Call Center Agent Scripts with Salesforce Lightning

Salesforce Lightning is the new, modern rewrite of Salesforce Classic. And as it evolves, it is getting better at interfacing with pop-up applications like Zingtree, although it still lags behind the capabilities of Salesforce Classic. Here’s what can be done as of March, 2018.

Setup

Within your Salesforce setup, you can create a new custom button or link.

1. In Lightning, go to Setup, Object Manager, Case, and create a new Detail Page Button or Detail Page Link:

2. For the URL, make it look like this (substituting the tree ID of your script for #########):

   https://zingtree.com/host.php?tree_id=#########&style=panels&show_history=1&persist_names=Restart&persist_node_ids=1&agent_mode=1&nopermalink=1&source={!Case.OwnerEmail}&session_id=SF#########-{!Case.CaseNumber}

3. Now add the button or link to your Case Page Layout. Go to Setup, Object Manager, Case, Case Page Layouts and select Case Layout.

4. If you’re adding a Custom Button, click Buttons, and drag the button we created called “Agent Script” into the Custom Buttons area.

   If you’re including a link, click Custom Links, and drag the link we created called  “Call Script” into the Custom Links area.

Agent Experience

Here’s a quick video showing how the agent experience works. Unfortunately, Lightning doesn’t let you launch a new pop-up window like Classic does. It has to open in a new tab, and only after clicking a “confirm”.

We expect Lightning to get better as time goes on. Got any tips or updates for us? Please share!