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The Data Connector applet retrieves data from or sends data to Salesforce, an external web service, or a client's bespoke system. This data is then available in the form of a Data Source for use in subsequent applets in the interaction plan:
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Using the standard Salesforce interface, the Data Connector applet compares a single value that you specify—CLID, value in a previously found data source, or value entered in an IVR slot—to the value of a specified field of a specified object in Salesforce. If a match or matches are found, the applet retrieves the values of selected fields from the record or records and makes them available as Data Sources in the form Object Name | Field Name n. For example, you can configure the applet to use an account number stored in a data source to compare to the Account Number field of an Account object in Salesforce and find one or more records. If there is a match or matches, you can specify that the applet must retrieve data from the Customer Type field on the found record or records in Salesforce. For more information about retrieving data from Salesforce, see Retrieving data from Salesforce. If enabled for your Vonage Contact Center account, you can also create and update object records in Salesforce using the Data Connector applet—the applet uses the values you specify to populate the fields you choose, on the record you want to create or update. After a successful creation or update the applet makes the ID of the created or updated record available for subsequent applets in a data source. For information about creating or updating Salesforce records, see Creating a Salesforce record and Updating a Salesforce record. Salesforce Object Query Language (SOQL)Using the Salesforce interface you can use Salesforce Object Query Language (SOQL) to perform more complex queries to retrieve data from multiple objects, using multiple search criteria. You can retrieve almost any Salesforce data using any SOQL query that you can use in Salesforce itself. For information about using the advanced Salesforce interface, see Retrieving data from Salesforce using Salesforce Object Query Language (SOQL). You cannot create Salesforce records using SOQL. |
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Using the standard Dynamics 365 interface, the Data Connector applet compares a value in a previously found data source to the value of a specified field of a specified object in Dynamics 365. If a match or matches are found, the applet retrieves the values of selected fields from the record or records and makes them available as Data Sources in the form Object Name | Field Name n. For example, you can configure the applet to use an account number stored in a data source to compare to the Account Number field of an Account object in Dynamics 365 and find one or more records. If there is a match or matches, you can specify that the applet must retrieve data from the Customer Type field on the found record or records in Dynamics 365. For more information about retrieving data from Dynamics 365, see Retrieving data from Microsoft Dynamics 365an integrated and linked CRM system. If enabled for your Vonage Contact Center account, you can also create and update object records in Dynamics 365 using the Data Connector applet—the applet uses the values you specify to populate the fields you choose, on the record you want to create or update. After a successful creation or update the applet makes the ID of the created or updated record available for subsequent applets in a data source. For information about creating or updating Dynamics 365 records, see Creating a Microsoft Dynamics 365 record in an integrated and linked CRM system and Updating a Microsoft Dynamics 365 recordrecord in an integrated and linked CRM system. |
Omni-Channel flows for SCV
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For information about creating Dynamics 365 records, see Creating a Microsoft Dynamics 365 recordrecord in an integrated and linked CRM system.
| Field | Options | Description | ||
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| Object | List of available Dynamics 365 objects | The Dynamics 365 object that you want to create. Select the name of the object to create. Add Field appears. | ||
| Add Field | List of fields available for the selected object | The field in the Dynamics 365 object that you want to populate. Select the name of the field. The field is added to a table. Source appear.
Use Add Field to add as many fields as you want to populate. Each time you select the name of a field a new row is added to the table with corresponding Source field. | ||
| Source | List of available data sources | The specific source of the information you want to populate the field with. Select the data source. |
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For information about updating MS Dynamics records, see Updating a Microsoft Dynamics 365 recordrecord in an integrated and linked CRM system.
| Section | Field | Description | ||
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| Object | The Object list contains the available Dynamics 365 objects. Click the object you want to update. The ID Field and Add Field list appears. | |||
Object ID Field
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| Field Name | Field Name is ID. Use the Source field to identify the source of the data for this field. | |||
| Source | The source of the data. Click the data source that contains the data for the field. | |||
| Add Field | The Add Field list contains the fields available on the selected object. Click the field you want to populate. The Fields to Populate section appears. Use Add Field to add and populate as many fields on the selected Dynamics 365 object as you want. | |||
| Fields to Populate | ||||
| Field Name | Contains the selected field. Use the Source field to identify the source of the data for this field. | |||
| Source | The source of the data. Click the data source that contains the data for the field. | |||
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| Field | Options | Description |
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| Successful Action | List of available applets | The applet that the call is routed to if the Data Connector is successful:
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| Multiple Salesforce Matches / Multiple Matches | List of available applets | The applet that the call is routed to if the applet finds multiple matches for the chosen object in Salesforce or Dynamics 365. This field is only available if you select the Salesforce or MS Dynamics interface and is unavailable if you select Retrieve Multiple Records. |
| No Salesforce Match / No Match | List of available applets | The applet that the call is routed to if the applet finds no match for the chosen object in Salesforce or Dynamics 365. This field is only available if you select the Salesforce or MS Dynamics interface. |
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