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Task 5 - Case Lookup Using Custom CAD Variables and Agent Desktop Screen Pop

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

In addition to utilizing global variables collected during the customer's interaction in the Webex Contact Center IVR, this task demonstrates the functionality of the new Webex Contact Center CRM widget for Salesforce with screen pops that operate seamlessly without triggering multiple sign-in alert errors.

Task Objectives

  • Update Salesforce Call Center settings to enable advanced screen pop with the case variable.
  • Test case creation and retrieval in Salesforce via the Webex Contact Center phone widget.
  • Have the case list open in a new tab during case retrieval.

Section 1 - Modifying Call Center Options in Salesforce

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'.

Nav

  • 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', set 'CAD Variable Name' to caseid (type it in manually).

  • Then click 'Save'

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Section 2 - 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).

Nav

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

Nav

  • 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.

First call interaction:

  • Make sure that the agent state is set to 'Available' and then call the channel number (as noted in the Task 4). In the IVR, choose Option 4.
  • Create a new case through the Webex Contact Center widget and note down the case number - it's going to be needed for the second call below.

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  • End the call.
  • Wrap up the session.
  • Move to the 'Home' tab in Salesforce Sales page.

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Second call interaction:

  • Make sure that agent state is set to 'Available' and then call the channel number again. In the IVR, choose Option 5.
  • Provide the case number that was created during the previous call.
  • The existing case should be displayed, and the case list should be displayed in a new tab.

Warning

If a new tab did not open with the case list, ensure that it was not blocked by the browser. A notification will appear in the browser indicating that a new tab popup was blocked. Click on the notification and select the tab link to open the new tab.

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  • Congratulations! You have complete the task.