8x8 Work for Salesforce Integration: Feature Comparison of v2.8 and v3.1

Front page of the comm panel, before and after login

This is referred to as the Main Menu.

Front page of the comm panel, before and after login

This is referred to as the Main Menu.

Configuration Menu

This menu is available to each individual user.

• Main Menu > Menu

Configuration Menu

This menu is available to each individual user.

• Main Menu > Settings

Settings

These settings are available to each individual user.

• Main Menu > Menu > Settings

Settings

These settings are available to each individual user.

• Main Menu > Settings  > Integrations > Salesforce

Extension / Login Info

• Main Menu > Menu > About

All of the fields shown on this menu page should display information related to the logged-in user. Missing information is typically an indication of a problem. 

Extension / Login Info

• Main Menu > Settings > About

All of the fields shown on this menu page should display information related to the logged-in user. Missing information is typically an indication of a problem.

Report a Problem

• Main Menu > Menu > Report a Problem

Creating a Problem Report generates an internal 8x8 bug report, which includes diagnostic information. This info can be used to help diagnose persistent issues.

NOTE: Problem Reports are not a valid method of contacting Support regarding problems with the integration or 8x8 services. Users will receive no feedback when reporting issues using this form.

Report a Problem

• Main Menu > Settings > Report a Problem

Creating a Problem Report generates an internal 8x8 bug report, which includes diagnostic information. This info can be used to help diagnose persistent issues.

NOTE: Problem Reports are not a valid method of contacting Support regarding problems with the integration or 8x8 services. Users will receive no feedback when reporting issues using this form.

Reset Panel (clear comm panel cache)

The Reset Panel process is not available in the 2.8 (Legacy) integration.

To delete cache and/or cookie data for any 8x8 Work integration, follow the instructions in this public KB article:

• 8x8 Work Integrations: Clear session data cache and cookies

Reset Panel (clear comm panel cache)

This process is available only to the v3.1 (Maestro) integration.

This action resets only cached data and Salesforce security token for the 8x8 integration. It does not clear cookie data.

• Main Menu > Settings  > Advanced > Reset

Call Connection and Identification

A call is received, the caller identified, and the call is connected.

Call control actions are identical for both integration versions.

Call Connection and Identification

A call is received, the caller identified, and the call is connected.

Call control actions are identical for both integration versions.

Call Assignment & Create New Account / Contact / Lead

Assigning a call to a Salesforce object such as a Contact.

• The v2.8 communication panel allows you to initiate the creation of a Salesforce Contact, Account, or Lead.
• This action can be performed before or after an active call is disconnected.
• The user will not be prompted to add a Salesforce object to associate an "Unknown" caller with.
  
  
   

Call Assignment

Assigning a call to a Salesforce object such as a Contact.

• The v3.1 communication panel does not provide functionality to initiate the creation of a Contact, Account, or Lead. Those objects must be created manually in Salesforce. The user can then assign the new object to the call.
• By default this action must be performed before the active call is disconnected.
• Also by default, the integration will pop a Salesforce New Case prompt for any called or calling person identified as "Unknown". Changing this and other behaviors requires a customization to be performed by 8x8 Professional Services.

Call Subject, Comments, and Outcome Selection

For v2.8, a call Subject and Comments may be written and a call Outcome selected

All can be done before or after a phone call has ended.

• Main Menu > Notes

Call Notes

For v3.1, only call notes can be written. There is no option to add a Subject line to the call notes, and no option to select a call outcome.

Call notes must be written before a phone call has ended.

• Main Menu > Search

EXAMPLE: Call Log and Task View

The v2.8 call log / Task elements can all be added before or after a call has terminated.

This includes Subject, Notes, and Call Outcome.

Below is an example of the Salesforce Task created by the v2.8 integration.

Note that this example includes all of the custom call log fields available to Salesforce administrators. Instructions for implementing this customization are linked here.

• The Subject, Notes, and Call Outcome are added to the log, as assigned by the user.
• All call log data are automatically sorted into their respective Task fields when the Salesforce administrator implements the custom call log fields.

NOTE: No backend customization to the legacy v2.8 integration is available.

EXAMPLE: Call Log and Task View

The v3.1 call log / Task notes must be added before a call has terminated.

Only call Notes may be added by the user.

Below is an example of the Salesforce Task created by the v3.1 integration.

• Note that by default, almost all call activity data is stored in the Comments section of the automatically-created Task.
• The Task Subject will always be Call with +[phone number].
• Call Notes are always prefixed with aidFields:[notes=]
• Call answered and Call Ended times are always in GMT time, not local time.

NOTE: Currently, all requests to customize any behavior of the v3.1 integration must be submitted by the customer directly to their 8x8 Sales or Partner representative, who will then open a request to the 8x8 Professional Services team.

Create a Follow-Up Task

For both v2.8 and 3.1, 8x8 call records are stored by the integration into a Salesforce Task object. When a call record is stored in Salesforce, the Task is automatically opened, saved, and closed.

In the v2.8 integration, a Follow-Up task is an additional Salesforce Task that is added to the Salesforce object (such as a Contact) and is left open as a future activity reminder to the user.

In the Notes tab, a follow-up Task can be created by clicking on Create Follow Up, just above the Save and Close button.

Note: Follow-Up Tasks do not store time information, meaning that you can create a Follow-Up Task only with a date, not time. If needed, the time can be manually entered into the Subject line by the user. This is a Salesforce limitation.

Create a Follow-Up Task

This feature is not available in the v3.1 (Maestro) integration.

Logging Out

Note: This option will not appear if the Salesforce Setup > Call Center SSO option is enabled in the 8x8 call center.

• Main Menu > Menu > Logout

Logging Out

Note: This option will not appear if the Salesforce Setup > Call Center SSO option is enabled in the 8x8 call center.

• Main Menu >  > Logout