If your contact center is integrated with an external CRM such as Salesforce or NetSuite, you can access your external CRM account from your by saving the login credentials necessary to access the account.
now provides out of the box integration with:
To enable your agent account for external CRM Integration:
Scroll down to the External Setup area.
The External Setup provides three tabs:
Screen Properties Tab: Allows agents to define properties such as opening a new window for Screen Pop.
Note: Screen Properties tab is enabled only if the tenant administrator grants access privileges.
Window Properties Tab: Allows agents to define size and position of the Screen Pop window.
Note: Window Properties tab is enabled only if the tenant administrator grants access privileges.
Enter your CRM login ID and password in the Authentication tab.
Note: Salesforce requires you to add the security token to your password to authenticate access from an external application. Obtain your security token from the original Salesforce communication email or your Salesforce administrator.
Click the Screen Properties tab to view or change the settings.
Note: The agents' ability to define Screen Pop window properties is available for Salesforce, Zendesk and MS Dynamics integration only.
Click the Window Properties tab to view or redefine the Screen Pop window properties.
Note: The agents' ability to define Screen Pop window properties is available for Salesforce, Zendesk and MS Dynamics integration.
Your supervisor provides you with the information you need to access and work with your contact center's external CRM product.
Download User Guides
Open topic with navigation