Managing the VCC for Salesforce Application

In brief, you will find the following information in this section:

• how to use VCC for Salesforce
• how to set up your contact center to begin accepting calls

Review the information found in the Prerequisites, and Verifying the Genesys Setup sections and then complete the steps found in the Setting Up Your Contact Center section to configure your contact center and to begin accepting calls.

See the glossary for VCC and Salesforce-specific terminology.

Prerequisites

Before proceeding with the installation, you must do the following:

• install the VCC for Service Cloud app
• install the latest stable version of Google Chrome

Verifying the Genesys Setup

To make getting started easy, Genesys completed the following provisioning tasks for you:

1. Installed the VCC for Service Cloud app. You can select it from the Force.com App Menu located in the upper right-hand corner of the Home view.
2. Created the Call Center record. You can view the Call Center record by clicking the Salesforce Setup tab and then navigating to: Build > Customize > Call Center > Call Centers.
3. Added a Call Center user (the system administrator) to the Call Center record.
4. Created a softphone layout for your contact center. You can view the layout by clicking the Salesforce Setup tab and then navigating to: Build > Customize > Call Center > SoftPhone Layouts.
5. Assigned your contact center with a phone number. You can view this number in the VCC for Service Cloud app under Setup > Routing.
6. Created an ACD queue that routes your contact center’s calls. You can view this queue on the Setup > Routing page. You can also create additional virtual queues.
7. Assigned a default routing template to the queue. You will modify this template and authorize the VCC for Service Cloud application to route calls based on the Salesforce data.

Setting Up Your Contact Center

The following procedures outline how to set up your contact center:

• Creating and Managing Users
• Creating Skills
• Routing Calls
• Creating and Uploading Recordings
• Creating Reports

Creating and Managing Users

From the Setup tab, click the Users tab to access this page. With the Users page, you can perform actions such as:

• Create new Call Center users
• Assign roles, skills, or phone numbers to users
• Change roles, skills, or phone numbers for one or multiple users
• Remove a user from the contact center

Important

Creating new Call Center users is done using the Salesforce Setup tab located in the upper right-hand corner of the main screen. All other steps are performed using the VCC for Salesforce Setup tab located on the upper left-hand corner on the main screen.

Creating Call Center users

Creating new Call Center users requires giving new or existing Salesforce users an Administrator or Agent role in VCC for Salesforce.

A Salesforce system administrator needs to create the first administrator user in VCC for Salesforce; after that, any VCC for Salesforce user with an Administrator role can create other users. For an explanation of the concepts used here, see the Glossary section.

Important

Setting up your contact center requires creating a Genesys Connection user who establishes a connection giving the VCC for Salesforce app access to the Salesforce data. For more information about this one-time task, see the Enabling Data Lookup topic.

Adding Call Center Users

To add new Call Center users:

1. From the Salesforce Setup tab, click Build > Customize > Call Center > Manage Call Centers to open up the All Users screen.
2. If you see the Introducing Salesforce CRM Call Center splash screen, instead of the All Call Centers screen, click Continue.
3. Click on Genesys Cloud Call Center to open the Genesys Cloud Call Center screen.
4. Click Manage Call Center Users to open the Manage Users screen.
5. On the Manage Users screen, click Add More Users to open the Search for New Users screen.
6. On the Search for New Users screen, click Find. Or, optionally, add the Filter By Additional Fields criteria.
7. In the results area, select the check-box for one or more users and click Add to Call Center.

Creating New Salesforce Users

To create new Salesforce users:

1. From the Salesforce Setup tab, click Administer > Manage Users > Users.
2. Click New User.
3. Enter the required information into the fields.
4. Click the Salesforce User check-box to give the user access to the Salesforce console and the softphone.
5. Click Save.

Finding existing users

All three of the following searches can be done individually, or all at the same time.

Finding a User by Name

To find Call Center users by name:

1. From the Setup tab, click Users to open the Users page.
2. You can enter the name of a specific agent into the Name search field.
3. Click Search.

Finding a User by Specific Profile

To find Call Center users by profile:

1. Click the Profile drop-down menu.
2. Click Search.

Finding a User by Specific Role

To find Call Center users by role:

1. Click either Agent or Admin under the Role column.
2. Click Search.

Managing user attributes

The Users page in the VCC for Salesforce app provides a list of all the Salesforce users in your organization. Users, who also have access to VCC for Salesforce, have a check-mark added to the Role column found on the User Profile page. This page can be accessed by clicking on the Name link for the user for which you want more details.

VCC for Salesforce makes it easy to manage users either one at a time, or in bulk — for example, you can select five people and assign them to an agent role with a single click.

To give a user access to VCC for Salesforce, you must assign them a role. If the user has an agent role, you must assign them a phone number and a skill.

Assigning Roles, Skills, or Phone Numbers

To assign a role, a skill, or a phone number to an user:

1. From the Setup tab, click Users.
2. Find the user to whom you want to give access under the Name column and click their name to open the User Profile page.
3. Configure the following:
   • Role — VCC for Salesforce provides two roles: Administrator and Agent. The only difference between the two is that administrators can create and edit other VCC for Salesforce users and agents cannot.
     
     You can assign a user to both roles if, for example, you want the user to process calls, but also be able to manage other users.
     Important

     If you use the role hierarchy in Salesforce, note that the Salesforce roles are unrelated to the VCC for Salesforce roles. Likewise, the VCC for Salesforce Administrator role is unrelated to the System Administrator profile in Salesforce.
   • Skills — Select the skills that are appropriate for this user. Place your cursor in the Skills field to see a drop-down menu.
   • Number — Enter the user's desktop phone number or mobile number. This number is the phone number where incoming calls are routed.
4. Click Save to return to the Users page.

Managing a Single User

To change a user's role, skills, or phone number, complete the following steps:

1. From the Salesforce Setup tab, click Administer > Manage Users > Users.
2. Click the name of the user you want to edit. The profile page opens.
3. (Optional) Change the user's role. VCC for Salesforce provides two roles: Administrator and Agent. The only technical difference between the roles is that Administrators can create and edit other users in the VCC for Salesforce app and Agents cannot. You can assign both roles to the same user — for example, if the user needs to accept calls and also manage other users.
4. (Optional) Add or remove skills. A drop-down menu of skills appears when you put your cursor in the Skills field.
5. (Optional) Change the user's phone number.
6. Click Save to return to the Users list.

Managing Multiple Users

To manage several users at the same time:

1. On the Users page, click the flag icon next to every user you want to edit. This action creates a Flagged dialog box below the Users list.
2. In the Flagged dialog box, click Edit and choose one of the following:
   • Assign Agent Role — Click this option to assign the agent role to all flagged users.
   • Assign Numbers — Click this option to assign each flagged user a unique phone number.
   • Assign Skills — Click this option to select a skill for all flagged users.
   • Remove from Contact Center — Click this option to remove the role, skills, and phone number from all flagged users.
3. When you are finished, click Unflag all users.

Removing users

Removing a user from the contact center removes that user's access to the VCC for Salesforce app, meaning the user's role, skills, and phone number are deleted. Users who formerly had an Administrator role can no longer access the Setup tab in the VCC for Salesforce app and users who formerly had an agent role can no longer access the softphone to manage calls.

Important

When you remove a user from the VCC for Salesforce app, the historical reporting is unaffected.

To remove a user:

1. On the Setup > Users page, remove a single user by clicking their name and then choosing the Remove User from Contact Center link.
2. Optionally, you can simultaneously remove several users by flagging them on the Users page and choosing Remove from the Edit menu.

Removed users still appear on the Setup > Users page because the Users list is a list of all Salesforce users. You can tell at a glance whom was removed from VCC for Salesforce because these users no longer have any roles.

Creating Skills

Create skills for agents. See the skills section for more information.

Routing Calls

Assign a routing template to your primary (contact center) queue. If you plan to route calls to virtual queues, create those queues and assign their routing templates. See the routing calls section for more information.

Creating and Uploading Recordings

Create and upload the recordings that you want callers to hear — for example, the welcome message and on-hold music. See the media section for recording types and file format requirements.

Creating Reports

Create reports for agents. See the Queues and Skills tabs in the reporting section for more information.