Know How A Salesforce CRM Call Center Can Be Setup And Call Center Users Can Be Managed? - PowerPoint PPT Presentation

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Know How A Salesforce CRM Call Center Can Be Setup And Call Center Users Can Be Managed?

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The third party CTI systems can be integrated seamlessly with Salesforce with the help of a Salesforce CRM Call Center. – PowerPoint PPT presentation

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Title: Know How A Salesforce CRM Call Center Can Be Setup And Call Center Users Can Be Managed?


1
  • Know How A Salesforce CRM Call Center Can Be
    Setup And Call Center Users Can Be Managed?
  • The third party CTI systems can be integrated
    seamlessly with Salesforce with the help of a
    Salesforce CRM Call Center. In the Salesforce
    console footer or within the sidebar of each
    Salesforce pages appears a customizable call
    control tool known as Salesforce SoftPhone using
    which users can make use of CTI systems and its
    features after the installation of CTI Adapter
    Program. Salesforce users can make calls in the
    SoftPhone by means of dialling a number or by
    selecting a number from the online directory. The
    calls can also be made by clicking on any of the
    contacts, leads, activity or account etc. It also
    allows users to receive calls, transfer calls,
    instantly view the Salesforce records, placing
    callers on hold, attaching records to calls and
    generating of the automatic call logs.
  • Moreover Salesforce CRM Call Center can be
    configured by administrators through modifying
    the SoftPhone layouts and assigning them to only
    the selected user profiles. The phone numbers
    are also added to the call center directories by
    the administrators. The functionality of the
    existing CTI Adapters can be customized by the
    developers by making use of CRM Call Center Code
    Libraries. New CTI adapters can be thus created
    for the phone systems that are not yet
    supported.
  • Steps to setup Salesforce CRM Call Center
  • An administrator has to perform the below
    mentioned tasks for setting up a Salesforce CRM
    Call Center.
  • Installation of CTI Adapter on each of the call
    center user machines, as machines that do not
    have a CTI adapter installed cannot access
    Salesforce CRM Call Center.
  • A new call center record has to be defined for
    every CTI system in use at your organization.
  • Proper call center has to be assigned towards the
    Salesforce users.
  • There are two more functions that an
    administrator can perform on an optional basis.
    They are configuration of call center phone
    directories as

2
  • well as customization of the SoftPhone layouts.
    Ensure that the HTTPS is enabled for CTI
    adapters built with CTI Tool Kit with version
    4.0.
  • How a Call Center can be created?
  • The presence of a call center within a Salesforce
    CRM Call Center is nothing but single
    computer-telephony integration (CTI) system that
    is already in place within your organization.
    For a Salesforce user to make use of anyone of
    the Salesforce CRM Call Center features, they
    must be assigned to a call center record.
  • A call center record can be used in especially
    two ways namely
  • A call center definition file can be imported to
    Salesforce and this method can be used for
    creating the first call center that was just
    installed for a CTI adapter.
  • Additional call centers can be created for a
    particular CTI adapter by means of cloning an
    existing call center definition.
  • The created list of call centers can be viewed by
    clicking setup and then entering Call Centers
    within the Quick Find box and then selecting
    the option denoted as Call Centers.
  • Tips to manage Call Center Users
  • Manage Call Centers functionality helps in adding
    as well as removing the users from a Call
    Center.
  • Removing users from a Call Center
  • Go to Setup
  • In Quick Find box, enter Call Centers
  • Select the option denoted as Call Centers
  • Select Manage Call Center Users from the Call
    Center Users related list

3
  • For removing multiple users at a single time,
    choose the Action checkbox placed next to each
    user that needs to be removed and finally click
    the option denoted as Remove Users
  • Adding Users to a Call Center
  • Go to Setup
  • In Quick Find box, enter Call Centers
  • Select the option denoted as Call Centers
  • Select the Call Center name that you want to
    assign to the Salesforce user
  • Select Manage Call Center Users from the Call
    Center Users related list
  • Select the option denoted as Add More Users
  • The search criteria has to be specified before
    determining the Salesforce users that needs to
    be assigned to the call center
  • The list of Salesforce users to be added would be
    displayed after selecting the Find button. The
    already included users that belongs to a call
    center would be excluded from this list since a
    user can be assigned to the call center only
    once at a time.
  • Click on the checkbox next to the users that
    needs to be assigned to the Call Center and
    select the option denoted as Add to Call
    Center. Thus users can be added to a call
    center.
  • Reference - https//thriveglobal.com/stories/know
    -how-a-salesforce-crm-call- center-can-be-setup-a
    nd-call-center-users-can-be-managed/
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