Table of Contents
Is the Dialpad integration compatible with Salesforce classic?
The Dialpad integration is compatible with both Salesforce Classic and Lightning Salesforce Classic supports click to call which launches the Dialpad desktop app (or Dialpad Everywhere)
How do I enable Salesforce Lightning integration with Dialpad?
To package install Salesforce Lightning for all users: Before you can enable the integration, you’ll need to select the Lightning app you want to enable with Dialpad. Here’s how: Make sure that the app is assigned to the user profiles of the users you want to enable, then select Save.
How do I log Dialpad calls to Salesforce?
As long as you’ve matched the right contact in Dialpad to Salesforce, all active inbound and outbound calls will automatically log in Salesforce as completed activities. The activity will be listed with the default title Dialpad Call and basic call info (call duration, call type).
How much does the Salesforce integration cost?
The Salesforce integration is free to install but requires a Pro and Enterprise Dialpad plan type. Teams will also need an Enterprise or Unlimited edition of Salesforce and/or an edition that supports API access. The Dialpad integration is compatible with both Service and Sales Cloud. Dialpad does not store Salesforce activities.
What phone systems integrate with Salesforce?
Best VoIP Apps Integrated with Salesforce Sales CloudGoTo Connect. 4.5. (608) The first-ever truly unified voice and video solution. … Acefone. 4.8. (73) VoIP Phone Service trusted by modern businesses. … CloudTalk. 4.4. (242) … Kixie PowerCall. 4.7. (188) … Aircall. 4.3. (290) … Ringover. 4.6. (185) … Five9. 4.2. (407) … Intulse. 4.6. (105)More items…
Is Dialpad a CRM?
Dialpad’s contact center software integrates with a whole host of other tools that agents and supervisors use. These range from CRM software that harness customer data, to workflow management software that help with scheduling and tracking KPIs and answer business needs to marketing tools—and many more.
Can you connect your phone to Salesforce?
A phone lets your team take and make calls alongside their other work in Salesforce. You can create a phone with Salesforce using Sales Dialer or Dialer for Essentials, or you can integrate a third-party phone product.
How do I enable click to call in Salesforce?
To enable Click-to-Call functionality:Go to Salesforce Setup > App Setup > Custom Settings > Feature Configuration > Manage.Click New; in the Name field, enter the value as CLICK TO CALL.Click Save.
How do I connect my dialpad to Salesforce?
Here’s how:Navigate to the App Manager.Select each Lighting app you want to enable with Dialpad.Select Edit.Select the Utility Bar > Add > Open CTI Softphone.Rename the Open CTI Softphone as Dialpad.Click Save and Done to complete.
Does Dialpad integrate with Zoho?
Dialpad’s Zoho CRM integration is available to Zoho Standard, Professional, Enterprise, and Ultimate customers using Dialpad Talk, Contact Center, and Sell on the Pro and Enterprise plans.
Is there a mobile app for Salesforce?
Salesforce for iOS is available from the App Store, and Salesforce for Android is available from Google Play. The Salesforce mobile app is included with all Salesforce orgs. The Salesforce mobile app puts key data and features at your disposal, wherever you are.
Can we develop mobile app using Salesforce?
The Salesforce Platform extends the potential for mobile app development across the enterprise, giving you the ability to build and customise your own apps using intuitive drag and drop tools, wizards and forms.
How do I enable mobile applications in Salesforce?
To do this, log in to Salesforce on your computer and navigate to “Setup”. Under “Administration Setup”, go to “Mobile Administration” –> “Salesforce1” –> “Salesforce1 Settings” and check the box to “Enable the Saleforce1 Mobile Browser App”.
What is Salesforce lightning dialer?
Salesforce Lightning Dialer is an automated Calling Assistant that helps your Sales and Service reps at every step of customer engagement. Lightning Dialer is loaded with a list of leads and contacts that automatically starts dialing once the user clicks the Phone Number.
What is softphone in Salesforce?
A softphone is a customizable call-control tool that appears to users assigned to a call center. A softphone’s functionality and user interface are determined by the Salesforce admin. Important CTI Toolkit, also known as the Desktop CTI, is retired.
How do I make a phone number clickable in Salesforce?
The formula of the field should be in the following format: HYPERLINK(“tel:” & Phone, Phone,”_self”), where Phone is the API name of the existing field, holding account’s phone number. Save the new field and make sure that this field has required Field Level Security for the user’s profile to view it.
How to connect Salesforce to Salesforce?
To connect Salesforce: Scroll to the bottom of your contact’s profile. Click Connect to Salesforce. Enter your credentials to authenticate the connection. Once you’ve authenticated this connection you should see a Salesforce match populate on your contact’s sidebar whenever you have a match.
Can you toggle between dialpad and Salesforce?
No need to toggle between Dialpad and Salesforce. Click on Log Activity to enter a subject line and any notes. Let’s take a closer look at logging an open activity vs logging a completed activity.
Introduction to Dialpad
Dialpad is a unified Cloud Business Phone-service Communications Platform that connects teams via voice, video, messaging, and online meetings. Dialpad offers a comprehensive array of advanced features that can help streamline your business communications and increase productivity.
Introduction to Salesforce
Salesforce is a Cloud-based Customer Relationship Management Platform that offers easy-to-use business applications that can help build an amazing customer experience. Salesforce is a tool that you can use to stay connected with Customers, Prospects, Partners, Sales, and Market Services worldwide.
Versions of Salesforce
There are 2 versions of Salesforce Accounts for the customers. These are:
Prerequisites for Implementing Dialpad Salesforce Integration
Certain things should be kept in mind before implementing Dialpad Salesforce Integration. These are as follows:
Implementing Dialpad Salesforce Integration
There are 2 parts involved in setting up Dialpad Salesforce Integrations. These are as follows:
Key Features of Dialpad Salesforce Integration
Some of the key features of Dialpad Salesforce Integration are as follows:
Conclusion
In this article, you have learned about implementing Dialpad Salesforce Integration. This article also provided information on Salesforce, Dialpad, their key features, and the importance of implementing Dialpad Salesforce Integration.
How to connect Salesforce to Dialpad?
Company Admins will need to navigate to Dialpad.com and select Admin Settings > Company Settings > Integrations. Under Salesforce Options, go to Configure > Powerdialer > Enable Salesforce Powerdialer. It should allow you to connect your company’s Salesforce account to Dialpad to allow syncing of reps and call centers.
How to get a wrap up time on a call?
Once the Agent clicks on the Start Dialing button, they will be active on the Powerdialer mode and the record that is being dialed out will be loaded on the screen while it is being dialed. After the call is done, Agents will get a wrap-up time before moving on to the next call.
Enable Open CTI for your App
Before you can enable the integration, you’ll need to select the Lightning app you want to enable with Dialpad. Here’s how:
Enable Lightning
Once the package has installed, you’ll have the option to enable the Lightning integration for individual users. Here’s how:
How to make a call in Salesforce?
Make a Call. From the CTI, select Make a Call and enter the name or number of who you’d like to communicate with. You’re also able to click-to-call in Salesforce Lightning or search and contact and then make a call. Once the call connects, you’ll see call controls including record, mute, hold, transfer, and hang up.
What does enable calling mean in Salesforce?
When making a call, you may see Enable Calling as an option. It means that you have more than one web browser tab open with Salesforce Lightning. Choose this option to make or receive calls.
Can I log calls placed from a Shared Line (Department, Main Line, or Call Center)?
Yes! We currently log calls from shared lines like your Department or a Call Center.
Why can’t I log a note with my contact?
Chances are this is an issue with your Salesforce Instance. Have your Salesforce Admin follow these steps:
Are canceled calls logged in Salesforce?
Yes. However, calls made and canceled within 5 seconds will not be logged in Salesforce. Calls made and canceled after 5 seconds will be logged as a “Canceled Call”.
Do calls through the Dialpad chrome extension also create logs in Salesforce?
Yes – if you have the Dialpad Chrome extension enabled, it’ll hyperlink any phone number within the Salesforce interface.
The info in my contact’s profile isn’t updating immediately. What gives?
There will be times where the info displayed might not be updated automatically. In these cases, you can click the Salesforce logo to manually re-fetch the most up to date data.
Logged calls aren’t appearing under Activity History, or certain columns are missing. Why?
This may be due to your Salesforce configuration. Our integration uses standard field types:
How do I create a report in Salesforce to see my team’s call logs?
We suggest creating an Activities with Contacts report (click to view larger size).
Can you use both dialpad and Salesforce?
Yes, your organization can install both Dialpad for Salesforce Lighting and Dialpad Salesforce Classic integrations. However, users can only be enabled for one integration at a time, they can not use both at the user level.
Can you connect Dialpad to Salesforce Sandbox?
We have Lightning on Sandbox—does this integration work with that? Yes, you’re able to connect Dialpad accounts to a Salesforce sandbox instance.
Enabling The PowerDialer Inside Dialpad
Creating & Assigning Lists in Salesforce
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Install the Dialpad for Salesforce Package here. Use the SFDC App Launcher and search for Dialpad Lightning. Click on Dialpad Lighting, and you will be taken to the Powerdialer setup page. Once there, select Create New Listin the upper right-hand corner. Clicking on Create New Listopens the screen shown below. 1. List Name:Enter alphabetical letters, numbers, spaces, or …
List & Call Center Prioritization in Salesforce
- List Prioritization
The List Prioritization page allows you to rank different lists. - Call Center Prioritization
The Call Center Prioritization page allows you to rank different call centers.
Dialing Out of The PowerDialer
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In the Dialpad CTI in Salesforce lightning, Agents should see a Start Dialing buttonif they have been assigned to the list(s) and have records available to dial. Once the Agent clicks on the Start Dialing button, they will be active on the Powerdialer mode and the record that is being dialed out will be loaded on the screen while it is being dialed. After the call is done, Agents will get a wrap …
Setting Follow-Up Time
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Using the follow-up field, you’re able to send records out of a list and bring them back in after the specified timeframe. Please ensure that there is a field that lets you set a date and time. In the list creation view, select Edit under the Follow Up Fieldmenu and choose the field you’d like to use for follow-ups. After setting the follow-up time, records are taken out of the list and brought back in …
Viewing PowerDialer List Assignments
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As an Agent, you can view your Powerdialer list assignments using the “My Dialpad” tab in Salesforce. This page allows the agent to find out the records in his/her Powerdialer queue in the sequence used by the Salesforce application to vend out the records for powerdialing. You can also view lists that are assigned to you in this page.
Frequently Asked Questions (FAQs) For Sales Managers / Representatives
- Do I need a special license to use this integration?
This integration is available to all Dialpad Sell users on the Pro and Enterprise plans. - Can I create a list based on tasks that look against the parent object?
Not at this moment. Lists can be created only with Leads, Contacts, Accounts, or Opportunities.
Frequently Asked Questions (FAQs) For Salesforce / Dialpad Admins
- Which objects are added by the SFDC package for Powerdialer?
The following objects are added to your Salesforce instance by the new Dialpad for Salesforce package. 1. Dialpad Activity Log:Keeps a log of activities performed in Dialpad – List Update, Record Dialed, Record(s) Added, Record(s) Removed 2. Dialpad Agents:Creates a reference to Di… - Can I use the SFDC Classic integration or Dialpad Desktop app to powerdial?
Because of the nature of the Powerdialer and the contextual information that we present to the user, we limit the Powerdialer to the Salesforce Lightning CTI.