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2 // A Guide to the Talkdesk and Salesforce Integration // table of contents // 01 // Overview & Advantages of the Talkdesk and Salesforce Integration // // 6 Ways to Use the Talkdesk and Salesforce Integration // 07 // Readily Available Caller Profile Information // 09 // Know the Entire History of the Caller // 10 // Two-way Synchronization // 11 // Update Salesforce Data Without Leaving Talkdesk // 12 // Call Salesforce Contacts Directly From Talkdesk // 14 // Search for and Open Salesforce Contacts From Talkdesk // // Activate the Integration // // Setup Automated Tasks // // Call Directly From Salesforce // 27 // 2

3 // Introduction // Welcome to Talkdesk! // talkdesk was built with the agent in mind. We made sure that everything you should know about each customer pops up on your computer screen, when they call. Talkdesk makes it easy for you to answer, make calls, edit customer information and write notes about your calls. This manual will help with the Talkdesk and Salesforce integration and provide more information about the functionality. We really hope Talkdesk makes your job easier and that you love it as much as we do! // 3

4 // A Guide to the Talkdesk and Salesforce Integration Overview & Advantages of the Talkdesk and Salesforce Integration 1 // 4

5 // Overview & Advantages of the Talkdesk and Salesforce Integration // Talkdesk brings all the benefits of an enterprise-level call center to your business. // salesforce is still the crm of choice for sales teams. With the Salesforce integration, Talkdesk allows your agents to benefit from the Salesforce functionality that they love, directly from the Talkdesk interface. Here are some of the benefits of the Talkdesk and Salesforce integration: // All previous tickets, s, messages, chats, social media and phone interactions will automatically be displayed in one interface, as the customer calls. // 5

6 // Overview & Advantages of the Talkdesk and Salesforce Integration // Two-way synchronization allows your agents to update information in Salesforce and Talkdesk will automatically be updated as well (and vice versa). // Create a task, an event, a case, an opportunity or a lead in Salesforce directly from the Talkdesk interface. // Automate tasks to save your team time and effort. // One minute, simple setup. // All of Salesforce contacts will be automatically uploaded into Talkdesk. // Simple to use - virtually no ramp-up time needed. // 6

7 // A Guide to the Talkdesk and Salesforce Integration 6 Ways to Use the Talkdesk and Salesforce Integration 2 // 7

8 // 6 Ways to Use the Talkdesk and Salesforce Integration Here are six of the most powerful functions of the Talkdesk Salesforce integration: // Readily available caller profile information // Know the entire history of the caller // Two-way synchronization // Update Salesforce data without leaving Talkdesk // Call Salesforce contacts directly from Talkdesk // Search for and open Salesforce contacts from Talkdesk // 8

9 // Readily Available Caller Profile Information 2.1 // Readily Available Caller Profile Information Talkdesk retrieves all of the customer information from Salesforce (name, company, job title, phone number, , address, website, etc.). As the phone rings, comprehensive information about the caller is displayed. Agents will have access to all conversations, recordings, support requests and sales receipts. With this powerful information, they will be able to customize their conversations and upsell like a pro. // 9

10 // Know the Entire History of the Caller 2.2 // Know the Entire History of the Caller Talkdesk also retrieves the caller s previous interactions (tasks, cases, notes, etc.) with your company from Salesforce. Talkdesk shows the entire history of the caller in their activity tab. // 10

11 // Two-way Synchronization 2.3 // Two-way Synchronization Talkdesk automatically synchronizes information from call logs, recordings and notes into the contact s profile in Salesforce. With this seamless synchronization, agents will always be informed with accurate information. // 11

12 // Update Salesforce Data Without Leaving Talkdesk 2.4 // Update Salesforce Data Without Leaving Talkdesk Agents can manually create and update contacts, notes and cases in Salesforce, without leaving the Talkdesk interface. Save your agents time and increase efficiency by eliminating the need to update information in multiple systems. // Update profile information You can either create or update contacts in Salesforce by selecting the relevant action in salesforce actions board. This information will be automatically added to Salesforce as well as Talkdesk. // 12

13 // Update Salesforce Data Without Leaving Talkdesk // Create cases and tasks Send data to your Salesforce account with one click. You can create a new case or task in Salesforce directly from the Talkdesk interface. We pre-fill information for improved productivity. // 13

14 // Call Salesforce Contacts Directly From Talkdesk 2.5 // Call Salesforce Contacts Directly From Talkdesk Agents can call Salesforce contacts directly from Talkdesk with the click of a button and identify existing ones when they call. You can also view comprehensive information about the caller as the phone rings. // Identify the phone number that was called. // Mute the call, place the call on hold or transfer the call to another agent. // Log a task or note and send information to Salesforce without leaving Talkdesk. // 14

15 // Search for and Open Salesforce Contacts From Talkdesk 2.6 // Search for and Open Salesforce Contacts From Talkdesk // Search for Salesforce contacts In Talkdesk, click on the contacts tab. from the dropdown list in the search bar (this step is helpful, but not necessary). Select the search criteria phone, company ) from the dropdown list. Click search. Select salesforce (i.e. name, , // 15

16 // Search for and Open Salesforce Contacts From Talkdesk // Open Salesforce contacts from Talkdesk Click on the name of the contact that you would like to view. Click on the profile tab to view the contact s name, , phone number, etc. Click on the activity tab to view recent voic s, activities, live chat transcripts, notes, cases, etc. // 16

17 // A Guide to the Talkdesk and Salesforce Integration Activate the Integration 3 // 17

18 // Activate the Integration Salesforce integration setup is quick and easy. No programming is required, just enter your Salesforce account information and the integration process is complete. Follow these steps to activate the integration: // Log into your Talkdesk account as an Administrator. // Click on the admin tab at the top of the page. // Select the integrations tab and click on the Salesforce connect button. // Fill out the form with your Salesforce information. // 18

19 // Activate the Integration Select the appropriate boxes to synchronize contacts, interactions and conversation history. // Click connect salesforce. This action will redirect you to the login page of Salesforce. // 19

20 // Activate the Integration You will need to enter your Salesforce login information and allow Talkdesk to access your Salesforce information. Once you finish, there will be a screen to let you know that the integration has been set up successfully. The Talkdesk and Salesforce integration is now complete! Information will be automatically synchronized between Talkdesk and Salesforce. // 20

21 // A Guide to the Talkdesk and Salesforce Integration Setup Automated Tasks 4 // 21

22 // Setup Automated Tasks With automated tasks, your agents can stay busy handling calls and avoid manually updating two systems. You can create the following rules (and more) to keep your agents busy work to a minimum: // When a new contact calls, create a case, a task, an event, a lead, an opportunity or a contact in Salesforce // When a contact is updated in Talkdesk, update the contact in Salesforce // When a note is created in Talkdesk, create a note in Salesforce // When an outbound call ends in Talkdesk, log a call in Salesforce Automated tasks will help to streamline the support and sales process and enhance the quality of service that your team provides to customers. // 22

23 // Setup Automated Tasks To configure an automated task, please follow these steps: // Log into your Talkdesk account as an Administrator. // Click the admin tab. // Click on integrations and click the Salesforce settings button. // Click on add new automated task. // Customize the automated task according to your needs. // Click on save. // 23

24 // Setup Automated Tasks example: Follow these steps to set up an automated task for missed calls in Talkdesk. When a call is missed, Talkdesk will automatically create a task in Salesforce. Select the trigger as when a call is missed in Talkdesk then create a task in Salesforce. Talkdesk will automatically send a task to Salesforce each time there is a missed call. // 24

25 // Setup Automated Tasks You can customize the information sent to Salesforce by dragging the relevant fields into the text boxes, such as: // Subject: Missed call from {{contact_phone_number}} (drag the caller s number trigger field) // 25

26 // Setup Automated Tasks // Task description: Caller s name: {{contact.name}} (drag the contact name trigger field) Caller s {{contact. }} (drag the contact trigger field) // Type Priority: Normal // Due Date: {{time.now}} (drag the present time field) // Call Duration: {{duration}} (drag the call duration trigger field) // Call Type: Inbound Once finished, click save to activate the automated task. You can disable this trigger by turning it off anytime. // 26

27 // A Guide to the Talkdesk and Salesforce Integration Call Directly From Salesforce 5 // 27

28 // Call Directly From Salesforce With the Google Chrome Extension, your agents can use Talkdesk to call customers directly from their favorite Helpdesk, CRM, sales software or any other website. All they need to do is click on the phone number and Talkdesk will take care of the rest. The Talkdesk click-to-call feature gives your agents all of the functionality of Talkdesk (i.e. IVR, waiting queues, advanced routing, voic s, etc.) directly from the interface of your favorite software. Once you install the Talkdesk Google Chrome Extension, it will intelligently scan your current systems and add a link to each phone number. Once your agent clicks the link, the call will be made using Talkdesk. It s as simple as that. All calls will be made and received through your browser and none of your information will be exchanged with Talkdesk or third-party servers. // 28

29 // Call Directly From Salesforce // How to Install // Install the extension from: https://chrome.google.com/webstore/detail/talkdesk/ adjgicoimjhccdcjgepkmigomegpjplg?authuser=2 // Log into your Talkdesk account. // Navigate to Salesforce and start calling. Call using Talkdesk Click-to-call functionality from SaaS products and your favorite websites will allow your agents to stay busy speaking with customers, rather than searching for their phone numbers. Save your agents time and frustration and allow them to focus on what really matters. // 29

30 // A Guide to the Talkdesk and Salesforce Integration Thanks and we hope you love using Talkdesk as much as we do! Talkdesk is as powerful as enterprise call center software with the simplicity and price of a business phone. Feel free to contact us at if you have any issues, suggestions or just want to say hi! Share This Guide // 30

31 // A Guide to the Talkdesk and Salesforce Integration // 31

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