Difference between revisions of "PEC-GPA/Current/Agent/GPASFLScreenPops"

Revision as of 15:48, October 1, 2020

This topic is part of the manual Gplus Adapter for Salesforce Agent's Guide for version Current of Gplus Adapter for Salesforce.

What are screen pops?

Screen pops are Salesforce records or other objects that display when an agent receives a call, chat, email, or other media channel interaction in Adapter. Salesforce might display one or more related records, depending on what information it has about the contact. For example, if a contact enters their case number before they talk to an agent, Salesforce displays the case automatically when you receive or make a call in Adapter. If no contact information is available, the New Contact dialog box or another record page is displayed (depending on how your administrator set up your account). If there are multiple records that match the screen pop, the Multiple Search view is displayed. To associate the task to that object, Select the Salesforce object.

Events that trigger a Salesforce record screen pop

A Salesforce record screen pop typically triggers:

When an interaction is initiated (ringing call)
After you have accepted an interaction (establishing a call).

Your administrator sets up Gplus Adapter to trigger screen pops based on different events. The following events might trigger Salesforce record screen pops for different interaction types:

**Events triggering a Salesforce record screen pop**
Interaction type	Event
Voice interaction	Call ringing
Voice interaction	Call accepted and established (if it was previously ringing)
Chat interaction	Chat notification received
Chat interaction	Chat notification accepted
Email interaction	Email notification received
	Email notification accepted
	Email reply created
	New outgoing Email created
Open media interaction	Open media (workitem) notification received
Open media interaction	Open media (workitem) notification accepted
Outbound interaction	Clicking Get Record
Outbound Push-Preview interaction	Outbound record notification accepted

Voice call Salesforce record screen pop types

Your administrator can set up different Salesforce record screen pop types for when a call is ringing or when you accept and establish a voice call. Adapter supports the following Salesforce record screen pop types:

A configured Salesforce Object such as Salesforce contact.
A Salesforce flow.
A webpage (URL), which might open in a new tab or window.
An object home, such as the list of recently viewed contacts.
A Salesforce list; for example, the All Contacts list.
The Search Results screen pop, containing the search results based on case information such as the contact name.
The New Account dialog box.

Important

Screen pop by Object Type is supported only for Salesforce Lightning.

Outbound campaigns

The Outbound Campaign calling list correctly updates only if you dial from Agent Desktop. The calling list is not updated if you dial by using a click-to-dial phone number field in Salesforce because this action is not considered to be an Outbound Campaign call.

@@ Line 3: / Line 3: @@
 |DisplayName=Screen Pops
 |TocName=Screen Pops
-|Context=When you receive an interaction, you will see a contact Salesforce record pop up on your screen.
+|Context=When you receive an interaction, a contact Salesforce record pops up in Salesforce.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 10: / Line 10: @@
 |anchor=ScreenPops
 |alignment=Vertical
-|structuredtext=Screen pops are Salesforce records or other pre-configured objects that are displayed when an agent receives a call, chat, email, or other media channel interactions in Adapter. Your console can display one or more related records, depending on what information it has about the customer. For example, if a customer enters their case number before they talk to the agent, your console displays the case automatically when you receive or make the call in Adapter. If there is no contact information available, the '''New Contact''' or other record page is displayed, depending on how your administrator has set up your account. If there are multiple records that match the screen pop, the {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLActivityHistory|anchor=MultipleMatch|display text=Multiple Search}} panel is displayed. Select the Salesforce object to associate the task to that object.
+|structuredtext=Screen pops are Salesforce records or other objects that display when an agent receives a call, chat, email, or other media channel interaction in Adapter. Salesforce might display one or more related records, depending on what information it has about the contact. For example, if a contact enters their case number before they talk to an agent, Salesforce displays the case automatically when you receive or make a call in Adapter. If no contact information is available, the '''New Contact''' dialog box or another record page is displayed (depending on how your administrator set up your account). If there are multiple records that match the screen pop, the {{Link-SomewhereInThisVersion|manual=Agent|topic=GPASFLActivityHistory|anchor=MultipleMatch|display text=Multiple Search}} view is displayed. To associate the task to that object, Select the Salesforce object.
 [[File:SFLscreenpop1.png]]
 ===Events that trigger a Salesforce record screen pop===
-A Salesforce record screen pop is typically triggered when an interaction is initiated (ringing call) or after you have accepted an interaction (establishing a call). Your administrator sets up Gplus Adapter to trigger screen pops based on different events. Here are the different events that might be set up to trigger Salesforce record screen pops for different interaction types:<br />
+A Salesforce record screen pop typically triggers:
+* When an interaction is initiated (ringing call)
+* After you have accepted an interaction (establishing a call).
+Your administrator sets up Gplus Adapter to trigger screen pops based on different events. The following events might trigger Salesforce record screen pops for different interaction types:
 {{{!}} class="genesystable"
 {{!}}+'''Events triggering a Salesforce record screen pop'''
@@ Line 54: / Line 59: @@
 ===Voice call Salesforce record screen pop types===
-Different Salesforce record screen pop types might be set up for you when a call is ringing or when you accept and establish a voice call.
+Your administrator can set up different Salesforce record screen pop types for when a call is ringing or when you accept and establish a voice call. Adapter supports the following Salesforce record screen pop types:
-Your Salesforce record screen pop could be one of the following types:
 *A configured Salesforce Object such as Salesforce contact.
 *A Salesforce flow.
-*A web page (URL) might be opened in a new tab or window.
+*A webpage (URL), which might open in a new tab or window.
 *An object home, such as the list of recently viewed contacts.
 *A Salesforce list; for example, the '''All Contacts''' list.
@@ Line 69: / Line 72: @@
 ===Outbound campaigns===
-The Outbound Campaign calling list is correctly updated only if you dial from Agent Desktop. Dialing using a click-to-dial phone number field in Salesforce is not an Outbound Campaign call and the calling list will not be updated in such dialing scenarios.
+The Outbound Campaign calling list correctly updates only if you dial from Agent Desktop. The calling list is not updated if you dial by using a click-to-dial phone number field in Salesforce because this action is not considered to be an Outbound Campaign call.
 |Status=No
 }}{{Section

Gplus Adapter for Salesforce Agent's Guide

Contents