Which Salesforce integrations are supported?
We offer multiple ways of integrating Mobile One with Salesforce. Please find below an overview of the integration possibilities. All Salesforce integrations are free of charge and included in the Mobile One subscription.
In case you would have any further questions, please contact us via monesupport@idealsystems.be.
CRM popup#
Mobile One -> Salesforce app#
The CRM popup button is a custom button that is activated in Mobile One and that appears for every interaction. When clicking this button during an interaction, the Salesforce app with the relevant customer will open automatically and will allow you to quickly access the customer data.
This features can easily be configured via the admin console under "Data Controls -> Interaction CRM buttons". Please note that the button will only appear in case the dynamic data attribute is assigned in the respective NICE CXone flow. More information about the Salesforce deep linking structure and how to refer to objects in the Salesforce Mobile App can be found here.
URL Example: salesforce1://sObject/$ID$/view
Click-to-dial#
Salesforce app -> Mobile One#
The click to dial button is a custom Salesforce package that can be installed on your Salesforce organisation. The package adds a button to your Salesforce UI named "Mobile One". When a user is viewing contact information in the Salesforce app, the custom button will provide the salesforce user the option to dial out via Mobile One. This Salesforce integration is free of charge and included in your Mobile One subscription. Installation details can be found in the document "Salesforce package".
You can find the Salesforce installation package and installation details to configure this within your Salesforce app here.
Interaction logging#
Mobile One -> Salesforce activities#
From a data perspective, a call on Mobile One is the same as a call on NICE CXone. All routing and all data is handled by NICE.
f you want to log interaction details of interactions that occurred on Mobile One to Salesforce, please set up this via NICE CXone. For more info about this, reach out to your NICE CXone representative or implementation partner.