Problem
Sometimes the simplest solution in Salesforce can really be the best.I was recently working with some custom software that created Dial Lists within Salesforce for a caller to navigate through.
For example, the person would start at Call 1, make the call, navigate to Call 2 and so on.
The client was experiencing a few issues using this software.
After investigating, it appeared that any changes made to a record that was being dialled whilst the agent worked through the list disrupted the dialler software.
Some of the changes that were causing disruptions included:
- Leads were being converted
- Leads were being edited (phone number changed etc)
- Leads were be edited so that they no longer matched the criteria of the dial list
Solution
The most frequently occuring issue was the conversion of a lead. The solution to this utilises a custom button to open the Lead Conversion page in a brand new window.The agent converts Lead and fills in the Opportunity details in new window, closes new window, and returns to next Dial List entry.
Steps
- Add a new action to the Next Action drop down list called "Converted".
- Create a new button on the Lead object to convert the record.
- Use the formula below to create the button, making sure the Behaviour is set to Display in new window. /lead/leadconvert.jsp?retURL=%2F{!Lead.Id}&id={!Lead.Id}
- Remove the standard Convert button from the Lead object
- Replace with the custom Convert button you have just created.
New custom button for Converting Leads |
Caller Behaviour (New)
- Agent initiates call by pressing dial in the dialler app.
- While on the call the Agent clicks the new Convert button and the conversion wizard opens in a new window.
- Agent populates the relevant fields and saves the record. Once the record is saved the Agent closes the window and goes back to the dialler.
- Next Action is set to Complete before the Agent clicks Next
- Agent continues with next call
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