We are exploring the purecloud for salesforce integration. We want to have the outbound dialer calls pop the specific case record rather than do a contact search. Is there a way to change the contact list field that is searched in salesforce?
For example, when i created a campaign through salesforce and add campaign members, in PC it will populate the contact list field called sf_urlpop with the contactID. This will then pop this contact in SF when a call is connected. I have created a contact list with a new field called Case in which i can populate either the case id or the case number for a url pop or a search.
How do I now get PC to pass this value through to SF and search/pop this instead of contactid?
Hi Richard, using the purecloud/salesforce integration, campaigns are automatically created with sf_urlpop, and when i include sf_searchvalue as a custom field it still used the urlpop. Is there a way to stop the integration using urlpop?
If you're using the campaign management feature of the managed package, then the screenpop is set to go to the campaign member object (either a lead or a contact). It's a built in assumption that this is the record that's most "interesting" in the context of a campaign, and that the page for these records will contain the information an agent needs to complete the outbound call.
If you're trying to use outbound campaigns in a case based workflow, then my recommendations would be to either add the relevant case information to the contact screen, or have a look at the upcoming SDK to implement something custom.
I'd also question whether an outbound campaign is really the most appropriate tool for follow ups on case based workflows. There are a number of options available for assisting in case based workflows that would result directly in screenpops of the case (like the Email Routing capabilities built into the managed package). Those might be worth exploring as an alternative to using campaign management.