Use onCall and openMatchingRecord
| Supported CRMs | Bullhorn, Microsoft Dynamics, Oracle NetSuite, Salesforce, ServiceNow, SugarCRM, Tier1 CRM, Zendesk
NOTE: Certain Advanced Workflow features are specific to certain CRMs where indicated.
|
| Supported PBX systems | All phone systems supported by Tenfold. Features may vary by system. For example, some phone systems support attached data while others do not. |
Search the CRM for a matching record during a multi-match call event
As a Tenfold administrator, you can configure the Tenfold UI to automatically open the matching CRM record upon a single-match call event. Complete the following steps:
- Navigate to your Tenfold Dashboard.
- Click the Features tab.
- Locate Advanced Workflow in the "Features" menu on the left-hand side of your screen.
- If Advanced Workflow is disabled, toggle the pill button in the top right corner to enable the feature.
- Click Manage Workflow.
- Click + Create New Workflow.
- Note that the configurator has automatically generated an ID, boxed in red in the image below.
- Copy this unique workflow ID for later use.
- Highlight and delete all pre-populated code. Your screen should now look like this:
- In place of the prepopulated code, paste the following:
javascript:
{
"type":"onCall",
"match":"singleMatch",
"action":{
"type":"openMatchingRecord"
},
"roles":[
"<your_selected_roles>"
],
"label":"Open Matched Call in CRM",
"id":"<your_workflow_id>",
"_teams":[
"<your_selected_teams>"
],
"note":"Upon Single Match event, open the corresponding customer record in the CRM."
}
- In the left pane, select the teams and roles that will have access to this workflow.
- Your configurator should now look similar to the following image:
- Paste the workflow ID that you previously saved into the indicated location:
- Click Save to publish your workflow.
- Generate an inbound or outbound multi-match call to verify that your workflow trigger has been successfully implemented.