When you have configured your ContactWorld and Salesforce integration, you can optionally further customize your installation by configuring some or all of the following advanced features. For information about the essential configuration steps for ContactWorld in Salesforce, see Configuring ContactWorld in Salesforce.
As you configure advanced features for your ContactWorld and Salesforce integration, refer to this checklist to ensure that you complete all the required tasks. We recommend that you complete the tasks in the order presented.
Printable version of the checklist: ConfiguringAdvancedFeaturesforContactWorldinSalesforce.pdf
Optional tasks
Integrate ContactWorld with Salesforce1
You can use ContactWorld version 1.9 onwards with Salesforce1. For information about integrating ContactWorld with Salesforce1, see Integrating ContactWorld with Salesforce1.
Integrate with Salesforce Omni-Channel
If enabled for your account, you can integrate your ContactWorld agents' states with Salesforce Omni-Channel's presence statuses to ensure the work is routed to the agents effectively. For information about integrating with Salesforce Omni-Channel, see Integrating with Salesforce Omni-Channel.
Configure advanced popping
From version 2.4 of ContactWorld in Salesforce, if enabled for your account, you can configure advanced popping features using Salesforce SoftPhone layouts. For information about advanced popping, see Configuring advanced popping.
Automate callback numbers for Click to dial*
From ContactWorld version 2.4 in Salesforce, if enabled for your account, you can configure ContactWorld to dynamically select a callback number. For more information about automating callback numbers, see Automating callback numbers for Click to dial.
Configure pages to display call notes*
From ContactWorld version 2.0 in Salesforce, if enabled for your account, you can configure pages so that agents can add notes to a task record from within an open Salesforce object. For information about configuring pages, see Configuring page layouts for adding and displaying call notes.
Configure an automatic post to the Chatter feed when an agent adds notes*
For information about configuring Chatter feed posts, see Configuring posting to the Chatter feed when adding notes.
Add call recording link to Salesforce tasks
By default, to listen to call recordings, supervisors must log in to the Call Recordings module in ContactWorld. Alternatively, you can provide a link to the call recording from within the related Salesforce task record. For information about adding a call recording link, see Adding a call recording link to Salesforce tasks.
Embed a call recording player in Salesforce tasks
By default, to listen to call recordings, supervisors must log in to the Call Recordings module in ContactWorld. Alternatively, you can embed a call recording player within the related Salesforce task record. For information about embedding call recording player, see Embedding a call recording player in Salesforce tasks.
Add field for scoring call quality
From ContactWorld version 2.7.4 in Salesforce, you can rate the call recording using the custom field Interaction Quality. For information about adding a field for scoring call quality, see Adding a field for scoring call quality.
Configure page layouts for scheduling callbacks
From ContactWorld version 2.8.0 in Salesforce, if enabled for the account, an agent can schedule a callback. For information about configuring this feature, see Configuring page layouts for adding scheduled callbacks.
Configure an automatic post to the Chatter feed when an agent creates a callback*
For information about configuring Chatter feed posts, see Configuring posting to the Chatter feed when creating callbacks.
Automate call recording for outbound calls*
From ContactWorld version 2.8.3 in Salesforce, if enabled for your account, you can create a custom rule that determines whether ContactWorld records a call. For information about automating call recording, see Automating call recording for outbound calls based on the outbound number.
Add an Activities tab
By default, activity records are listed within the Activity History section in the related Salesforce objects. For information about adding an Activities tab that displays all activities, see Adding an Activities tab.
Populate the Due Date field on task records*
For information about populating the Due Date field on task records, see Populating the Due Date field on task records.
Custom settings
To configure some of the optional features, you must configure some custom settings. These optional features are indicated by an asterisk (*). For information about configuring custom settings, see Configuring custom settings for optional ContactWorld features in Salesforce.