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Info

This Guide describes main points of Salesforce Partner Community Integration usage, including leads creation and management and logging activities.

Other x-bees documentation: x-bees documentation.

Partner Community documentation: Wildix Partner Community Guide.

Created: May 2023

Permalink: https://wildix.atlassian.net/wiki/x/BAAtCw

Table of Contents

Introduction

Note

For Requirements and Activation, check x-bees Admin Guide.


From x-bees, it is possible to create new SF Salesforce Partner Community leads and manually log activities to SF:Salesforce Partner Community. The user who performs an action on a Salesforce Partner Community record from x-bees is assigned as the author of this activity in

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Salesforce leads management 

Note

Note: Salesforce lead management described in this chapter is currently available only on the x-bees web interface. 

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Salesforce Partner Community.

Salesforce Partner Community leads management 

Find leads and look up activities

Use the search field in the upper left part of the screen to find Salesforce Salesforce Partner Community leads and contacts. All the results matching your criteria from your Salesforce Salesforce Partner Community instance appear in the drop-down list with relevant icons:

  • Salesforce logo next to a contact indicates that there's a match in your Salesforce instanceSalesforce Partner Community
  • Orange icon indicates this match is a Salesforce Salesforce Partner Community lead
  • Violet icon indicates this match is a Salesforce contact

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  • Salesforce Partner Community contact

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Warning

Limitation: Currently, it is possible to find leads related to other partners within the same company (same PBX). 

To view the activities, click on the match and proceed to Upcoming and Overdue and Activity History on the Info panel: 

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When you click on Upcoming and Overdue or Activity History, the relevant screen opens on the Info frame displaying the necessary details:  


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If you are already in a conversation with a Salesforce Salesforce Partner Community lead or contact, click on the contact from the Info tab to view the information on this Salesforce Salesforce Partner Community match:

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Log activities

To manually log activities, open a Salesforce Partner Community lead on x-bees. You have two options: 

  • Create Task
  • Log Activity

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Users who created a task or logged a call via x-bees, can edit the tasks in Salesforce Partner Community.  

Note, that inbound Inbound and outbound calls via PBX are automatically logged for all users that have a match in Salesforce Partner Community (leads, contacts, accounts) and are displayed in Salesforce as completed tasks. 

Logged The data of a logged call data includes: participants participants, call type and duration, date and time the call was received/made, information about transfers.
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Conferences with leads are also automatically logged to Salesforce Partner Community as completed tasks in Activity History:

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Logged data includes conference title, conference date and time:

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Note

Notes:

  • The following below calls are not logged:
    • Received and missed PBX calls in case of an unknown number.
    • Calls made and canceled within that were cancelled or lasted less than 5 seconds.
    • Calls between users of the same PBX/ WMS Network.
  • If the lead has multiple matches, task is created for the newest lead.
    • This logic applies if the duplicate lead was created after installation of the integration. Otherwise, if a lead had multiple matches before installation of the integration, the match is chosen randomly.   
    • When the lead match is changed, all new tasks are created for the assigned match. Old tasks are not changed.

  • In case you are using queues in Salesforce and the Lead belongs to a queue, you may not be able to create a Task for this Lead in x-bees. In this case, you need to apply the following settings in Salesforce:

    1. Go to Setup -> Users -> Queues
    2. Select the queue and click Edit
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    3. Navigate to Supported Objects -> move the option Task to Selected Objects:
      Fixed an issue in which there was no pop-up notification about new messages sent to a group chat and no notification on the Chat tab inside the app.
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Conferences with leads are also automatically logged to Salesforce as completed tasks. Logged data includes conference title, conference start time, duration and participants:

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    • Tasks assigned to the previous match are not displayed for the new match. 


Note

Note: The logging process follows the below rules:

  • If x-bees user, who adds a task or makes a call or conference with Lead or Contact, is not present in Salesforce Partner Community, the task in Salesforce Parter Community is displayed as created by user who installed the integration. Otherwise, the task is displayed as created by user, who actually created the task, or had a call or conference with Salesforce Lead or Contact. 
  • When the user who manually logged the activity is not in Salesforce Partner Community, in the Task Information section a comment is added informing whom the task was created by.
  • Internal activities, which involve only x-bees users are not logged.
  • In case of a conference with multiple Leads or Contacts, a task is created for each Lead or Contact that has a match in Salesforce Partner Community.
  • If a Lead's owner is present in the conference, the Lead's owner is displayed as the creator of the task for this Lead. Otherwise, the creator is the user who installed the integration.

Multiple matches found in Salesforce Partner Community

In some casesSometimes, when looking for a Salesforce Partner Community lead on x-bees, multiple matches are may be found. In this case, you need first confirm the match, and then log the activity.

Note

Note: Keep in mind that the same Salesforce match can appear as a lead (orange icon) and a contact (violet icon). In this case, you need to select whether to log the activity to the Salesforce lead or to the Salesforce contact.

Click on the Matches in Salesforce field:

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Choose the relevant match (1) and click Confirm (2):

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Create a Salesforce Partner Community lead

You can create a Salesforce lead in x-bees from a conversation or from a contact card.

  • From a conversation

In case you are in a conversation with an external person who is not present in Salesforce Partner Community, you can add this contact:

  • From a contact card

In case you opened a Salesforce lead and you consider it a wrong match, you have an option to create a new Salesforce lead:

One match found in Salesforce:

  1. Click Wrong match?
  2. Click Create Salesforce Lead

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Multiple matches found in Salesforce:

  • ClickMatches in Salesforce (1) ->Create Salesforce Lead (2):

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  1. Click three dots next to the user -> click View Profile
  2. Press Create Salesforce Lead:
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  3. Enter Lead details and click Save:

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