Salesforce integration allows administrators to link their Zailab Organization with their Salesforce account and by doing so you are able to view all contacts that are saved on Salesforce within your Zailab Organization. Also, you will be able to see any interaction that agents have had with clients via the Zailab organization on your Salesforce account.
To begin go to the Integrations tile on your Admin dashboard. By clicking on the Integrations tile you will be taken to a new view.
Simply click on the “Get started” button.
Once you have clicked on “get started” you will be shown all available integrations, select “Salesforce” and click on “next”
We are almost there, next click on the “Connect” button you will then be taken to the Salesforce login page.
Simply put in your login details (your credentials are not recorded by Zailab)
After you have logged into your Salesforce account you will be asked to allow Zailab to access various information, this is what allows us to Sync your Salesforce account with your Zailab Organization. Please select “allow”
After allowing Zailab to access your information, you will be redirected to your ZaiLab Admin dashboard, where you will see that you have successfully integrated with ZaiLab if the Salesforce tile says “Connected”.
At this point, all your contacts from Salesforce will begin to synchronize this may take up to 5 minutes.
After allowing Zailab to access your Salesforce account all your Salesforce Contacts will automatically be imported into your Zailab Organization.
Once this is complete ZaiLab will be able to provide you with information about clients calling into your contact center (as long as they are captured on your Salesforce account)
When looking for contacts, all an agent has to do is search via the contact card using any of the following contact information:
- First name
- Last name
- Contact mobile number
- Email Address
Zailab will return the contact and any information linked to his contact.
This allows the agent to offer personalized customer service.
If a client's contact details change, Zailab's continuous downstream contact sync means that you will only have to update your Salesforce account. (from Salesforce to ZaiLab)
Each time a new contact is created or a client's details are edited in Salesforce, your Zailab Organization will update with said clients' information, so that the agents always have the latest customer information available.