CloudConnect integration with salesforce CRM enables agents to have one central place to manage all sales-related activities. That means they’ll spend less time on administration and more time closing deals. This also gives real-time visibility into the tasks & activities.
CloudConnect’s telephony integration with Salesforce CRM brings work flow automation in the system. The telephony adds a ‘CloudConnect Softphone Dialer’ feature that helps to initiate/receive calls within the CRM & thus saves time and improves efficiency and productivity. The call can also be initiated by using a simple Click to Call option within in the CRM or the salesforce mobile application.
The CloudConnect softphone dialer helps to originates a call from Salesforce CRM simply by dialing any number one wish to reach. As the number is dialed, it also displays the link to see existing customer details.
For incoming calls, a popup will appear on the dialer (if the dialer is in open state). If the caller is an existing customer, then it will also display link with customer details and with a single click customer profile will be displayed. However, for an unknown caller, the customer details will require to be saved as a lead either during the call or after the call so that next time onwards the customer details link becomes active for incoming & outgoing calls.
In case the dialer is in minimized state, the agent will hear a ringtone & once the agent clicks on the dialer to open, it will displaying all the usual tabs.
The dialer also facilitates to select dispositions & notes/details which could also be referred later in Task/Activities over Salesforce CRM.
Basic Requirements:
1. SalesForce CRM administrator account access.
2. SalesForce plan to support telephony integration
3. Valid subscription of CloudConnect Solutions, write to us directly on marketing@cloud-connect.in and get yourself registered.
Once the provisioning of accounts is done, the mapped account/agent can use telephony dialer from their SalesForce CRM.
Note:
CloudConnect & Salesforce CRM integration is LIVE with Cloud PBX.
Integration enables a CloudConnect Dialer inside the Salesforce CRM (web), Click to Call functionality using Open CTI integration inside the Salesforce CRM (web), & Click to Call using icon from Mobile application.
Click to Call functionality when used on web CRM allows to initiate call by simply clicking on the number or by using C2C icon; both. However, call can only be initiated thru C2C icon when using on salesforce mobile application.
Call forward to GSM No of an agent will not be allowed when using CRM (web) & hence agent requires to receive call on the CCPL dialer inside salesforce however, if an agent has logged in to the mobile application, then call forwarding to the GSM no of the agent can be configured.
CloudConnect Telephony integration is available with Salesforce ‘Sales Cloud’, ‘Service Cloud’ & ‘Salesforce Platform’.
Salesforce Sales Cloud has four different subscription packages: Essential, Professional, Enterprise & Unlimited out of which Salesforce does not support integration for Essential & Professional subscriptions. Therefore, a customer should have Enterprise or Unlimited Sales Cloud subscriptions to avail telephony integrations.
Salesforce Service Cloud also has four different subscription packages: Essential, Professional, Enterprise & Unlimited and all the four subscriptions support telephony integration.
Salesforce Platform also has two different subscription packages: Starter & Plus and both subscriptions support telephony integration.
*Salesforce packages mentioned are as on 16 Dec 21.
Outgoing Calls:
Go to login URL: https://login.salesforce.com/?locale=in
*Permission for Microphone & Speaker to be allowed.
Go to Home page then click on App Launcher Icon and type SALES to search. Click on SALES
Once you are inside Sales cloud page, you will find “Cloud Connect” dialer in the bottom left side of the page.
The dialer expands once you click on it. Also, dialer will remain visible/available across all the tabs in the bottom left side of the CRM. The dialer also has an option of “Pop-Out” which opens the dialer in another tab. Dialer have 3 dots on top of the right side and just a click you will switch the user easily and vice versa.
Dialing, Ringing & Connected: To initiate a Call, an agent can manually dial-in or copy/paste the number and either press enter key or the green button to place the call.
Mute, Transfer & Call Hold: Once the call gets connected, three icon becomes visible: Mute, Transfer and Hold
Call Disposition & Notes: The dialer has an option of Call Disposition & Comments/Notes as well. Agent can put those disposition/comments after the call disconnects & then submit it. This remains highlighted during the call as well, however, submission can only happen once the calls gets disconnected.
Call History: Once the call disposition completed you can view call log in the call history tab in dialer.
Incoming Calls:
Incoming Call: An incoming call will land on the dialer & it will show the call notifier pop-up. This allows us to answer or decline the call. This will also have an option of call disposition & comments as it is for outgoing calls.
For incoming calls, a popup will appear on the dialer (if the dialer is in open state). If the caller is an existing customer, then it will also display link with customer details and with a single click customer profile will be displayed. However, for an unknown caller, the customer details will require to be saved as a lead either during the call or after the call so that next time onwards the customer details link becomes active for incoming & outgoing calls. Auto Lead creation for unknown caller during the call is not available & will be part of future release.
In case the dialer is in minimized state, the agent will hear a ringtone & once the agent clicks on the dialer to open, it will displaying all the usual tabs.
Leads:
Agent can click on Leads tab in the CRM to create a new Lead. Once the lead is saved in the CRM, customer details tab will be made available on the CloudConnect dialer for outgoing & incoming calls to quickly refer customer details.
Click To Call:
Click To Call functionality has been enabled for the customer to initiate a call by clicking any of the number form the CRM. After initiating the call, the CloudConnect dialer pops out and then the call gets connected.
The customer also has the provision to make any calls directly from the dialer.
Tasks:
Once the call is completed, agent can click on Task tab and get the details of the call & the activity of the call.
Left panel on the page displays the call logs, agent can click on any of the call log to find call related details, Call recording, disposition, comments & other additional information.
Additional Information like call recording link, call id, call second, callee, call status, comments etc.
Task page has another option of Follow-up, Edit Details & Edit comments.
Follow-Up: Click on Create Follow-up tab to further fill the information like status, subject, due date, priority, description information etc.
Related To option inside Follow-up page facilitates to create new account as well, if not already available. Agent needs to click on Add Account under Related To option:
Edit: This allows to edit all the details already saved in the task.
Edit Comment: This is specific option just to edit comment part. Comments can also be edited using the Edit option.
Dashboard:
Go To Dashboard option and click on it
To view, click on the highlighted link.
Real-time dashboard with below details, update dashboard data on clicking refresh tab
Reports:
Click on Report tab and will get the all the reports that has been created in the system.
Telephony Integration with Salesforce Mobile Application
As part of the complete suite of services, CloudConnect also offer their telephony integration using click to call tab with Salesforce Mobile application (android & ios). This enables customer to make a call by using Click to Call tab from the mobile app.
In order to use, telephony integration with mobile app, certain configurations requires to be done during provisioning of services. Once the configurations are done, once can easily use the app as below-
Please go to Play Store/ App Store and download the Salesforce App
Please enter the username & Password to login the APP.
Once you are logged in, click on the “Leads” option to see the Lead details in the app
Click on any of the Lead to make a call. Once the page is loaded, you will see a new icon of “click2call” at the top of the screen. You are suggested to use only click2call icon to initiate the call. In case, you try to initiate a call by simple clicking on the number then it will take you to your native/GSM Dialpad.
Once the call is initiated from salesforce application, the user will receive the incoming call on CloudConnect app or GSM as configured, on the same device.
The below image shows agent getting an incoming call on the CloudConnect app.
The agent receives the call on the app, it will have call controls as below.
Once the conversation is concluded, the agent/customer disconnects the call, agent toggles to salesforce app on the mobile for call disposition.
Select the right disposition & enter the remarks before submission.
After the call disposition, one can check call history by visiting ‘Related’ Tab on the same Lead page, followed by Activity History.
To check Call Recording of the call, click on Task tab to find additional information
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