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Printable version of the checklist: ConfiguringConnectConfiguring Connect.pdf

Must-do tasks

For new installations, to prepare all versions of Connect you must perform the following tasks:

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To ensure that Connect can access ContactWorld, you must configure some settings in Salesforce. For information about configuring custom settings required by Connect, see Creating or editing custom settings for Connect.

Image Modified2. Add Connect to

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Salesforce apps

After you install Connect, you must make Connect available to agents to use. How you make Connect available depends on whether you are using Salesforce Classic apps, Salesforce Lightning Experience apps, or both.
For information about adding Connect to your home page, see Salesforce Classic apps, see Adding Connect to your home page.

Image Removed3. Add Connect to Service Cloud

To use Connect in a Salesforce console, you must first create a new custom console component, and then add the component to the console. Using this component, agents can make calls in console mode. For information about creating and adding the component, see Adding Connect to Service Cloud. If you do not use a Salesforce console, you can skip this task.

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Salesforce Classic apps.
For information about adding Connect to Salesforce Lightning Experience apps, see Adding Connect to Salesforce Lightning Experience apps. 

Image Added3. Add Dial List description to page layout

To make the Dial List description available to agents while making calls, you must add the description to the appropriate page layout or layouts. For information about adding the Dial List description, see Adding Dial List description to page layout.

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4. Set up Create Dial List buttons

To enable you to create Dial Lists from selected objects in a list view, you must add a Create Dial List button to the list view or list views. Firstly you must create the button and then you must add it to the list view or list views. For information about creating a Create Dial List buttons and adding the button to a list view or list views, see Setting up a Create Dial List button.

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5. Add custom buttons to Dial List list views

Using Connect, you can upload a Dial List from a CSV file or create a Dial List from a report. To use these features, you must add two buttons to the Dial List Lists View. For information about adding the buttons, see Adding a custom button to a Dial List list view.

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When you create a Dial List you must specify the type of object that is included in the list. By default you can create Dial Lists of Contact, Lead, Case, Campaign Member, Account, and Opportunity types. If you want to create a Dial List for a custom object, you must enable Dial Lists for that custom object. For information about enabling Dial Lists for custom objects, see Enabling custom object Dial Lists.

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6. Set up users, permissions and sharing rules

For supervisors and agents to fulfill their tasks in Connect, you must give them the correct access. For information about the access they require, see Setting up users, permissions and sharing rules.

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7. Enable agents to use Connect

For information about enabling agents to use Connect, see Enabling an agent to use Connect.

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You can optionally further customize your installation of ContactWorld for your organization by configuring the following features.

Image RemovedConfigure disposition codes (call actions)

Installing Connect provides a default list of disposition codes. You can add new disposition codes to this list. For information about adding disposition codes, see Configuring disposition codes (call actions).

Image RemovedConfigure dynamic Dial List settings

If dynamic Dial Lists are enabled for your account, you can configure the number of Dial Entries that Connect creates and how often Connect refreshes Dial Lists. For information configuring dynamic Dial List settings, see Configuring dynamic Dial Lists.

Image RemovedRemove the Clone button

If you are using Dial List and Dial List Entry page layouts that have a Clone button, the Clone button is redundant. For information about removing the clone button, see Removing the Clone button.

Image RemovedAutomate callback numbers

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advanced features. For information about configuring advanced features for Connect, see Configuring Connect (optional tasks).