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You would start by setting up Amazon Connect Flows to handle the initial call routing based on your specific queue requirements. This involves creating contact flows that direct the incoming call to the lead owner or, if unavailable, to the team queue as specified. These flows can be configured to ensure that calls are routed correctly according to your business rules.
On the Salesforce side, using Salesforce Flows can help in managing the CRM-related actions, such as changing the lead owner based on who accepted the call. Salesforce Flows can be used to automate these CRM updates, which are triggered by actions/events from Amazon Connect, ensuring that your sales records are always up-to-date and accurately reflect the current state of leads and customer interactions.
In summary, use Amazon Connect Flows for the voice call routing and initial handling based on your queue strategy, then employ Salesforce Flows for the CRM-related operations like updating the lead owner. This combined approach will leverage the strengths of both platforms to create a seamless integration that meets your business rules.
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Hi Sedat. I tried the above and i could not get it to work.
The business requirement is as such:
If configured on Amazon Connect, would this work on Salesforce Voice?
FYI this is Service Cloud Voice Retail/Bundle implementation (Salesforce created the AWS Account)
Thanks