This article goes over how to integrate Salesforce CRM with your Koncert instance.

With a simple signup process, Salesforce CRM can be integrated with Koncert. When your Org is successfully created in Koncert and integrated with Salesforce, you can invite or add other users, assign roles to users, and then get started using Koncert.

Getting Started

Workspace lets Salesforce users get started quickly with Koncert. It simplifies the process of creating your Org and User accounts in the Koncert platform. This reduces assistance from Support so your users can get started immediately. 

TIPS

• The user who signs up for the first time in Workspace will be considered an Admin and will be able to add other users by sending manual invites or by automatic signup process. 
• For any questions or assistance, please contact Koncert Support at support@koncert.com.

For a detailed overview, please refer to the article Workspace Overview.

Create your Org

After assigning licenses for Koncert products, you will receive a Welcome email from Koncert Support with a link to sign up for Workspace.

The user signing up for the first time in Workspace will be considered an Admin user, where he can invite other users in the organization after successful sign-up.

Please refer to the article Getting Started with Salesforce for detailed information on the sign-up process.

Log into the Workspace

After successfully signing up for the Workspace, you will be redirected to the login page, where your selected CRM will appear as the default login (e.g. Salesforce) as shown below:

Pre-requisites: Ensure you have your CRM credentials ready for logging into the Workspace.

Please refer to the article Log into the Workspace - Salesforce Org for detailed information on the login process.

My Profile

After logging in to Workspace, My Profile is the default landing tab. Here you can view your personal information, your roles, and license information, as well as an option for launching the Koncert products from Workspace.

Please refer to the article My Profile for detailed instructions.

Integration tab

The Integrations tab is used to view the CRM that you have integrated with the Workspace.

Please refer to the article Integrations for detailed instructions.

User Management

From the User Management tab you can complete the following actions:

• Invite other users
• Assign roles
• Allocate the Koncert licenses
• Edit the user's information
• Make the users active/inactive

Please refer to the article User Management for detailed instructions.

Log into the Koncert portal

From the Workspace » My Profile tab, you can launch the Koncert products, to which you have obtained licenses, by clicking on the button respective product buttons.

For example, here clicking on the Launch AI Dialers button opens the Koncert AI Dialers.

Pre-requisites: Koncert requires users to have their Salesforce login credentials, to log into the Koncert portal.

Please refer to the article My Profile for detailed instructions.

Reports uploaded into Koncert

The following types of reports can be uploaded into Koncert for dialing.

• Contact Reports
• Lead Reports
• Activity with Contacts
• Activity with Leads
• Campaign with Campaign Member Reports

NOTE:

• Koncert allows to write back of any activity only to the Lead or Contact page of Salesforce, but not to the Campaign Member
• Koncert will only accept tabular format during uploading, while summaries will not be accepted

Mandatory columns/fields in a Salesforce report

The following columns/fields are mandatory for the Salesforce report.

• Account Name/Company Name
• Name (First & Last)
• Phone (other phone fields, for example, Mobile, Direct, etc., are accepted as well if added as a custom field in Koncert)

Import Salesforce reports into Koncert for dialing

To dial a list from the Salesforce CRM in Koncert, you need to first import your list into Koncert, or you can directly import it into a Session tab. Koncert automatically creates a copy of the report in the Lists tab, which you have uploaded directly into the Session tab. Only customers whose Salesforce CRM is integrated with Koncert will have access to this feature.

Please refer to the article How do I upload records from the Salesforce CRM? for detailed information.

Dial the imported Salesforce records

The Salesforce call list(s) that have been uploaded from the Lists tab or the Session tab will be displayed in the Session tab for dialing.

Please refer to the following articles for detailed information.

AIFD - How do I initiate an AIFD Dialing Session?
AIPD - How do I initiate an AIPD Dialing Session?

Field Updates and Workflows in Koncert

Koncert writes back to objects such as Contacts, Leads, and Tasks, in Salesforce. The following fields and workflows can be synchronized.

Contact/Lead

• Call Counter – Number of times a prospect is dialed in Koncert

• Talker Field Update – The Last Talker Call Disposition for this prospect

• Attempted Field Update – The Last DA/AI Engine Disposition for this prospect

• First Dialed Date – The First Date on which the prospect was dialed through Koncert

• Last Dialed Date – The Last Date on which the prospect was dialed through Koncert

• Do Not Call – Prospects marked as Do Not Call in Koncert

• Do Not Call Until – Prospects marked as Do Not Call Until in Koncert

• DNC Update – Prospect marked as Do Not Call automatically based on specific Users Dispositions.

Task/Activity

When a call is completed, an activity will be created with the below information updated by default (Talker and Attempted)

• Subject – Subject

• Comments – Description

• Call Result – Call Disposition

These fields are on the Task Object.

Activity Object (only)

• Call Recording – The call recording URL will be updated to the Salesforce » Activity. This allows customers to listen right from Salesforce instead of going into Koncert.

• Call Duration – The length of the call

• Type – We can push a specific value into a Type Field to help differentiate between activities within the CRM. For example, “Koncert”.

• List Name – The name of the list the user uploaded and dialed

• Wrap Time – The time between the call ending to when the user continues or “Wrap-Up Time”

• Caller ID – Caller ID displayed to the prospect

• Dialed Phone Number – The phone number that was dialed for this prospect (beneficial when using multiple phone fields)

• Complete Activity – Complete the prospect's activity based on specific Users Dispositions.

NOTE: Koncert cannot write back to objects such as Account, Campaign Member, Look-up Fields, in Salesforce.

Field Types Supported

• Contact/Lead
  • Checkbox
  • Date
  • Date/Time
  • Number (Whole)
  • Number (10,2)
  • Picklist (Need Values)
  • Phone
  • Text (255)
  • Text Area (32,000)
  • URL
• Task/Activity:
  • Number (Whole)
  • Number (10,2)
  • Phone
  • Picklist
  • Text
  • Text Area
  • URL

NOTE: Please reach out to Koncert Support at support@koncert.com to add new field types.

Required Field Permission 

If any of the below-mentioned permissions are not granted, it may result in Salesforce errors, and Koncert may not be able to write back to Salesforce.

• User’s Profile needs read/write privileges to the fields.
• Fields should be added to Page Layout (Contact/Lead/Task)

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.