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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.
2. 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.
3. 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 componentSalesforce Classic apps.
For information about adding Connect to Salesforce Lightning Experience apps, see Adding Connect to Service Cloud. If you do not use a Salesforce console, you can skip this task.
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Salesforce Lightning Experience apps.
3. 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.
Configure 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).
Configure 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.
Remove 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.
Automate callback numbers
To configure the callback number presented to the person an agent is calling, you must create an Apex class that implements the NVMContactWorld.ISelectPresentedClid interface. For information about this feature, see Automating callback numbers in Connect.
Add phone fields to Dial List picklists
To make a new phone field available in the phone picklists when you create a new Dial List, you must add the new phone fields to the Create New Dial List or Create New List page. For information about this feature, see Adding a phone field to picklists for new Dial Lists.
Make Connect information visible on page layouts and list views
If you have upgraded Connect and cannot see certain custom fields in Dial List records and views, you need to add the custom fields to page layouts and list views. For information about adding the fields, see Making Connect information visible on page layouts and list views.
Remove Connect components that are no longer required
Sometimes we remove components from the managed package but cannot remove them from your org. You can remove these components yourself. For information about removing components, see Removing decommissioned Connect components from your Salesforce org.
advanced features. For information about configuring advanced features for Connect, see Configuring Connect (optional tasks).
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