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Auto Pop Salesforce Cases

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With Auto Pop Up for Salesforce Cases (also known as “auto case pop”), admins can configure Talkdesk to automatically display a new case to agents in Salesforce when a call is made or received in Talkdesk, thus reducing agents' effort and time, as they can immediately start adding information into the case.

 

How does it work?

  • This functionality is disabled by default in Talkdesk for Salesforce managed packages.
  • In Talkdesk, it needs to be enabled on the required automation.
  • Talkdesk will then pop cases open in Salesforce for the agent making or receiving the call.
  • It’s available in Salesforce Classic, Console, and Lightning.

Note: This feature does not work on some Salesforce Classic tabs namely: Case Details, Reports, Dashboard, Talkdesk Live and Talkdesk Admin.

 

Enabling the Auto Pop Up Functionality

Follow these steps to enable Auto Pop Up for Salesforce Cases.

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  1. In the App Launcher select Talkdesk.
  2. In Talkdesk Admin [1] select the Settings [2] tab.
  3. Scroll down to Enable Auto Pop Up Functionality.
  4. Switch the toggle button [3] to the “Enabled” position.

Note: Enabling this functionality will only consume one PushTopic and a field will be added to the case object. Also note that standard users, by default, will not be able to Auto Pop Salesforce Cases. To do this, they must be manually assigned PushTopic Read permissions.

Learn more about Talkdesk for Salesforce Admin Permission Sets and Salesforce Permission Sets.

 

Example: Case Pop When an Inbound Call Starts

As an example, the instructions below will guide you on how to prompt auto case pop from an inbound call. 

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  1. Select Automations [4].
  2. Click the Customize [5] button located at the bottom of the list. This will open the "Integrations Manager" page in Talkdesk.

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  1. Select Salesforce [6]

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  1. Select Add New Automated Task [7].

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  1. Use the dropdown menus [8] under “Choose an event and action” to configure “When an inbound call starts in Talkdesk then create a case in Salesforce”.

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  1. Set “Auto Pop-up Case” [9] to true.
    • Note: Section 3, “Define action”, allows you to customize the Subject, Description, and other parameters by which these cases are created. Visit the article Automated Task Fields for more information. 
  2. Make sure the automation is ON [10].
  3. Once finished, click Save [11].

The auto pop up will also work with other automations. For example:

  • When an inbound call ends in Talkdesk, create a case in Salesforce.
  • When an outbound call ends in Talkdesk, create a case in Salesforce.

For more information on how to configure your Salesforce automations in Talkdesk, please check Talkdesk for Salesforce Automations

Note: If you have assignment rules set up in Salesforce, make sure that they are not reassigning the cases created through these automations.

 

Troubleshooting Auto Case Pop

Auto Pop Up for Salesforce Cases relies on multiple settings to work expectedly. Without the expected configuration, agents may find cases don’t pop when making or answering calls. 

The following table summarizes at a high level the steps Talkdesk and Salesforce execute for Auto Case Pop, and required configurations related to those processes. 

Note: These troubleshooting suggestions are focused on configuration discrepancies within Talkdesk and Salesforce. Browser-level issues are not comprehensively covered, however, clearing cache/cookies in Chrome, running Chrome on its latest version, and testing the behavior in an incognito window are safe first steps to diagnosing undesirable behavior.

Talkdesk is aware to check Auto Case Pop events

Talkdesk must understand Auto Case Pop is active so that events are interpreted in relation to this feature. 

  • Account Enablement. Auto Case Pop must be enabled in Talkdesk Admin within Salesforce.
  • Automation Enablement. Auto Case Pop must be enabled for specific automations.

A valid event occurs to fire Auto Case Pop

Talkdesk fires Auto Case Pop events based on the automations where it's enabled. 

  • Automation Triggers. The automation’s triggering event must occur in order for it to fire (e.g., “When an inbound call starts” in the example above). 
  • Automation Filters. The automation’s filters must all be met in order for it to fire. See Automated Tasks Filters for more information. 

Talkdesk executes Auto Case Pop data to Salesforce

The data associated with Auto Pop Case is sent to Salesforce. 

  • Automation Action Data. The data submitted to Salesforce must define the active user as the case owner.
  • Salesforce Resources. Talkdesk requires one PushTopic for Auto Pop Case.
  • Salesforce Permissions. Standard users must be assigned PushTopic Read permissions and access to the fields: accountId, caseNumber, ownerId, talkdesk__pop_up_destination__c and talkdesk__auto_pop_up_case__c. See Talkdesk for Salesforce Admin Permission Sets and Salesforce Permission Sets for more information. Additionally, the synched user (i.e., the user profile that installed the integration) must be active in both Talkdesk and Salesforce. 

Salesforce and Talkdesk relate the data to a case and Agent

Once Salesforce receives the execution data, it will pop the case to the agent if they are online.

  • Talkdesk for Salesforce version. You must have the latest Talkdesk for Salesforce managed package installed. While multiple versions theoretically support Auto Case Pop, troubleshooting is best conducted on the latest version.
  • CTI softphone. The Salesforce phone widget (i.e., CTI softphone) is enabled on the active application. Learn more at Adding Callbar to Salesforce Lightning apps
  • Salesforce Connector. The Salesforce phone widget recognizes the agent’s login. See Please Login in Salesforce Connector for troubleshooting related to this feature. 

Salesforce Clickjack Protection avoids malware

Due to the latest attacks related to Clickjacking, which makes the users click on a webpage element that can induce them to download malware, Salesforce has implemented the feature ClickJack Protection, and is advising all the organizations to use this.

This extra layer of security can make the auto pop up to stop working.

  • Safelisting required on Salesforce. To solve this, you need to safelist two domains on Salesforce: https://*.talkdeskapp.com  and https://*.lightning.force.com:
    • Log in to your Salesforce account. Select Setup and go to Sessions Settings. Scroll down until you see the Add Domain button next to “Visualforce pages” and “Surveys” and click on it. Enter the first domain, and click Save. Repeat the process to safelist the second domain.


If any issues persist, please contact support@talkdesk.com

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