Project Name
How Ksolves’ Salesforce Customization Transformed Call Center Efficiency
Our client was an innovative international tech-telephony company offering user-friendly cloud telephony to enhance call center performance. The client system integrates Salesforce and another system that helps improve work processes and resource management. In addition, the client provides API tools that use web-based telephony technology to connect with CRM/ERP systems including Salesforce.
- Enhancing User Authentication: Implementing auto-provisioning methods for seamless login comes as a complex challenge.
- Customizing Notification Popups: Another issue was customizing notification popups to suit various call scenarios and requirements to ensure real-time delivery.
- Optimizing Profile Configuration: Optimizing the profile configuration arises as a complex challenge that includes general settings as well as optimizing search functionalities across different entities.
Ksolves Team provides a robust solution to our client that includes:
- Secure Authentication Implementation: Our team customized Salesforce by transitioning from the traditional username and password system to a more secure token-based authentication system using a connected app.
- Enhancing Security & Login Experience: This implementation helps obtain an access token through API requests, enhancing security, streamlining login, and improving consumer experience.
- Customizing Notification Popups: We defined notification types and scenarios, including incoming and outgoing calls, answer mode, auto-answer mode, and DND mode.
- Real-Time Notification Handling: Established a WebSocket connection to receive and analyze real-time data for triggered notifications, ensuring timely and relevant alerts.
- Interactive UI Design: Designed a dynamic and interactive UI for notification popups to make them visually appealing, actionable, and adaptable to different scenarios.
- Authentication Status Tracking: Implemented logic to rapidly display and update notifications based on real-time events while also displaying user login authentication status.
- Profile Configuration Optimization: Created a user-friendly interface for profile settings, allowing customization of popup notifications and additional settings to control their appearance.
- Customizable Information Display: Enabled customization of fields displayed in popups, ensuring users receive key information swiftly.
- Efficient Record Management: Managed multiple and single records by designing dedicated pages for each type, improving navigation and accessibility of information.
With the successful Ksolves Salesforce customization, our team improved their telephony service. This directly switched things to a token-based login with better security and smooth logins. Our tailored solution enhances the notification popups with real-time updates and better designs to keep users updated with all records.
In addition, we made the configuration to use effortlessly which helps everyone to get the data quickly and boost overall performance. It also leads to a happier user experience and more efficient call center setup in Salesforce.
Streamline Your Business Operations With Our Salesforce Customization Solutions!
