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Task 4 - Data Lookup Using CAD Variables

Please use the following credentials to complete the tasks:
Control Hub https://admin.webex.com
Salesforce https://login.salesforce.com/
WxCC Username labuserID@wx1.wbx.ai (where ID is your selected pod number (01 through 10); i.e. labuser02@wx1.wbx.ai if selected pod is 2)
WxCC Password webexONE1!
Salesforce Username As provided by the instructor
Salesforce Password As provided by the instructor

Info

Utilizing CAD (Call-Associated Data) variables passed from Webex Contact Center enables agents to streamline their workflows and operate more efficiently when addressing customer interactions and requests. These variables provide agents with critical information, such as customer details or interaction context, directly within their interface. By having instant access to this data, agents can reduce the need for manual lookups, save time, and deliver a more personalized and effective customer experience. This not only improves agent productivity but also enhances overall customer satisfaction.

Task Objectives

  • Configure Call Center in Salesforce for advanced screen pop functionality.
  • Customize and publish a Webex Contact Center flow with Salesforce integration.
  • Test the integration by triggering a Salesforce contact creation via a phone call.

Section 1 - Salesforce Configuration

Attention

Please use the Firefox browser to access, configure, and test within the Salesforce portal.

  • Navigate to 'Setup' by clicking the gear icon in the top-right corner and selecting 'Setup'

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  • Go to 'Feature Settings > Service > Call Center > Call Centers' (or type Call Centers in the search bar in the left-hand menu).
  • Click 'Edit' for 'WxCC Call Center'.

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  • Under 'Advanced Screen Pop Search Configuration', change 'Advanced Screen Pop Enabled' to true (type it in manually).
  • For 'CAD Variable Name', use ani.
  • Under 'Screen Pop Settings for No Record Match', populate 'Object Field Mappings' as follows:
Phone={ani}

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  • Click 'Save'.

Section 2 - Webex Contact Center Configuration

  • Log in to the https://admin.webex.com using the credentials provided at the top of this page.
  • Click on Contact Center in the left-hand side navigation pane of the Webex Control Hub.

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  • After logging in, navigate to the 'Flows' menu on the left-hand side.

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  • Copy the flow named WX1_Salesforce_Template_DO_NOT_MODIFY (the 'Copy' option is on the right-hand side).

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  • Copied flow will show up at the top of the flows list. Scroll up and open the copied flow by clicking the square 'Go to' button on the right hand side.

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  • Rename the flow to something more identifiable and personal (e.g., labuser01_bhu) by clicking the dropdown next to the flow name and selecting 'Edit Name' (make sure 'Edit' is set to 'On').

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  • Click on the 'QueueContact' node and select Salesforce_Queue

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  • Click on an empty space in the flow, then on the right-hand side, navigate to 'Custom Variables > Flow Variables' section.
  • Click on sfurl flow variable, select the 'Edit' option (pencil icon), enter the fully qualified domain name (FQDN) from your Salesforce lab (e.g., wx1-lab01-dev-ed.develop.lightning.force.com; without http://) as the Default Value, and click 'Save'.

Attention

The FQDN used for the sfurl variable must end with .lightning.force.com. While logged into the Salesforce portal, you can find the name of the Salesforce organization in the browser's address field. Note that the Salesforce Setup page will have a different domain ending (it does not end with .lightning.force.com). To obtain the correct FQDN, you can either navigate to the Salesforce Sales app and copy the full FQDN from the browser's address field there, or copy the Salesforce organization name from the Salesforce Setup page from the browser's address field and append it with .lightning.force.com.

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  • Turn Flow Validation 'On' by clicking the 'Validation' button at the bottom of the page to publish the flow. Once validation is complete, click 'Publish Flow' and then 'Publish Flow' again in the next dialog box (Latest version label is selected automatically).

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  • Navigate to the 'Channels' menu in the Webex Contact Center configuration.

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  • Open WebexOne_AI_EntryPoint_N (where 'N' is your lab user number, e.g., labuser07@wx1.wbx.ai ), associate your newly created flow under 'Routing Flow' (note down the 'Support Number' associated with this channel - it will be needed later in this lab for testing) and click 'Save'.

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Section 3 - Testing

Attention

Please use the Firefox browser to access, configure, and test within the Salesforce portal.

  • Refresh Salesforce by logging out and logging back in (make sure to close any other Salesforce tabs).

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  • Click on the 'App Launcher' icon (top left).
  • Search for Sales and click on the 'Sales' option.

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  • Open the Webex Contact Center phone widget and login using the selected Webex Contact Center credentials.
  • For the team use Salesforce Team.

Reminder

Please select the 'Desktop' option for the phone number.

  • Make sure that the agent state is set to 'Available' and then call the channel number (noted from the steps above). In the IVR, choose option 4.
  • Since Salesforce does not recognize your number, a new Contact create window will open with the phone number prefilled.
  • Provide a name and save the contact in Salesforce.

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  • End the call.
  • Wrapup the session, make sure that the agent state is set to 'Available' and make another call. In the IVR, choose option 4 again.
  • This time, the system will open the matching contact, as it was created in the previous step.

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  • Congratulations! You have complete the task.