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Setting up Sales Engagement
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The Sales Engagement module is a solution designed to speed up the sales process.

If you are using Talkdesk for Salesforce, you can enable Sales Engagement to allow your agents to click to call and automatically mark a call as “completed” when the call ends, moving it to the next step of the sales cadence process. Without this, “mark complete” would be a manual step. The information on call dispositions will be passed as well, so you can decide the workflow depending on this. 

Please follow these instructions to set it up.

 

Requirements

To use Sales Engagement, please confirm if the feature is enabled on your Salesforce org and that users have all required licenses and permissions. Note that the integration user needs to have the Sales Engagement User permission.

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  1. On your Salesforce account, navigate to Setup [1].
  2. Perform a Quick Find for “Sales Engagement”, and then follow the configuration steps.

 

Defining Call Results for Branching

If the goal is to use decision points based on Call Results, on Sales Cadence’s workflows, you can map the Call Results on Salesforce with the Dispositions in your Talkdesk account, through the Sales Engagement page of the Setup.

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  1. Go to Sales Engagement Settings  [1].
  2. Click on Cadence Call Settings section. 
  3. Under the "Define Custom Call Results" subsection, click the toggle to enable it [2].
  4. Under “Call Results Values” [3] add the Dispositions from your Talkdesk account, so that they match the Call Results you wish to use.
  5. Hit the Save button [4].

Notes:

  • Make sure to not enable the toggle to Always Show Salesforce Log a Call Window, otherwise, “mark complete” would be a manual step to log a call window.
  • For this configuration, Dispositions cannot include commas (e.g., “Not answered, try later”); this is not possible because Salesforce uses the comma as a separator character to allow us to relate two different Dispositions to the same Call Result. If you have Dispositions containing commas, and you wish to use them as Call Results, you can edit those Dispositions. Learn how by checking the article Dispositions.

 

Enabling and Configuring Sales Engagement on Talkdesk for Salesforce

After confirming the configurations above, you can proceed with the enablement of the HVS feature on Talkdesk for Salesforce, by following these steps:

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  1. Go to Talkdesk Admin [1] > Settings [2].

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  1.  Scroll down to the “Sales Engagement” section and enable the feature by clicking on the toggle [3].
  2.  In “Mark calls as completed on”, select the most suitable option [4] for Sales Engagement lists:
    • an outbound call ends, or
    • an outbound call disposition is set

Note: If you choose the option “an outbound call ends” then all settings related to Call Results will not work properly (decision points on Sales Cadence or reporting), because when a call ends the information related to the Disposition is not available.

  1. Disable the "Mark calls missed as completed" toggle [5] if you are not willing to mark a call as completed on Sales Engagement lists when the call is missed. By default, this option is enabled.
  2. Hit Save [6].

Once Sales Engagement is enabled, you and your team can start leveraging it.

For more information, please read the article Using Salesforce Sales Engagement (HVS).

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