Thanks to the Salesforce for agents connector, iAdvize agents can trigger actions directly from the iAdvize desk integrated into your Salesforce environment. These actions vary according to the configuration of the connector: standard mode or advanced mode (using Salesforce flows). Here's a complete guide to the available buttons and their uses.
Connector configuration modes
- Standard: basic configuration of the connector.
- Advanced: allows customized behavior via Salesforce Flows.
List of action buttons and their uses
Open Case
Appears when a case has been created via iAdvize for the current conversation. Allows the agent to reopen this case.
Standard & advanced mode: visible only if a case is already linked.
Select Case to Open
If several cases have been opened during the conversation. This button is displayed instead of the “Open Case” button. It is used to select the case on which the agent wishes to work.
Link conversation to Case
Appears if a pre-existing box exists for this visitor. Links the current conversation to this previous box.
+ New Case
Always displayed. Allows you to create a new case attached to the visitor.
Standard mode: opens a creation form in the background of the SF environment.
Advanced mode: triggers a visual flow.
Create Contact
Appears only if the visitor is not recognized.
Standard mode: opens a form in the background of the SF environment.
Advanced mode: triggers a visual flow.
Select Contact
Appears as standard if contact search (or object type selected in configuration) returns multiple results. Selects the correct contact from a list.
Search and select record
Advanced version of Select Contact. Allows you to trigger a Salesforce Flow to select a record (can be a Contact, Account, Lead or any other Custom object, depending on prior configuration).
Display in console according to mode
Here's a comparative overview of behavior according to the chosen mode. Screenshots illustrate the different scenarios:
- Unknown visitor (standard): “Create Contact”, “+ New Case” buttons
- Known visitor (standard): button “+ New Case”
- Known visitor with duplicate (standard): click on the “Select Contact” button to display the selection menu
- Known visitor with existing case created during this conversation (standard): + “New case” and “Open Case” buttons
- Unknown visitor with case opened during conversation + case previously opened (advanced): “Create Contact”, “Search and select Record” + “New case” and “Open Case” buttons (step 1/2)
step 2/2: display contacts without emails for selection after clicking on the “Search and select Record” button
- Known visitor for whom a case has been created during this conversation (standard): + “New Case” and “Open Case” buttons
- Known visitor with duplicate (advanced): buttons “Create contact”, “Search and select record”, “+ New case”
- Known visitor with duplicate (advanced): click on the “Select Search and select Record” button to display the selection menu (NB: the screenshot below is for information only. The UX of the selection menu will depend on the customer's configuration in his Salesforce environment).