Configurer Zendesk Flux de travail à l’aide de ENHANCED WORKFLOW EXECUTE

Pour configurer facilement des flux de travail de recherche et de création entre un CRM et NiCE CXone Agent Workspace (Browser Extension) (Agent Integrated), vous pouvez utiliser l'action ENHANCED WORKFLOW EXECUTE Studio.

Vous devez disposer d'une action ENHANCED Workflow Execute pour chaque workflow que vous souhaitez configurer. Si vous souhaitez configurer plus d'un workflow, ajoutez plus d'une action ENHANCED Workflow Execute.

Dans Studio, ouvrez le script dans lequel vous voulez configurer un workflow.
Ajoutez une action ENHANCED Exécution du flux de travail après BEGIN.
Lancez l'assistant Exécution du flux de travail.
1. Si vous utilisez Desktop Studio, double-cliquez sur l'action ENHANCED Workflow Execute.
2. Si vous utilisez NiCE CXone Studio, sélectionnez l’action ENHANCED Workflow Execute et cliquez sur Ouvrir l’éditeur dans les propriétés de l’action.
Dans l'assistant Exécution du flux de travail, cliquez sur ajouter une configuration de Flux de travail.
Attribuez un Nom du flux de travail à ce flux de travail.
Dans la liste déroulante Nom de la configuration CRM, sélectionnez la configuration Zendesk que vous souhaitez que cette action ENHANCED Workflow Execute utilise. La liste déroulante affiche les noms de toutes les configurations CRM configurées dans Intégrations d’agents dans NiCE CXone.
Under Select Workflow Type, select one of the following options:
- Recherche de numéro DE téléphone : recherchez un ANI Aussi connu sous le nom d’id de l’appelant. numéro de téléphone listé d’un appel entrant, ou d’un appel vocal entrant. ou un DNIS Le numéro composé lors des appels vocaux entrants ou sortants.. S'applique aux interactions La conversation complète avec un agent sur un canal. Par exemple, une interaction peut être un appel vocal, un courriel, un clavardage ou une conversation sur les réseaux sociaux. voix, SMS Service de messages courts; également connu sous le nom de messagerie textuelle, ou SMS. et WhatsApp.
- Recherche d'e-mails : Rechercher des e-mails.
- Recherche dynamique : recherchez des types d'enregistrement spécifiques et des champs spécifiques.
- Création automatique : crée automatiquement des enregistrements Zendesk pour les interactions.
- Création manuelle : permet aux agents de créer manuellement de nouveaux enregistrements Zendesk depuis Agent Workspace (Browser Extension) (Agent Integrated) pendant qu'ils traitent des interactions.
Cliquez sur Prochain.
Configurer un workflow Phone Number Search Dans le champ Numéro DE téléphone, entrez l'ANI, le DNIS ou la variable que vous souhaitez rechercher. Les variables doivent toujours être placées entre crochets {}. Sous Mappage de workflow, sélectionnez le workflow de recherche que vous souhaitez utiliser. Vous pourrez modifier ce choix plus tard si nécessaire. Cliquez sur Créer. Un message de confirmation s'affiche. Testez le workflow. Dans le champ Test Phone, entrez un Numéro DE téléphone qui renverra des résultats. Cliquez sur Test. Les résultats s'affichent ci-dessous.
Configurer un workflow Email Search
Configure a Dynamic Search workflow
1. In the Search Parameters drop-down, select a record type. Click Add Entity. Repeat for each record type you want to search.
2. Configure the fields for the entity.
  - In Field Name, select the CRM record field you want to search.
  - In Operator, select Equals or Not Equals.
  - In Variable, enter a variable, a hard-coded value, or a combination of these. Based on the syntax rules of your CRM and the particular field, do one of the following:
    Enclose the search value in single quotes (').
    Enclose the search value in double quotes (").
    Completely omit quotes.
    Variables should always be in single quotes ('). Script variables should always be in single quotes and curly brackets '{}'. For example, '{ANI}'.
  Elinor Dashwood wants to search account and case records where the phone number equals a script variable named ANI. In the Search Parameters drop-down, she selects Account and clicks Add Entity. Elinor then selects Case from the Search Parameters drop-down and clicks Add Entity. In the Field Name drop-down for both entities, she selects Phone Number. In the Operator field for both entities, she selects Equals. Finally, in the Variable field for both entities, she enters '{ANI}'.
3. To add another field for the same entity, click the plus icon and configure the Field Name, Operator, and Variable fields. Then select one of the following options to determine how the parameters will be used in the search:
  - AND: Results must meet both parameters.
  - OR: Results can meet either parameter.
4. Click Next.
5. Under Workflow Mapping, select the Dynamic Search workflow you want to use. You can change this later if needed. These are the dynamic data mappings created in Agent Integrations > Configurations.
6. Click Create. A confirmation message appears.
7. Test the workflow. The fields you configured in step B appear. Enter a variable, a hard-coded value, or a combination of these that will return results. Click Test. The results appear below.
Configure an Automatic Create workflow
1. In the Search Parameters drop-down, select a record type. Click Add Entity. Repeat for each record type you want to create.
2. Configure the fields for the entity.
  - In Field Name, select the CRM record field you want to add to the created record.
  - In Variable, enter a variable, a hard-coded value, or a combination of these. Based on the syntax rules of your CRM and the particular field, do one of the following:
    Enclose the value in single quotes (').
    Enclose the value in double quotes (").
    Completely omit quotes.
    Variables should always be in single quotes ('). Script variables should always be in single quotes and curly brackets '{}'. For example, '{ANI}'.
  Elinor Dashwood wants to create account and case records where the phone number equals a script variable named ANI. In the Search Parameters drop-down, she selects Account and clicks Add Entity. Elinor then selects Case from the Search Parameters drop-down and clicks Add Entity. In the Field Name drop-down for both entities, she selects Phone Number. Finally, in the Variable field for both entities, she enters '{ANI}'.
3. To add another field for the same entity, click the plus icon and configure the Field Name and Variable fields.
4. Click Next.
5. Select the checkboxes next to the additional features you want to enable:
  - Pinned Record: Pin the created record to the Current Interaction section of the customer card. When a record is pinned, it is linked for data memorialization and timeline information by default. This means that data memorialization and timeline information will be added to the Zendesk record when the interaction is completed. If the agent does not want the information to be mapped, they can unlink the record.
  - Screen Pop: Configure the created record to automatically appear as a screen pop in Zendesk.
  - CacheResponse: Choose whether workflow results are cached. When results are cached, they appear in the customer card in the agent application.
6. Under Workflow Mapping, select the Automatic Create workflow you want to use. You can change this later if needed.
7. Click Create. A confirmation message appears.
8. Test the workflow. The fields you configured in step B appear. Enter a variable, a hard-coded value, or a combination of these that will return results. Click Test. The results appear below.
Configure a Manual Create workflow
1. In the Search Parameters drop-down, select a record type. Click Add Entity. Repeat for each record type you want to enable agents to create. You can add up to five record types.
2. Give the record type a Display Name. This is the label agents will see when they click Create New in the customer card. For example, if the record type you added is a task, you could enter Create Task.
3. Configure the fields for the entity.
  - In Field Name, select the CRM record field you want to add to the created record.
  - In Variable, enter a variable, a hard-coded value, or a combination of these. Based on the syntax rules of your CRM and the particular field, do one of the following:
    Enclose the value in single quotes (').
    Enclose the value in double quotes (").
    Completely omit quotes.
    Variables should always be in single quotes ('). Script variables should always be in single quotes and curly brackets '{}'. For example, '{ANI}'.
  Elinor Dashwood wants to enable agents to create account and case records where the phone number equals a script variable named ANI. In the Search Parameters drop-down, she selects Account and clicks Add Entity. Elinor then selects Case from the Search Parameters drop-down and clicks Add Entity. In the Field Name drop-down for both entities, she selects Phone Number. Finally, in the Variable field for both entities, she enters '{ANI}'.
4. To add another field for the same entity, click the plus icon and configure the Field Name and Variable fields.
5. Click Next.
6. Select the checkboxes next to the additional features you want to enable:
  - Pinned Record: Pin the created record to the Current Interaction section of the customer card. When a record is pinned, it is linked for data memorialization and timeline information by default. This means that data memorialization and timeline information will be added to the Zendesk record when the interaction is completed. If the agent does not want the information to be mapped, they can unlink the record.
  - Screen Pop: Configure the created record to automatically appear as a screen pop in Zendesk.
  - CacheResponse: Choose whether workflow results are cached. When results are cached, they appear in the customer card in the agent application.
7. Under Workflow Mapping, select the Manual Create workflow you want to use. You can change this later if needed.
8. Click Create. A confirmation message appears.
9. Test the workflow. The fields you configured in step C appear. Enter a variable, a hard-coded value, or a combination of these that will return results. Click Test. The results appear below.
Assurez-vous que la propriété searchCacheKey de l'Action AGENT WORKFLOW CONFIGURATION dans votre script est définie sur {__interactionId}.
Enregistrez votre script.

Limites

ENHANCED WORKFLOW EXECUTE fonctionne uniquement avec les Flux de travail de base. Pour les flux de travail plus complexes, suivez ce processus pour configurer les actions SNIPPET et WORKFLOW EXECUTE.
Lorsque vous configurez des flux de travail de recherche à l'aide de l'action ENHANCED WORKFLOW EXECUTE, les agents ne peuvent pas récupérer les enregistrements en cliquant sur Actualiser dans la fiche client dans Agent Workspace (Browser Extension) (Agent Integrated). Cette fonctionnalité sera disponible dans une prochaine version.