Use the Customer Card CXone Agent for Microsoft Teams

If your administrator has enabled it for you, the customer card provides information to help you handle contacts. When you have an interactionClosed The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation. open, the customer card for the contact appears in the app space on the right.

There may be more than one customer card for a contact. You can merge customer cards by clicking Merge icon: two lines merging into one arrow..

Expand each section to access information about the contact:

Link CRM Records to Interactions

In the customer card, you can link CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. records to the interaction. When linked, information about the interaction, such as the contact's name, is passed to the CRM record. For calls, this happens after the call ends and you complete any after contact workClosed State that allows an agent to complete work requirements after finishing an interaction. For digital messages, it happens after you transfer the interaction or unassign it from yourself.

These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent for Microsoft Teams.

  1. In CXone Agent for Microsoft Teams, click Customer Card icon: a person next to a document. in the app space on the right.

  2. Open the Current Interaction or Related Interactions section of the customer card. Find the record you want to link.

  3. Click Link Icon of a chain link in a blue box. next to the record.

Unlink CRM Records from Interactions

In the customer card, you can unlink CRMClosed Third-party systems that manage such things as contacts, sales information, support details, and case histories. records from the interaction. Information about the interaction, such as the contact's name, is no longer passed to the CRM record.

These records are only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to CXone Agent for Microsoft Teams.

  1. In CXone Agent for Microsoft Teams, click Customer Cardicon: a person next to a document. in the app space on the right.

  2. Open the Current Interaction or Related Interactions section of the customer card. Find the record you want to unlink.

  3. Click Linked icon of a check mark in a green box. to unlink the record.

Relate Salesforce Records

You can relate Salesforce records inside CXone Agent for Microsoft Teams. When you click Relates To one dot on the top connecting to two dots on the bottom. next to a record in the customer card, you can select a second record. A link to this second record appears in the first record. You can relate records about the same contactClosed The person interacting with an agent, IVR, or bot in your contact center. to easily find all of their information later.

The created records are both pinned to the Current Interaction section. Relates To is green for one of them.

Your administrator must enable this for you.

Elinor Dashwood is chatting with Edward Ferrars. She finds a case record for Edward in Salesforce. She wants to relate this case record to the current interaction record so that Edward's records are connected. She clicks Relates To one dot on the top connecting to two dots on the bottom. next to the current interaction record in the customer card, then selects the case record in the Relates To field.

  1. In CXone Agent for Microsoft Teams, click Customer Card icon: a person next to a document. in the app space on the right.

  2. In the Current Interaction section of the customer card, click Relates To one dot on the top connecting to two dots on the bottom. next to a record.

  3. Select the record you want to relate in either the Name or Relates To field:

    • Leads and contacts appear in the Name field.

    • Accounts, campaigns, cases, opportunities, and custom records appear in the Relates To field.

    The Relates To one dot on the top connecting to two dots on the bottom. icon turns green one dot on the top connecting to two dots on the bottom, white with a green background.. In Salesforce, the related record appears in the corresponding field in the current interaction record. For example, a contact record appears in the Name field and an account record appears in the Relates To field.

Relate ServiceNow Records

You can relate ServiceNow records inside CXone Agent for Microsoft Teams. When you click Relates To one dot on the top connecting to two dots on the bottom. next to a record in the customer card, you can select a second record. A link to this second record appears in the first record. You can relate records about the same contactClosed The person interacting with an agent, IVR, or bot in your contact center. to easily find all of their information later.

In this example, the current interaction record is a ServiceNow case. The agent clicks Relates To one dot on the top connecting to two dots on the bottom. next to the case, which opens a drop-down list of records that can be related to the case. The agent selects the consumer record for Edward Ferrars by clicking Relates To one dot on the top connecting to two dots on the bottom. next to it.

The name of the consumer record appears in the Consumer field in the ServiceNow case.

Your administrator must enable this for you.

  1. In CXone Agent for Microsoft Teams, click Customer Card icon: a person next to a document. in the app space on the right.

  2. In the Current Interaction section of the customer card, click Relates To one dot on the top connecting to two dots on the bottom. next to a record.

  3. In the drop-down that appears, click Relates To one dot on the top connecting to two dots on the bottom. next to the record you want to relate to the current interaction record.

  4. The Relates To one dot on the top connecting to two dots on the bottom. icon turns green one dot on the top connecting to two dots on the bottom, white with a green background.. In ServiceNow, the related record appears in the corresponding field in the current interaction record. For example, a consumer record appears in the Consumer field. If the related record doesn't have a name, no text appears in the field. However, you can click Preview this record icon of the letter I in a circle. next to the field to view the related record.

    From here, you can:

    • Change the related record by clicking Relates To one dot on the top connecting to two dots on the bottom. next to another record of the same type. The Relates To one dot on the top connecting to two dots on the bottom. icon turns green one dot on the top connecting to two dots on the bottom, white with a green background. next to the new record.

    • Add another related record by clicking Relates To one dot on the top connecting to two dots on the bottom. next to another record of a different type. The Relates To one dot on the top connecting to two dots on the bottom. icon turns green one dot on the top connecting to two dots on the bottom, white with a green background. next to the new record. It switches back to white one dot on the top connecting to two dots on the bottom. next to the first record you related. However, note that the first record is still related in ServiceNow.

    • Click Related one dot on the top connecting to two dots on the bottom, white with a green background. to undo the relation.

View More CRM Records

The first records that appear in the Related Interactions section of the customer card are person-level records, such as Account, Contact, and Lead. You can refresh the Related Interactions section to see more records. These records are related to the first records. Records created during the interaction can appear.

  1. In CXone Agent for Microsoft Teams, click Customer Cardicon: a person next to a document. in the app space on the right.

  2. Open the Related Interactions section of the customer card.

  3. Click Refresh at the top of the section.

  4. Click the arrow that appears next to a record icon of an arrow pointing down. to view the records related to it.

Merge Customer Cards

Each time you interact with a new contact, CXone Agent for Microsoft Teams creates a customer card for the contact with their information. It also creates a new customer card every time you interact with a contact over a new channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. This means that there may be more than one customer card for each contact. You can merge them to keep the contact's information in one place.

Elinor Dashwood, an agent with Classics, Inc., is on a call with Edward Ferrars. CXone Agent for Microsoft Teams creates a customer card for Edward with his information from the call. During the call, Edward mentions he emailed Classics, Inc. yesterday. Elinor searches for the customer card created for Edward from his previous email interaction and merges it with the new one. His information is now stored in one customer card.

  1. Open an interaction in CXone Agent for Microsoft Teams. If the customer card for the contact does not automatically open in the app space on the right, click Customer Card icon: a person next to a document..

  2. Click Merge icon: two lines merging into one arrow. in the top right corner of the customer card.

  3. Possible duplicate customer cardsappear. You can also search for customer cards.

  4. Select the customer card you want to merge with the one you have open. Click Merge icon: two lines merging into one arrow..

    If the merge was successful, a green box appears at the bottom of the app space. The contact's information is combined into one customer card.