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
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.
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 (Salesforce Classic only)
If you are using Salesforce Classic, and 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
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*
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.
Automate call recording for outbound calls*
If enabled for your account, you can configure ContactWorld to automatically record outbound calls. For more information about automating call recording, see Automating call recording for outbound calls.
Configure pages to display call notes*
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 call logging in task records or Configuring page layouts for adding and displaying call notes in Lightning Experience.
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
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 (Salesforce Classic only)
If you are using Salesforce Classic, and if enabled for the account, an agent can schedule a callback. For information about configuring this feature, see Configuring scheduled callbacks.
Add an Activities tab (Salesforce Classic only)
By default, activity records are listed within the Activity History (Salesforce Classic) or Past History (Salesforce Lightning Experience) sections in their related Salesforce objects. If you are using Salesforce Classic, you might want to add an Activities tab to help you locate all activities in a view. For information about adding an Activities tab that displays all activities, see Adding an Activities tab.
Configure an automatic post to the Chatter feed when an agent creates a callback* (Salesforce Classic only)
If you are using Salesforce Classic, you can configure ContactWorld to 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.
Configure an automatic post to the Chatter feed when an agent adds notes* (Salesforce Classic only)
If you are using Salesforce Classic, you can configure ContactWorld to 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.
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.
Enable agents to relate calls to multiple Salesforce records*
For information, see Enabling an agent to relate a call to multiple records.