After you've integrated your CRM with CXone Agent Integrated, you can:
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Create a current interaction record: Create a record that contains information about the contact the agent is currently handling. These current interaction records appear in CXone Agent Integrated, in the Current Interaction section of the customer card. They're connected to both CXone Agent Integrated and your CRM, so if the record is updated in one app, it automatically updates in the other.
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Set up data memorialization: Connect CRM data fields to CXone Agent Integrated. When a field is changed in one app, it automatically updates in the other.
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Set up dynamic data mapping: Display CRM data fields to agents in the customer card in CXone Agent Integrated.