Overview

Learning Objectives

This lab session is an intermediate level session intended for engineers with prior Webex Contact Center experience and either basic or no knowledge of the Webex Contact Center integration with Salesforce customer relationship management (CRM) system.

In this lab session, you will explore the capabilities of the New Webex Contact Center CRM Connector for Salesforce that enables you to manage voice interactions while accessing customer information within Salesforce. You will gain hands-on experience with seamless screen pops, activity logging, case management, and other features — all integrated into a streamlined, user-friendly agent interface.

Disclaimer

This instructional guide is designed to familiarize participants with some of the capabilities of the New Webex Contact Center CRM Connector for Salesforce. While the lab design and configuration examples can serve as a reference, they are not representative of a real-world design; therefore, not all recommended features are utilized or optimally enabled. For design-related questions, please contact your Cisco representative or a Cisco partner.

Lab Topology

This lab utilizes the Webex Contact Center cloud environment.