Skip to content

Task 6 - Automatic New Case Creation Using Custom 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

This task demonstrates the automatic case creation capability using the new Webex Contact Center (WXCC) Salesforce Connector, leveraging custom CAD variables from Webex Contact Center. In this section we will pass the Call Session ID in the case on salesforce if this needs to be gathered for troubleshooting purposes.

Task Objectives

  • Enable auto case creation via the Salesforce Call Center configuration file.
  • Set up CAD variable field mapping for auto case creation in the Salesforce Call Center settings.
  • Test the auto case creation and CAD variable field mapping.

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'.

Nav

  • Under 'Advanced Screen Pop Search Configuration', remove 'CAD Variable Name' value (make it empty).
  • Under 'Case Management', set 'Auto Case Creation For Inbound Calls' to true (type it in manually) and 'Object Field Mappings' as follows and click 'Save': 
    Subject={subject},Description={description}

Nav

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. Use the extension number and team assignment based on your lab user number.

Making a test call:

  • Make sure that agent state is set to 'Available' and then call the channel number (as noted in the Task 4). In the IVR, choose Option 6.
  • Answer the call on the agent desktop
  • A new case is automatically created, and the configured fields are prefilled with the call data.

Nav

  • End the call.
  • Congratulations! You have complete the task and the lab!