Automatic Call Distribution for Salesforce

 

Examples of usage of   Automatic Call Distribution for Salesforce set up in Amazon Connect

 

•Name Data Look Up

•Account Owner Extension Look Up

•Case Owner Extension Look Up

•IVR Look Up Case Number

 

 

These are only a few prominent examples that are described. The scope with  Automatic Call Distribution for Salesforce data and extension lookup is vast.

 

Few other examples are

 

1. Language lookup to greet the user in his/her language.

2. Language lookup to distribute the call to specific language support.

3. Get the status of the Account, whether the caller is a VIP customer or not. Set the priority high in the queue based on the account data.

4. Distribute the call to the contact owner if the caller is found in Salesforce.

5. Get the contract status from the caller account and convey the information to the caller accordingly.

 

In general,  Automatic Call Distribution for Salesforce can lookup any data in the Salesforce based on the caller information and then do the call distribution, greetings,set priority etc.

 

 

Note : To test any Automatic Call Distribution for Salesforce workflow definition, you can use the PBX Test Tool.

 

If the setup of Amazon Connect is done by Mirage, there are already workflows defined for the above mentioned scenarios.