Manual Log

This setup is where you configure which Salesforce object needs to be updated, along with fields, only when an Agent manually enters the WhoId, WhatId, and comments details and clicks Submit in the CRM Integration pop-up of the softphone. This workflow step is applicable only if the agent manually modifies the CRM data in the softphone.

Note:

For Salesforce integration with Amazon and Cisco softphones, details appear in the CRM Integration pop-up. For Five9, details are shown in the CRM Objects widget.

Follow these steps to decide what Salesforce objects are to be updated:

1. Click + Add manual log button.

2. Select the following fields in the What to update section:

   1. Select Created SF Object – Select the created Salesforce object from the dropdown list.

      Note:

      The values that are displayed in the dropdown list are created in the Object creation page.

   2. SF Field – Select the field value of the selected Salesforce object from the dropdown list.

   3. Source User Variable – Select which variable must be updated for the selected field from the dropdown list. The manual call logs display the objects that the task should contain. The default settings for inbound and outbound calls are listed below.

      1. WhatId - Represents nonhuman objects such as accounts, opportunities, campaigns, cases, or custom objects. WhatIds are polymorphic, meaning a WhatId is equivalent to the ID of a related object. The label is related to ID.

      2. WhoId - Represents a human, such as a lead or a contact. WhoIds are polymorphic, meaning a WhoId is equivalent to a contact’s ID or a lead’s ID.

      3. Notes - Enter any comments if required for the object.

   4. When you want to update multiple variables to a field, follow the steps below:

      1. Click + Add fields to be updated button.

      2. Select the Salesforce field and source user variables values from the dropdown list.

      3. You can add multiple variables based on requirements.

      4. To delete any field, click the corresponding Delete icon.

3. To delete any manual log, click the corresponding Delete icon.

Click SUBMIT & CLOSE to save the changes and close the page.

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