Salesforce integration example feature

[dremin]

Overview

This feature provides an enhanced Salesforce integration which replaces the out-of-box Salesforce integration plugin. It can be used as a starting point for customizing Salesforce integration functionality, which is not possible when using the out-of-box integration.

Functionality included within this implementation:

• Activity logging
  • Creates activity upon task completion or cancellation
  • Includes agent copilot disposition and summary
  • Relates the activity to the dialed or screen-popped record, or the agent-selected record
• Click-to-dial
• Screen pop
• UI enhancements
  • Disables the pop-out and pop-in buttons while on a call, to prevent accidental call hangups
  • Hides the CRM container when embedded
  • Hides the Flex logo in the header to make room for additional buttons
  • Opens the Flex panel automatically when click-to-dial is used or an inbound task is received
  • Updates the utility bar item icon and label with the worker's current activity (if no tasks), incoming tasks, or the number of active tasks
  • When screen pop returns multiple records, a dropdown is added to the interface for the agent to select the appropriate record for activity logging

Context

Flex includes a Salesforce integration out-of-the-box, however, it is not fully customizable. If the out-of-box integration does not fully meet your needs, you may end up needing to build your own enhanced integration, re-creating the functionality included in the out-of-box integration.

Objective

This salesforce-integration feature aims to be used as a starting point for your own customized Salesforce integration. The feature offers largely the same baseline functionality of the out-of-box integration, as well as some critical usability enhancements:

• Disables the pop-out and pop-in buttons while on a call, to prevent accidental call hangups
• Interface enhancements that streamline the agent workflow
• When screen pop returns multiple records, a dropdown is added to the interface for the agent to select the appropriate record for activity logging

Checklist

• Tested changes end to end
• Updated documentation
• Requested one or more reviewers

[github-actions]

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[dremin]

A few things to ponder:

1. There are some additional utility bar customizations we could apply that are explored here. It may make sense to add them as optional items so we could retire that repo.
2. For multiple match screen pop results, we display a dropdown in the agent UI. However, customers may want to use LMS to offer a more direct UI within the Salesforce record itself. Since the template does not deploy managed objects in Salesforce, we cannot include a working out-of-box example of this. Maybe it would be worth adding a mention in the docs.

[dremin]

Both items in the previous comment have now been addressed.

[dremin]

Realized one more thing to add--a notification when attempting click-to-dial in the Offline activity.

[dremin]

The above comment has now been addressed.