Call Center Agent Scripts with Salesforce Lightning

Salesforce Lightning is the new, modern rewrite of Salesforce Classic, and can work well for Call Scripting. And as Lightning 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.

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”.

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.

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