save.
- Click Save.
Your NewVoiceMedia agent is now linked to their Salesforce user record.
...
Expand | ||
---|---|---|
To use NewVoiceMedia in Salesforce, a NewVoiceMedia agent must have a corresponding Salesforce user record. This enables NewVoiceMedia to update Salesforce records with agent actions. To link the NewVoiceMedia agent with their Salesforce user record, add the agent's user ID to their user record in a field called NVM Agent Id. For information about adding an agent's ID to their user record, see Setting up NewVoiceMedia agents in Salesforce230570230. To add the agent's ID, you must make the NVM Agent Id field available on their user record.
To add NVM Agent Id to your User page layout, perform the following steps.
To use this field, you must now assign the page layout to different user profiles. For information on how to assign page layouts, see Setting up NewVoiceMedia agents in Salesforce230570230. |
Assigning User page layout
Expand | ||||
---|---|---|---|---|
A user's profile determines which page layout or layouts a NewVoiceMedia user sees in different areas of Salesforce. You can assign appropriate page layouts to profiles. To assign page layouts to user profiles, perform the following steps.
|
...
- The agent's ID. This links the NewVoiceMedia agent with their Salesforce user record. For information about linking the NewVoiceMedia agent to their Salesforce user record, see Setting up NewVoiceMedia agents in Salesforce 230570230.
The call center that the agent will use. This makes ContactPad appear in Salesforce and connects Salesforce to the required call center.
...
- Go to Users within Setup in Salesforce.
- Alongside the user record for the agent you want to enable NewVoiceMedia for, click Edit. User Edit appears.
Scroll to the Call Center field and click the search icon next to the field.
Info If you have already added this agent as a call center user, skip to step 5.
Lookup appears in a new browser window.
- Click NewVoiceMedia For Salesforce to set the call center for this user to NewVoiceMedia.
- Click Save.
...
- Go to Call Centers in Setup in Salesforce.
- In the list of call centers, click NewVoiceMedia for Salesforce. The call center record appears.
- In the Call Center Users section, click Manage Call Center Users. NewVoiceMedia for Salesforce: Manage Users appears.
- Click Add More Users. NewVoiceMedia For Salesforce: Search for New Users appears.
Using the search form, select search criteria to locate the agents you want to add. Alternatively leave all filters blank to find all agents, other than any who are already listed as call center users.
Click Find. The search results appear below the search form.
Select all agents in the search results that you want to add, and click Add to Call Center.
The agents are listed as a call center users.