A New Trailhead Module and PureCloud for Salesforce


Have you been on the trail yet?  If you want to stay on top of Salesforce’s continually evolving feature set in the most efficient way possible, check out Trailhead.  It isn’t just a technical reference or training website; Trailhead is a dynamic experience that allows you to earn “badges” by following trails, which means reading through content, answering short quizzes, and completing hands-on tasks.  I’m comfortable learning in various ways, but I really like Trailhead’s visual design, it’s clever metaphor, and the casual way it engages me.

If you haven’t seen Trailhead yet, now is a perfect time, especially since they now have a Call Center Integration module.  The topic of this trail is call center integrations in general, but it provides some good background that directly applies to PureCloud for Salesforce®.  PureCloud® has its own outstanding resource center, but I wanted to provide a short “trail map supplement” that brings together the general Trailhead content with the specifics of PureCloud for Salesforce.

Screen Pops

One of the first stops along the trail is the screen pop.  As Trailhead describes, with a screen pop, there is “no more time spent searching, scrolling or clicking for information about a customer.”  I like to think of the screen pop as “instant context” for agents, and it’s one of the key benefits of PureCloud for Salesforce.  PureCloud for Salesforce provides the out-of-the-box screen pops based on inbound phone numbers as described in Trailhead.  Beyond that, it provides granular control over what exactly is shown to agents.

These PureCloud resource center articles explain those advanced configuration options:

Screen pop a Salesforce page for inbound calls in PureCloud for Salesforce

Screen pop a Salesforce search result for inbound calls in PureCloud for Salesforce

Call Center Definition

Another stop on the trail is the call center definition file.  The trail takes users on a great behind the scenes tour to show some of the raw data that makes up the call center definition.

There’s really only one reason that an administrator would need to modify the data in the call center definition, which is to change the URL to point to the correct region for the PureCloud org.

More information about making that change is available here: Change the region of your PureCloud organization for PureCloud for Salesforce

Service Cloud vs. Sales Cloud

The last stop on Trailhead describes the difference between how a call center appears in Sales Cloud and how a call center appears in Service Cloud.  I know there can be a little confusion as to where the call controls appear, but the screen shots especially make the difference clear.

The important thing to know about PureCloud for Salesforce is that it works in both Sales Cloud and Service Cloud.  The fundamental features are the same between both clouds.  But, there are some features which take advantage of the agent productivity features in Service Cloud.  One of those features is the workspace transfer.  This makes transfers as painless as possible, since the agent who receives transfers is also shown a screen pop of the tab and sub-tabs that the original agent was viewing.

More information about workspace transfers in PureCloud for Salesforce is available in the resource center.  Other differences between Sales Cloud and Service Cloud are called out feature by feature.

PureCloud for Salesforce enables frees agents to be as efficient and effective as possible, and it also completes your data by showing each customer interaction. For more information on PureCloud for Salesforce and the PureCloud platform, use this form to request a demo.

Randolph Rife

Randolph Rife

As Sr. Product Owner, Randolph develops vision and direction for PureCloud client integrations to Salesforce and Zendesk. When he’s not working in JIRA, he’s having conversations with the development teams, the sales teams, the services team, customers, partners, prospects, and anyone and everyone else interested. He evangelizes the products and features we have and solicits input to determine what’s next.