Using the Zoom Contact Center Salesforce Integration

The Zoom Contact Center Salesforce Integration allows agents to access Zoom Contact Center functionality from the Salesforce. This provides agents with a better user experience, including:

• Improves agent efficiency with a unified experience.
• Enables a simple and intuitive agent experience.
• Reduces effort and handle time.
• Saves the agent after call work with automatically synchronizing customer data and history for each interaction.
• Provides customers with a personalized experience regardless of the channel they use.

Follow this article to learn how to use the Salesforce integration to set your status, accept calls, view engagement details, and make outbound calls.

Note: This integration only supports the Zoom Contact Center voice channel. Agents assigned to other Zoom Contact Center channel queues (video, chat, or SMS) should use the Zoom desktop client.

This article covers:

• How to access the Zoom Contact Center Salesforce Integration
• How to set your status
• How to accept an inbound call
• How to use in-call controls
• How to view engagement details
• How to make an outbound call
• How to view call history

Prerequisites for using Zoom Contact Center Salesforce Integration

• Pro, Business, or Education account
• Zoom Contact Center license
• Salesforce Integration set up by your admin

How to access the Zoom Contact Center Salesforce Integration

1. Sign in to the Salesforce Dashboard.
2. In the Zoom Contact Center panel, click Login.
3. Sign in to your Zoom account.
4. In the Salesforce Home Dashboard, select Contact Center.

How to set your status

Agents can select their real-time status for Zoom Contact Center. Status options are configured by your Zoom Contact Center admin.

1. In Zoom Contact Center, expand the status drop down.
2. In the status drop-down menu located in the top-left corner, select Ready so that you can receive and accept incoming voice calls.

Learn more about Zoom Contact Center statuses.

How to accept an inbound call

When your status is set to Ready, you can accept inbound calls.

When receiving an inbound call notification, click Accept to answer the call. Your status will automatically change to Occupied.

Notes:

• If you configured the app with Sales and the contact is new, you will see a pop-up window prompting you to add the new contact. You must close this pop-up window to accept or decline the call. We recommend disabling pop-ups for a better experience.
• Alternatively, you can configure the app with Console so the new contact window appears in the background.

Learn more about Zoom Contact Center inbound notifications.

How to use in-call controls

The Zoom Contact Center Salesforce Integration has the same in-call controls as the Zoom desktop client. Learn more about in-call controls.

How to view engagement details

After the voice call has ended, you will see information about the closed engagement. Learn more about the engagement information displayed during wrap up.

During a call, you can access the engagement details by clicking the ellipses icon In the top-right corner then Engagement.

There are two additional fields that are specific to the Zoom Contact Center Salesforce Integration:

• Contact/Lead: Select Contact or Lead in the first drop-down menu, then specify the contact or lead in the second drop-down menu to associate a Salesforce contact with the voice engagement.
• Relate to: Select an option to relate the call to. These options are determine by your Salesforce admin.

You can also add notes or disposition to the engagement.

How to make an outbound call

The integration enables agents to click-to-dial from within the CRM application to dial out to the customer with a customizable outbound caller ID. The outbound dialed call is automatically logged against the record whose number has been dialed out.

1. Change your status to Not Ready.
2. Next to the status drop-down menu, click the dial pad icon.
3. (Optional) Below the dial pad, select your caller ID and queue:
   • Caller ID: Change the outbound caller ID number.
     Note: Review the features and limitations of your outbound caller ID number.
   • Select a Queue: Select the queue to associate the outbound call with. Admins and supervisors will see the associate queue when viewing engagement history for the voice call.
4. In the main Salesforce window, click the Contacts tab.
5. In the Search field enter the name or phone number of the contact you want to dial
6. Select the contact, then click the contact’s phone number to dial it.
   • When the end-user accepts the call, the agent status displays the applicable queue status and continues the call experience.
   • The Outbound answered call is listed in the Recently Closed status.

How to view call history

Call history is automatically synchronized with the customer data and history for each interaction. Agents can access the call history from the Salesforce integration application.

1. In the Salesforce Home Dashboard, select Contact Center.
2. In the Zoom Contact Center panel, click History.
3. Click the drop-down menu to select the time period to display historical data for.
4. Click the filter icon to filter history.