With the Zylinc@Saleforce Saleforce application, an agent will be able to have automatic search of the calling party’s phone number within the Salesforce organization.
If an account, contact, user etc. is matching the phone number, the Salesforce session will present the found details in a new Salesforce tap within the agents current Salesforce session. The following will happen based on the number of matched entities:
- No match – The Zylinc@Salesforce app will open the small app window presenting that no match was found on the calling phone number.
- One unique match – The Zylinc@Salesforce app will remain minimized and directly open the found entity in a new Salesforce tap.
- Multiple matches – The Zylinc@Salesforce app will present all the matching entities, showing the display name and the entity type (account, contact etc.)
- The agent in Novus and the Salesforce user is mapped when the email field in both platforms are identical.
Availability
The Salesforce integration works with both Zylinc Cloud Web/Desktop, Mobile and Simple agents.