State

This setup is where you map the various agent state details from the Salesforce account. The states that are added in the State page are displayed in the Omni Channel State Sync page, where we synchronize SF states to ACD and vice versa.

Note:

Various states linked to the Salesforce account will be auto-populated in the State page. You can also manually add the required states.

Follow these steps to add a state manually:

1. Click +Add State button.

2. Complete the following fields:

   1. Id – Enter the unique identifier for the state from the Salesforce Org.
      Example: 0N501000000GmbRCAE

   2. Name - Enter the name of the state.

   3. ACD to SF - Select this checkbox if you want to sync the states configured in Acqueon Workspace to Salesforce. If left unchecked, the added states will not be synced.

   4. SF to ACD - Select this checkbox if you want to sync the states configured in Salesforce to Acqueon Workspace. If left unchecked, the added states will not be synced.

      Note:

      The ACD to SF and SF to ACD fields allow the agents to sync the states between Workspace and Salesforce's omnichannel softphone if required.

3. Click Add custom button to include the new state in the State page.

4. Click Add all states button to include all the states that are linked to the Salesforce account on the State page.

5. Click the Cancel button to undo the changes.

Note:

You can edit the label of the state if required once it is added to the State page.

To delete any state, click the corresponding Delete icon.

Click Save to complete the SF configuration.

Navigate next to the Workflow section.