As an end user in Salesforce, you may inherit settings defined by your team leader or manager. These settings control the screen pop behavior, define the CRM objects to search, determine where to load the contacts from, and use the call outcome results. You can change these settings to suit your work flow.
For screen pop, the app offers the ability to search the following standard Salesforce objects for matching records.
By default contacts, accounts, leads, and opportunities are searched but you can select the objects appropriate to your organization and the role of each representative. For example, your lead generation group may only interact with the lead object and hence enable only the lead object.
The following settings in this category allow you to define your preferences in screen pop.
Screen pop on inbound call: Specify the event that triggers screen pop from the available choices: Ringing, Connected, Never. The customer record pops to the agent while the agent's phone is ringing, or when the call gets connected, or prevents auto-pop.
You can import contacts from Salesforce and 8x8 Corporate Directory for calling contacts quickly from the app. Your Salesforce administrator defines these initial settings.You can change them to suit your requirements.
You can choose to use call outcome choices from the standard Salesforce field or a custom field defined for the purpose. Enabling this option extracts the call outcome choices from the standard field in Salesforce.
To define the settings:
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