Salesforce CRM Integration Interface Upgrade Overview
Overview
8x8 is releasing a new MAPanel integration for Contact Center. Currently this new integration is available only in Salesforce.
In this article we provide a catalog of the changes that you'll see in MAPanel v2.0 over previous versions.
Applies To
- 8x8 Contact Center
- Agent Workspace
- Integrations
- Salesforce
MAPanel v2.0
What is MAPanel?
MAPanel is a collection of components in our Contact Center product that facilitates integration with external CRMs like Salesforce, Zendesk, ServiceNow etc. It allows users to search for CRM records, to screen pop them, and log tasks/activities against the records whilst handling contact from them.
MAPanel is present in both Agent Console and Agent Workspace user interfaces.
MAPanel v2.0 currently applies to only to Agent Workspace embedded in Salesforce CRM (limited availability release).
What is Changing?
- Agent Console: For customers who use Agent Console within Salesforce, there will be no change to the user experience.
- Agent Workspace: Multiple updates include pronounced changes over MAPanel v1.1, as shown in the sections below.
Menu User Interface
The MAPanel menu UI component has been redacted in v2.0.
| MAPanel 1.0 | MAPanel 2.0 |
|---|---|
 |
 |
Settings
Settings that were previously located in the gear icon 
menus have been moved.
To access the settings in MAPanel 2.0:
- Click on the drop-down arrow at the top.
- Click Work Offline.
- Then click My profile.
- In the popup window, click on the tabs at the top to locate all of the settings that were available in the old MAPanel interface.
Note: When you see a Save button in any particular section, you'll be required to click it to permanently apply any changes there. As usual, changes to any settings that do not have a Save button are automatically applied.
Searching for CRM records
The process for matching CRM records is radically improved.
Before the user answers an offered interaction, the MAPanel will indicate that it is searching for CRM records.
| Toaster Notification Collapsed | Toaster Notification Expanded |
|---|---|
 |
 |
If the user answers an offered interaction before the CRM search has completed, the user interface will indicate that a record search is being performed.
CRM Matching
MAPanel 2.0 within the Agent Workspace will display different visual cues for scenarios where there are no matching records, a single exact match, and multiple matches. This includes the number of matching records found.
| No Match | Single Match | Multiple Matches |
|---|---|---|
 |
 |
 |
CRM Search & Linking Interactions
Within each MAPanel 2.0 interaction, the user can search for other CRM records, and link the interaction to the required record.
| MAPanel 1.0 Experience | MAPanel 2.0 Experience |
|---|---|
 |
 |
Dispositions
MAPanel 2.0 offers users the ability to add dispositions for both 8x8 Contact Center and Salesforce, all using the familiar and efficient Agent Workspace user experience.
| MAPanel 1.0 Experience | MAPanel 2.0 Experience |
|---|---|
 |
 |
Reminders
Follow-up tasks/reminders can be scheduled for both 8x8 Contact Center and Salesforce if required.
It's also possible to configure the system to use only Salesforce reminders, or only 8x8 Contact Center reminders, or to not use reminders at all.
Notes
Multiple Notes fields can be configured in Salesforce CRM and are made accessible in the Notes tab.
