22.1.5. Configure Assignments

The Configure assignments page allows you to configure which objects your agents can Start Conversations from, Wrap-Up against, or which Objects are checked for conversations on the page view.

Person and Related To

Person is focused on Who you are talking to, where as Related To is focused on What you are talking about. A good example of this is that you may be conversing with a Salesforce Contact, this would be your Person. Whilst speaking to this Contact you are talking about a service issue they are experience and you open up a Case to log this issue, the Case would then be your Related To.

Configuring Objects

Person objects are limited to Contacts, Accounts, and Leads where as Related To can have any Searchable object. Each list has a maximum of 5 objects each as well as an object can only belong to 1 list at a time.

Adding

To add an Object to the list, do the following:

1. Search for the Object you wish to add - As you type more objects will be suggested based on what you enter

2. Select the Object you wish to add

Why am I not seeing an Object that I am searching for?

The list of objects displayed will only contain ones which the System User has permissions to view, are considered Searchable objects by Salesforce, or do not currently exist in the Person or Related To list.

Removing

To remove an Object from a list, do the following:

1. Click the Delete icon next to the object

2. Click OK on the prompt