Overview

A Workflow defines rules that provide an ability to configure Screen Pop for different call types, outbound types, and lets you decide where to store the data in Salesforce. You can define the default rule set for inbound and outbound calls.  

Note

You can use default workflow rules provided with build binaries (path: configuration/application config/sfadmin/workflows).

Add a Workflow

Follow the steps listed below to add a workflow.

1. Click the Workflow tab in the left pane.

   

2. Click +Add. Complete the information as below. Mandatory fields are marked with an asterisk (*).

   Field	Description
   Name	Enter a name for the workflow.
   Import from file	Select this checkbox to import a workflow. If you choose to import, select the workflow to import from a pop up.
   Call direction	Select one of Inbound or Outbound. The application lists the Call Direction SubTypes based on the call direction.
   Default Workflow	To set this workflow as the default, turn this switch to Yes.
   Description	Enter a description for the workflow.
   Channel	Select a Channel from the dropdown list.

3. Click Save & Next to navigate to Invoke SF Page.

Invoke SF Page

You can control the call-related fields that are displayed and the Salesforce objects that are searched for incoming and outgoing calls. The fields defined in this section describe how the screen pop should happen in Softphone and the variables that the application should display.

1. You are on the Invoke SF Page tab.

   

2. Click +Add Scenario.

3. In When should the SF page be invoked, select the following:

   1. Select a Channel Object from the dropdown list. This lists the items configured in the Channel section.

   2. Select a Channel Call Type from the dropdown list.

   3. Select a Channel Event from the dropdown list.

4. Navigate to What visual force page to be invoked. Complete the following.

   1. Enter the Salesforce page URL to be invoked.

   2. Click +Add Parameter. Complete the following in the Parameters to be passed section:

   3. Enter a Name for the parameter.

   4. Select a Value Type from the dropdown list.

   5. Select a Channel Object from the dropdown list containing the items configured in the Channel section.

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

   7. Select a Channel Variable from the dropdown list containing channel variables.

5. You can add multiple sets of search criteria.

6. Click Save & Next to navigate to the Look Up page.

Look Up

You can control the call-related fields that are displayed and the Salesforce objects that are searched for incoming and outgoing calls. The fields defined in this section describe how screen pop should happen in Softphone and what variables to be displayed.

1. You are on the Look Up tab.

   

2. Click +Add Screen pop scenario.

3. In When should the screen pop search happen, complete the following:

   1. Select a Channel Object from the dropdown list. This lists the items configured in the Channel section.

   2. Select a Channel Call Type from the dropdown list.

   3. Select a Channel Event from the dropdown list.

4. In What variable should be used for search, complete the following in Step 1 section.

   1. Select a Channel Object from the dropdown list containing the items configured in the Channel section.

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

   3. Select a Channel Variable from the dropdown list containing channel variables.

   4. Select the If Null Go To Next Step checkbox, if all the above values are Null. You can define variables in Step 2.

   5. Select the Use Expression checkbox if you want the search parameters to be populated with values from an expression defined in the application.

   6. Select the Remove Leading Characters checkbox if you want to remove leading characters while searching. Enter the Characters to be removed.

   7. Select the Remove Trailing Characters checkbox if you want to remove leading characters while searching. Enter the Characters to be removed.

   8. If you want the screen pop with values populated based on the Salesforce ID, select the Direct Screen Pop checkbox.

   9. Global and Case Insensitive

   10. Enter regex characters

5. You can add as many screen pop scenarios.

6. Click Save & Next to navigate to the No Match - Prefill tab.

No Match - Prefill

There may be instances when details of a call do not match any existing record. Use this section to configure what the screen pop should show in such cases.

1. You are on the No Match - Prefill tab.

   

2. From the Choose salesforce object to be invoked during no match dropdown list, select a value.

3. Navigate to the Fields to be prefilled in object section and click +Add Fields to be prefilled.

4. From the dropdown lists select appropriate values for the following:

   1. Lightning Field - this is optional. The dropdown lists the fields on Salesforce’s Lightning variant based on the selected Salesforce object.

   2. Classic Field - this is optional. The dropdown lists the fields on Salesforce’s Classic variant based on the selected Salesforce object.

   3. Select a Channel Object.

   4. Select a Channel Group.

   5. Select a Channel Variable.

5. Click Save & Next to navigate to the Object Creation tab.

Object Creation

This section deals with configuring objects - when you should create them and what objects you should create.

1. You are on the Objects to be Created tab.

   

2. In the When should object to be created? section, click +Add channel objects scenario. Complete the following:

   1. Select a Channel Object from the dropdown list. This lists the items configured in the Channel section.

   2. Select a Channel Call Type from the dropdown list.

   3. Select a Channel Event from the dropdown list.

3. In the What SF Objects to be created? section, click +Add SF objects to be created. Complete the following:

   1. Select a Salesforce Object from the dropdown list.

   2. Select an Object Label Type from the dropdown list.

   3. If you select SF Variables, select the Salesforce field as an additional input.

   4. If you select Static, enter a Task name as an additional input.

   5. The Display Value Field is dependent on the Object Label Type that you have selected.

      1. If you have selected Object Field Value, select from the list of Salesforce fields.

      2. If you have selected Static Value, enter a Task Name.

4. Click +Add Fields to be updated and complete the following information:

   1. Choose the fields to be updated from the dropdown list.

   2. Select a Source Object Type from the dropdown list.

   3. Select a Channel Object from the dropdown list.

   4. Select a Channel Group from the dropdown list.

   5. Select a Channel Variable from the dropdown list.

5. You can add multiple objects. After adding all objects, click Save & Next to navigate to the Call Log tab.

Call Log

Use this section to configure when you update the logs and what information should be part of the logs.

1. You are on the Call Log tab.

   

2. Click +Add call log.

3. In the When to update section, complete the following:

   1. Select a Channel Object from the dropdown list.

   2. Select a Channel Call Type from the dropdown list.

   3. Select a Channel Event from the dropdown list.

4. In the What to update section, click +Add fields to be updated.

5. Select the Salesforce object from the call log dropdown list.

6. Click +Add Task fields to be updated and complete the following:

   1. Choose Fields to be updated - Select the required Salesforce variable from the dropdown list.

   2. Select the Source Object Type from the dropdown list. Options are Channel Object and SF Custom Field.

   3. Select a Channel Object from the dropdown list.

   4. Select a Channel Group from the dropdown list.

   5. Select a Channel Variable from the dropdown list.

7. You can add multiple call logs. After adding all call logs, click Save & Next to navigate to the Manual Log tab.

Manual Log

Need to add a small intro about Manual Log.

1. You are on the Manual Log tab.

   

2. Click +Add manual log.

3. In the What to update section, from the dropdown list, select Created SF Object.

4. Click +Add fields to be updated.

   1. For SF Field, select one of the following:

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

      2. The WhoId represents a human such as a lead or a contact. WhoIds are polymorphic. Polymorphic means a WhoId is equivalent to a contact’s ID or a lead’s ID.

      3. Select a Source User Variable from the dropdown list.

5. Click Submit & Close to complete configuring the Workflow.

Default Settings

The manual call logs display the objects that the task should contain. The default settings for inbound and outbound calls are listed.

Edit a Workflow

1. Select the Workflow to edit.

2. Click the Edit button.

3. Update the required details and click Save & Close.

Delete a Workflow

1. Select the Workflow to delete.

2. Click the Delete button.

3. Click OK on the confirmation dialog box to delete.

Copy a Workflow

1. Select the Workflow to copy.

2. Click the Copy button.

Export Workflow

1. Select the Workflow to export.

2. Click the Export button.