No Match – Prefill

This setup is where you configure what type of screen pop must be displayed to the agent when details of a call do not match any existing record. You can add fields to the existing Salesforce objects that were configured in the Salesforce Configuration section in the Acqueon Workspace admin application. On the No Match - Prefill page, the following fields are displayed:

1. Choose salesforce object to be invoked during no match – Select a Salesforce object from the dropdown list that needs to be displayed to the agent.

   Note: The objects in the dropdown list are displayed based on the configuration in the SF configuration section.

Follow these steps to add fields to be prefilled:

1. Select any Salesforce object from the dropdown list.

2. Click + Add fields to be prefilled button.
   Note: The button name is dynamic and varies based on your Salesforce object selection. For example, when you select Contact, the button is displayed as + Add Contact fields to be prefilled.

3. Select the following fields in the Fields to be prefilled in Salesforce object section:

   1. Lightning Field - Select a field from this dropdown that lists the fields on Salesforce’s Lightning variant based on the above selected Salesforce object. This is an optional field.

   2. Classic Field - Select a field from this dropdown that lists the fields on Salesforce’s Classic variant based on the above selected Salesforce object. This is an optional field.

   3. Channel Object - Select a Channel Object from the dropdown list.

   4. Channel Group - Select a Channel Group from the dropdown list containing channel types.

   5. Channel Variable - Select a Channel Group from the dropdown list containing channel variables. The values displayed in the dropdown list vary based on the selection of the Channel Group.

4. You can add multiple fields based on the customer's requirements.

   Note:

   • The values that are displayed in the dropdown list for Channel Object, Call Type, and Event fields are configured in the Configure Channel Section of the Acqueon Workspace Admin application.

   • The values that are displayed in the dropdown list for Lightning and Classic fields are configured in the Salesforce Configuration section of the Acqueon Workspace Admin application.

To delete any field to be prefilled in the Salesforce object, click the corresponding Delete icon.

Click SAVE & NEXT to navigate to the Object Creation page. You can also click SUBMIT & CLOSE to save the changes and close the page.

To navigate the previous process page, click PREVIOUS.