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Target release |
1.2.0 |
|---|---|
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Status |
Completed |
Release Summary
This embedded EFCX Connector runs inside the Salesforce CRM Web UI and enables agent call controls within Salesforce, allowing agents to use the same CRM interface for all call and chat handling and transfers.
New in this Release
Case Enablement
If the configuration caseEnabled is set to true. An open case linked to the specific customer contact or account appears in the CRM. At the conversation's end, a Task will automatically be created and linked to that case.
Open Case Detection
If a single Contact or Account matches, the connector searches for any associated Open Cases (Status is not 'Closed').
Multiple Match cases
If multiple open cases exist, the agent can view them in a list and select the specific case they are currently handling.
Limitations
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Two anonymous accounts will be saved for a single Outbound chat at the end of the conversation.
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Click to chat is not available for this release.
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Activity will be created for unanswered Call/Chat.
Important Notes
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Do not login to the same agent on different browsers or different machines.
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Administrative access to server machines is required to install EF Connector.
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Admin access to Salesforce CRM is required to deploy CRM side configurations.
Release Tested Highlights
Tested with:
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Salesforce Lightning CRM.
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EFCX Agent Desk 5.0.
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CX Voice.
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The following EFCX chat channels:
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WebChat
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Not Tested with:
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Supervisor Controls.
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High Availability (HA).