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Engage Digital | Intro to Salesforce integration

Salesforce Service Cloud is a leading Customer Relationship Management (CRM) platform for customer service and support. The RingCentral Engage Digital Salesforce app will help deliver a seamless, consistent, efficient service experience for Engage Digital users using Salesforce as their working platform. 
 
This integration is helpful for agents because they can respond to customers within Salesforce while accessing Engage Digital. Agents will not have to leave Salesforce to use Engage Digital features or data, such as user provisioning, customer identity management, and customized analytics dashboards.
 
The app allows the synchronization of data from Engage Digital, including the following:
  • Identities: Data about Engage Digital customer profiles
  • Identity groups: An aggregation of Engage Digital identities data
  • Interventions: Data about Engage Digital cases (known as interventions)
The RingCentral Engage Digital Salesforce App is available for use with Salesforce Classic or Lightning.

Features and benefits of the RingCentral Engage Digital Salesforce App

Here are some key features and benefits of the RingCentral Engage Digital Salesforce App:
  • Included as a managed package in the Salesforce AppExchange page
  • Allows agents assigned to the Salesforce integration to log in using single sign-on (SSO)
  • Allows agents to automatically connect to and access Engage Digital from Salesforce
  • Allows agents or admins to manage and provision Engage Digital users and reconcile identities
  • Matches customer identities with Salesforce records 
  • Creates data in Salesforce after associating an Engage Digital contact with a Salesforce account
  • Allows agents or admins to view customized analytics dashboards with data from Engage Digital

Accessing the Engage Digital Salesforce integration

In order to use the integration, Salesforce admins should find and install the Engage Digital package in the Salesforce AppExchange. To learn more, visit Installing and setting up Engage Digital in Salesforce
 
When the package is installed, Salesforce admins can then perform required configuration steps such as granting permissions to use the Engage Digital app. Once configured, your agents will then be able to access an embedded version of Engage Digital directly within Salesforce
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