Salesforce App: Introduction
TL;DR
Objective:
- Feed our data into a Salesforce app through our API.
- Make this data activable in Salesforce
Installation: by the customer, see documentation in attachment (in French for now, translation in progress) or our dedicated article. Countries: FR, US Data association key: telephone numbers Update of data: up to once per hour as desired Uploaded data:
- Date of the call
- Phone number
- Scribr URL
- UUID Allo-Media
- Duration of the call
- Campaign name
- Tags associated with the call
Detailed explanation
Context: The majority of customers want to be able to link their call data from out tools to their CRM. Salesforce is used by many of them, it is the leading tool in its market, so it makes sense to choose to work with this CRM.
Goal:
- Feed our data into a Salesforce app through our API.
- Make this data activable in Salesforce
How the app works: The app as such is a kind of addon which need to be installed directly on the client’s Salesforce account, by the client. Detailed documentation on the installation process is available as an attachment. The installed app consume our API. The data is updated regularly (every hour). Once set up, the data update is automatic.
When the data is sent, it will be associated to the corresponding contact (or account) through an association key: the phone number or mobile phone number field of the contact. FR and US numbers are taken into account. In order to ensure a good match rate, the app is able to check the numbers according to various formats used (+33, 01 02 03, 01.02.03…).
The data sent and matched will then be added to the contact and customer files (1). On each of these elements, a new insert is proposed including the list of calls received. By going to the calls section, you can find the list of calls received for the customer with more details (2). These are all visible by clicking on the link of a call.
It is also possible to have even more details about the call by clicking on it. You will then have access to all the data associated with it (3). Here is the list of the data that are uploaded in the tool:
- Date of the call
- Phone number
- Scribr URL
- UUID Allo-Media
- Duration of the call
- Campaign name
- Tags associated with the call
A view is available listing all calls sent to the Salesforce account in question (4). The data returned to the application can also be activated with the "cases" and "opportunities" system (5). These allow you to set up targeted actions based on an event (in our case, the event is the presence, or not, of a selected tag related to the call). The "cases" have a "customer care" vocation while the "opportunities" are more about "pre-sales".
(1) Customer file
(2) Customer calls list
(3) Customer call detail
(4) View: calls received
(5) Automatic creation of cases and opportunities
