Additional configuration CRM Service for TopDesk

Note

An additional AnywhereNow WebAgent for Voice or for Omnichannel license is required.

Note

A CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. connector license specific to each data source (Database or CRM backend platform) is required.

Introduction

Below the optional configuration you can do to the CRM Service for TopDesk.

PluginSettings

Open the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config page on SharePoint
Open the Plugin Settings list
The following optional settings can be added:

Note

All plugin settings for the CrmService must have the Scope set to CrmService.

Setting	Value	Scope
ApiPath	Setting TopdeskUrl combined with the APIPath setting is the Topdesk API url. The default value is /tas/api/	CrmService
DefaultPhoneNumberRegion	Iso 3166 alpha-2 code. Default `ZZ`.	CrmService
PhoneNumberFormat	The format used when searching the CRM phone number fields when a call comes in. There are 4 options: `E164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard)` e.g. +12065551234 Based on the E.164 The E.164 phone number format is an international (ITU) standard for dialing telephone numbers on the Public Switched Telephony Network (PSTN). Loosely formulated, only "+" and upto 15 digits (0-9) are allowed For example: +4433221100 (For number notation/display and storage see the E.123 standard) International Phone Numbering format. Learn More - ITU (E.164). `International` e.g. +1 (206) 555-1234. Based on the E.123 The E.123 format is an international (ITU) standard for notation and storage of international telephone numbers, email addresses and web addresses. Loosely formulated, "+ ", digits, non alphanumeric characters (like brackets, hyphens) and spaces are allowed For example: +44 (333) 221-100 International Notation format. Learn More - ITU (E.123). `Rfc3966 The rfc3966 format defines an international (IETF) standard for dialing (and storing) a telephone number as a URI. Loosely formulated, start the URI with "tel:" followed by an E.164 or E.123 formatted phone number. For example: tel:+44333221100` e.g. tel:+12065551234. Based on the SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. Uri format "tel:+". Learn More - RFC3966. `Pattern` Search on a predefined pattern. Note Change this setting if phone numbers are stored in any of the other formats to improve performance.	CrmService
ContactBaseQuery	Query template to retrieve contacts from Topdesk. Copy Query `persons?[conditions][fields]&page_size=20`	CrmService
CaseBaseQuery	Query template to retrieve cases from Topdesk. Copy Query `incidents?[conditions][fields]&page_size=20`	CrmService
ContactCaseFilter	Case and Contact has a relationship. Attribute and value must be a valid SystemName. Copy Filter `caller_id.sys_id={0}`	CrmService
CaseStatus	Mapping of a case (dossier) status to a WebAgent case status. Currently Incident field closed is mapped. Default: true=Closed Left side is the value as configured in Topdesk. Right is the status in the WebAgent. The status of a case record has to be mapped to the WebAgent case status. The WebAgent supports the statuses Open, Closed and New. Currently only the Closed statuses are mapped for Topdesk. Otherwise the status will be assumed to be Open.	CrmService
UseFiql	Use newer API with FIQL queries. The default value is true	CrmService
UseDefaultPluginAttributes	Setting to overrule the default plugin attributes settings. If this setting does not exist or the value is set to 'True' then the default plugin attributes settings are used. If you want to overrule the default PluginAttributes settings just add this setting and set the value to 'False'. All PluginAttributes will have to be added manually if set to False. The default value is true	CrmService
UseStartsWith	In case of a text search, the query will use a starts with operation instead of an equals operation. This only works for the FIQL API. Note This only applies to a text search, not to a id search, phone number search or sip uri/ email search	CrmService
ShowMappedStatus	Show the mapped WebAgent status value (Open or Closed) instead of the internal incident status. This could be convenient in case the used internal status field is a boolean field (only true or false), or if the used internal status field value is too long or too complex. The default value is true	CrmService

For the mandatory Settings see Configure PluginSettings

PluginAttributes

This list contains the items which are shown to the user in the WebAgent and ID’s used to identity unique entities. All items are grouped by the Category.

Note

Only modify this list if you want to deviate from the default PluginAttributes. See Predefined PluginAttributes for the defaults and how to override these defaults.

The PluginAttributes list contains the following columns:

Column	Meaning
DisplayName	Name of the property shown in the WebAgent.
SystemName	Must be a attribute from Topdesk. If it is part of a linked entity then the alias must precede the attribute.
ShowOnExtensionWindow	Indicate that the property is visible in the WebAgent. The main reasons to set this to 'No' and still configure it as an item is when the property should not be shown, but is used in a Hyperlink or it's an ID.
Order	The order in which the property is to be shown. Important: counting must restart for each Category.
FieldType	Zero or more field types, these are covered per Category later on.
Hyperlink	Make the property clickable with the Hyperlink specified. It is possible to include the value of a property in the Hyperlink. This is done by putting the value of a SystemName property in square brackets in the Hyperlink. For example if there is a property with the SystemName 'Example', then the URL becomes: http://www.example.com/?queryString=[Example]
OpenAutomatically	Ignored by the CrmService.
Category	The Category that determines for which search query it has to be used. Supported are Contact, ContactSearch, Case and CaseSearch
ShowOnToast	Can be used to force the inclusion of the attribute in the query.

It is possible to combine the values of several properties, for instance when a name is split up in multiple properties, e.g. a FirstName and LastName column. In this case both properties should have the same DisplayName and they should appear after each other in Order, e.g. 1 and 2.

Note

ContactSearch will fall back to Contact if no items are supplied for the ContactSearch category. The same rule applies to Lead, LeadSearch, Case and CaseSearch. Only Contact is mandatory to have items.

Contact

The items in this category are the properties shown of a single contact. It supports the following field types:

Field type	Description
Id	This field type in combination with a value in the Hyperlink column, will be shown as CRM link.
Name	The name of the contact which will be shown as the contact’s title.
PhoneNumber	Column may contain a phone number.
SipAddress	Column may contain a SIP-address.
Email	Column may contain an e-mail address.
Date	Column contains a date (and time).
Search	Column is searchable. This type should be set for each column containing a PhoneNumber, Email or SipAddress to search for a contact match. This type will also mark a field as a search option if no ContactSearch items are configured.

ContactSearch

This category is used to display a summary of the contact and used for searching contacts. All properties which should be searchable, must have the Search field type. The column containing the values to verify the identity of the caller, e.g. a zip code, must have the field type Verify.

Account

This category is used to keep consistency in the other categories. It is used to define the relation between the contact and its account. A lead can only have a company name which may later be part of the contact when the lead is promoted.

Note

Do not include the account alias in the SystemName column.

Note

Set order to 0 if it is an account attribute which is not linked to the account entity, e.g. companyname in the lead entity.

The field types of importance here are Name, PhoneNumber, SipAddress and Email. All items with the field type Name are combined to form the title. The property with any of the others is used as a subtitle.

Case

Note

Only contacts can have cases.

The DisplayNames in this category are fixed. The following items are supported:

DisplayName	Description
Title	Multiple items can have this DisplayName. Must have the Name field type.
Description	Only a single item is allowed to have this DisplayName.
Date	Must have the Date field type to be used.
Status	The case status including the case status colors. The values must match the CaseStatus setting. Add field type FormattedValue to obtain the display name of this property.

It is also possible to add a ID field type to an ID item or any of the other items. The ID field type in combination with a URL in the Hyperlink column will be shown as a CRM link for each case.

CaseSearch

These must have the same items as the Case category. The difference here is that items may have the Search field type.

Predefined PluginAttributes

Note

These predefined attributes may be overwritten/removed by creating a PluginAttribute item in SharePoint with the same SystemName and Category. Do not give it any field types and set both ShowOnExtensionWindow and ShowOnToast to No to remove this attribute from the query. Also make sure that the system name is not included in any hyperlink!

Note

The base queries in the PluginSettings list must also be modified when adding attributes of another entity.

Case

Case is mapped to Topdesk entity type Incident.

DisplayName	SystemName	Order	ShowOnExtensionWindow	FieldTypes	HyperLink	Category
Id	id	0	No	Id	[TopDeskUrl]/tas/secure/incident?action=show&unid=[id]	Case
Subject	number	1	Yes	Title		Case
Description	briefDescription	2	Yes	Description		Case
Date	creationDate	3	Yes	Date		Case
Status	closed	4	Yes	Status		Case
ContactId	caller.id	4	No	Id		Case

CaseSearch

Default search is currently only on subject.

DisplayName	SystemName	Order	ShowOnExtensionWindow	FieldTypes	HyperLink	Category
Subject	number	1	Yes	Search		CaseSearch

Contact

The Contact category is used to map Topdesk Person records to contact info in the Crm Service.

DisplayName	SystemName	Order	ShowOnExtensionWindow	FieldTypes	HyperLink	Category
Id	id	0	No	Id	[TopDeskUrl]/tas/secure/person?action=show&unid=[id]	Contact
Name	dynamicName	1	Yes	Name		Contact
Email	email	2	Yes	SipAddress,Search		Contact
Phone Number	phoneNumber	3	Yes	PhoneNumber,Search		Contact
Mobile	mobileNumber	4	Yes	PhoneNumber,Search		Contact

ContactSearch

Search on Person records in Topdesk. Default search is on name and email. If the Crm Service receives a search value in email format, the Crm Service will do a search on the email fields in category Contaxt. If the Crm Service receives a phone number search value in sip uri format (tel:+316...), the Crm Service will do a search on the phone number fields in category Contact.

DisplayName	SystemName	Order	ShowOnExtensionWindow	FieldTypes	Category
First Name	firstName	1	No	Name	ContactSearch
Surname	surName	2	No	Name	ContactSearch
Employee Number	employeeNumber	3	Yes	Search	ContactSearch