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

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

 

Overview

This article provides a simple comparison of features and look and feel of the two available 8x8 Work for Salesforce integrations.

Note: The v2.8 integration is in legacy status, and will eventually be retired in favor of the v3.1 integration platform. As of January 2021, there is no set ETA for this retirement.

Applies To

  • Salesforce
  • 8x8 Work
  • Integration v2.8 (Legacy)
  • Integration v3.1

Note on customization:

  • v2.8 (Legacy) has one in-box customization available, which must be performed directly by a Salesforce administrator.
  • v3.1 (Maestro) integration functionality is limited to "out of the box" features, but can be customized.
    • Customization requests must be submitted by the customer through their 8x8 Sales representative to 8x8 Professional Services. Professional Services will determine feasibility and cost involved.

Comparison

Screenshots shown below were taken from Salesforce Lightning mode, with the 8x8 communication panel undocked.

Version 2.8 (Legacy) Version 3.1 (Maestro)

Front page of the comm panel, before and after login

This is referred to as the Main Menu.

clipboard_e78c77ca2b91402f4d0fa265380422f8e.png   clipboard_ef3ea125819034aea04aab827682187e7.png

Front page of the comm panel, before and after login

This is referred to as the Main Menu.

clipboard_e3566d09c042328ca3de9b5088fb92fa5.png   clipboard_e52b783682afa9792faa647f630daad18.png

 

Version 2.8 (Legacy) Version 3.1 (Maestro)

Configuration Menu

This menu is available to each individual user.

  • Main Menu > Menu

clipboard_eaa38ee1cc1934283eea7c84f348b97ee.png

Configuration Menu

This menu is available to each individual user.

  • Main Menu > Settings clipboard_e8adfeef35d7a222708854dceb896852f.png

clipboard_ed983d2151bb1729a3fa11d0c5994857e.png

Version 2.8 (Legacy) Version 3.1 (Maestro)

Settings

These settings are available to each individual user.

  • Main Menu > Menu > Settings

clipboard_eaa38ee1cc1934283eea7c84f348b97ee.png   clipboard_e9c2fbdde85186c1ec2436e59f0d5e5ab.png

Settings

These settings are available to each individual user.

  • Main Menu > Settings clipboard_e8adfeef35d7a222708854dceb896852f.png > IntegrationsSalesforce

clipboard_ed5b4f5fd0590dd8d1629b7768a4908e1.png   clipboard_e5ce1c6b88918112306e824059d102792.png

Version 2.8 (Legacy) Version 3.1 (Maestro)

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. 

clipboard_e2aaa356224fd4b930ad60cb8563307fd.png

Extension / Login Info

  • Main Menu > Settings clipboard_e8adfeef35d7a222708854dceb896852f.png > 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.

clipboard_e31948463763b75c4089987793232a0d3.png

Version 2.8 (Legacy) Version 3.1 (Maestro)

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.

clipboard_eb316d515b92c5f987b7623a9f7310cca.png

Report a Problem

  • Main Menu > Settings clipboard_e8adfeef35d7a222708854dceb896852f.pngReport 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.

clipboard_efbc50af34e8fb899e8398102318589ca.png

Version 2.8 (Legacy) Version 3.1 (Maestro)

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:

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 clipboard_e8adfeef35d7a222708854dceb896852f.png > Advanced > Reset

clipboard_ea4ff5df8cd4eb244ad3d3e08dc2659eb.png   clipboard_e5a3cd114eb674f7b4652bf5714c25fb2.png

Version 2.8 (Legacy) Version 3.1 (Maestro)

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.

clipboard_e9f4da161c5243ebff5f1c0189686152e.png  clipboard_ee4f9970b7c19ca9f737f1642acb29d20.png

 

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.

clipboard_e2f0b72f329d718de7e22ff1881b990de.png   clipboard_e82aaef2868bdf46ee309b149e92941f3.png

Version 2.8 (Legacy) Version 3.1 (Maestro)

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.


     

clipboard_eec36072e99a5806da278934ca6d31fd3.png  clipboard_e69a8d19c29f0cb816dea8ebb58a63c88.png

 

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.

clipboard_eef7c7c6812348131b321e16776f82c1c.png   clipboard_e75b4d6f5046c7e662a6bd8e69e47ce6e.png

Version 2.8 (Legacy) Version 3.1 (Maestro)

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

clipboard_ed899138f45bcc1d5ebc9a321355d0b58.png  clipboard_ec7568e96cea75107677790f61a8c8722.png

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

clipboard_e3d80804da7999646b9f40028ec0ef7af.png   clipboard_e318abb93498a36ba434803d3f0ee7cd6.png

Version 2.8 (Legacy) Version 3.1 (Maestro)

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.

clipboard_e696817c41342d6514fe47a2aafe4b29f.png

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.

clipboard_ec7f62ffedd99d60b15a3861fc6c0a7c8.png

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.

clipboard_ec9ec1bdaa94ecc139e9885c811f2d6a7.png


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.

clipboard_ece8376b56377b5dfc9ffe34716966fdf.png

Version 2.8 (Legacy) Version 3.1 (Maestro)

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.

clipboard_ec7568e96cea75107677790f61a8c8722.png  clipboard_e38fcb55304f7b71d2211c44841092432.png

Create a Follow-Up Task

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

 

Version 2.8 (Legacy) Version 3.1 (Maestro)

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

clipboard_ef3ea125819034aea04aab827682187e7.png   clipboard_eaa38ee1cc1934283eea7c84f348b97ee.png

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 > clipboard_ee3106cdc7508b6d1488ac50743a9cde5.png > Logout

clipboard_e2128109fed76ae5257dfbd1785eaf3a9.png   clipboard_ed8e5834184e7b413ad2b829b87819341.png