Configure Workflow

Follow these steps to configure a workflow in Workspace Salesforce Admin.

1. The workflow configurations are like the OpenCTI settings. However, for Service Cloud Voice, there are a few other settings to be configured. For the rest of the settings, refer to the Workflow section in this document.

2. Log in to the Workspace admin screen and navigate to Salesforce Admin (not the Workspace admin inside Salesforce).

   Important

   Be careful not to navigate to the Acqueon Workspace Admin within the Salesforce org application.

3. Click Workflow and create a new workflow for the Pacing Mode that you want to configure.

4. Navigate to the 3-Look up screen.

5. In the When should screen pop search happen? section, the Channel Call type should be Outbound and the Channel Event should always be Connected. These settings are important to open the record tab as a sub-tab to the Voice call record.

6. Click Save & Next.

7. Navigate to the 5-Object creation screen.

8. In the When should object be created? section, the Channel Call type should be Outbound and the Channel Event should always be Connected. These settings are important to open the record tab as a sub-tab to the Voice call record.

9. In the What SF Objects to be created?, click Add SF object to be created.

10. Settings for VoiceCall object are as below:

    1. Salesforce object – VoiceCall (from the dropdown list)

    2. Object Label Type – Static value

    3. Display Value – VoiceCall

Notes

1. Do not change the above settings for VoiceCall object.

2. Do not add any additional fields to be updated for Voice call object. This causes an API failure and the screen pop does not happen as expected.

3. Unlike other objects, the VoiceCall object is created by default in SCV. Acqueon Workspace does not pass a request to create a Voice call object. Instead, Acqueon Workspace retrieves the VoiceCall object ID created by SCV and passes the configured data to the fields in the Voice call object.

4. You can create multiple objects in addition to Voice call object as per customer requirements. The configuration of those objects is similar to OpenCTI.

11. Click Save & Next.

12. Navigate to the 6-Call log screen.

13. Configure the Call log settings similar to OpenCTI settings.

14. Click the Add Call log button.

15. If you have configured the Channel event as ACW, the Agent has to set the outcome when there is an active call. Therefore, the recommendation is to configure the Channel event as Dropped. This ensures all data is available to be passed to the Salesforce fields. Dropped event occurs when the ACW state of the Agent is cleared.

16. Select the VoiceCall object reference in the What to update field. These are usually  referred to as SF1, SF2, etc. Once selected, you can see the object name showing in the adjacent field.

17. Click the Add VoiceCall fields to be added button.

18. Choose fields to be populated refers to the Salesforce field that you created in the Object Manager. The dropdown list has all standard and custom fields for the selected object. You can select the field to which you want to pass the data.

19. Click Add SF Field object. This step maps the Acqueon Workspace internal field with the Salesforce field selected in the previous step. You can also add multiple fields and concatenate several Acqueon Workspace fields into a single Salesforce field.

20. Map the required fields using the field mapping table available under Field Mapping section.

21. Add as many variables that you want to pass to different Salesforce fields.

22. Click Submit & Close.