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Talkdesk for Salesforce Automations

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One of Talkdesk for Salesforce’s most beneficial features is its automations. These automations work similarly to Salesforce’s workflow rules and can be used to automate many of the manual call center tasks your agents perform daily.

Our customers often report that Talkdesk automations increase the productivity of their agents by 25-30%. When agents have more time to focus on what they do best, they’re able to maximize their time and get more done each day.

 

Viewing Your Automations

Talkdesk for Salesforce includes 7 automations out-of-the-box. You can view these automations and enable/disable them at any time by going to App Launcher > Talkdesk > Talkdesk Admin > Automations.

If you would like to add more automations, simply click the 'Customize' button located at the bottom of the list. Doing so will automatically open a new page that leads to your main Talkdesk instance [1]:

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Adding Automations

To create a new automation, navigate to to the 'Integrations' tab of the Admin section in Talkdesk. Scroll down to find Salesforce and click 'Settings' [2].

On the next page, you will see a list of all the Salesforce automations that are currently configured and their status. Click 'Add New Automated Task' [3].

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Configuring Automations

Creating automations is simple when you think of each recipe as operating under an “if/then” model:

If something happens in Talkdesk, then do something in Salesforce.

Examples of Talkdesk events that can activate an automation include inbound/outbound calls, missed calls, abandoned calls, left voicemails and more.

Examples of Salesforce actions that can be taken as a result of an automation include call logging, case creation, note creation, task creation and more.

To serve as an example we’ll go through the steps for setting up the automation to create a Salesforce task whenever a voicemail is left:

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STEP 1: CHOOSE A TALKDESK EVENT AND AN ASSOCIATED ACTION

Select the appropriate inputs (a voicemail is left and create a task) from the dropdown lists to create the recipe [4].

STEP 2: ADD FILTERS TO THE EVENT (OPTIONAL)

To help you further refine your automation, Talkdesk provides the option of adding a variety of filters to an event. These filters allow you to specify factors such as who the caller is, who the agent is, which ring group the call went to, etc.

By adding filters, you can create highly targeted automations to ensure that no critical event ever slips through the cracks [5].

STEP 3: DEFINE THE ACTION

Depending on what action you have selected for your recipe, you will be presented with the ability to customize the message that is displayed as an output of the action [6].

The left-hand side of the page displays all of the possible Talkdesk values that can be shown in the message. On the right-hand side, you’ll find editable text boxes where you can customize the title and body of your message. Drag and drop any of the fields from the left-hand side of the page into the text boxes, and Talkdesk will automatically display the correct value in the final message.

To ensure that your automation will be activated properly, please take care to use only Talkdesk fields that will have a true value. For example, if the field “contact website” is not filled out for a particular contact, then any automation including that field in the message will not be activated.

STEP 4: SAVE THE AUTOMATION

Hit 'Save' at the bottom of the page to activate the automation [7]. 

This automation will now appear in both Talkdesk and Talkdesk for Salesforce where you can turn it on/off at any time.

To ensure that you and your team are getting the most out of Talkdesk’s automations, we encourage you to speak with our Professional Services team during implementation about which automations are right for your business needs. They can walk you through the steps of creating an automation and tailor them specifically for your use case.

If you need additional guidance post-implementation, please don’t hesitate to reach out to your Customer Success Manager or support@talkdesk.com

 

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