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8x8 Support

Agent Workspace: Configure Your External CRM

Objective

If your contact center is integrated with an External CRM, such as Salesforce or NetSuite, you can access your CRM account from your Agent Workspace by saving the login credentials necessary to access the account. Integrating with External CRM enables you to expand the capabilities of the 8x8 Contact Center CRM, and to incorporate your existing CRM system data into your tenant's interaction processing workflow. The integration supports phone, voicemail, chat, and email channels allowing you to access data from External CRM through an integrated Agent Workspace.

Applies To

  • Agent Workspace
  • External CRM

Procedure

To enable your agent account for External CRM Integration:

  1. Click Work Offline.
  2. Go to Profile.
  3. Go to the External Setup tab.
    The External Setup provides three sections:
    • Authentication Tab: Allows agents to save CRM login credentials.
    • Screen Properties Tab: Allows agents to define screen pop properties such as opening a new window for screen pop.
    • Window Properties Tab: Allows agents to define size and position of the screen pop window.

      Note: The Screen Properties and Window Properties tabs are enabled only if the tenant administrator grants access privileges.

  4. Enter your CRM username and password in the Authentication section.

    Note: Salesforce requires you to add the security token to your password to authenticate access from an external application. Obtain your security token from the original Salesforce communication email or your Salesforce administrator.

  5. Modify the Screen Properties if required.

    Note: The agent's ability to define screen pop window properties is available only for Salesforce, Zendesk, and Microsoft Dynamics integration.

  6. Modify the Window Properties if required.

    Note: The agent's ability to define screen pop window properties is available only for Salesforce, Zendesk, and Microsoft Dynamics integration.

  7. Click Save.
    Your settings help launch your External CRM from Agent Workspace.
    Your supervisor provides you with the information you need to access and work with your contact center's External CRM product.

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