Manage Salesforce-related settings for RingDNA

To enable Salesforce-related settings in the RingDNA Communications Hub, follow these steps:

1.) Log into the Admin Console

2.) In the left hand navigation, under Products, click RingDNA and select the RingDNA Settings link:

3.) Scroll down to view the below settings and configure them per your organization's preferences.

Salesforce Objects settings

Create Contacts

1. Add New Default - When creating a new record using the RingDNA Communications Hub, set whether it should default to a lead or contact in Salesforce.

Lead Settings

1. Marketing Lead Creation - When toggle is OFF, a Lead record will be created in Salesforce when an inbound call from an unknown number is made to a Marketing Call Tracking number. Turn this toggle ON to disable this feature.
2. Create Lead on Multi-Match - Create a new lead if a caller's phone number matches multiple leads or contacts in your Salesforce org and the call is made to a smart number associated with a Salesforce.com Campaign.
   1. Restrict to calls to smart numbers associated with a SFDC Campaign
   2. Restrict to unanswered calls
3. Update Lead Status - Enable this toggle to allow users to change the Lead Status of the caller.

Multi-Match Scenarios

Multi-Match Required - Define how multi-match scenarios are handled by selecting one of the following options and clicking Save:

1. Automatically Resolve Multi-Match
   • When selected, Revenue.io will automatically log calls and SMS messages against Multi-Match records that have been updated most recently. If there’s a tie between the most recently updated records, then agents will be required to manually select a record.
   • On selection of this setting, Revenue.io will automatically assign multi-matched inbound calls to the Lead or Contact with the most recent LastModifiedDate value in Salesforce
   • In cases where the LastModifiedDate does not resolve the Multi-Match (for example, if there are multiple leads or contacts with the same LastModifiedDate value), then the Require Agents to Select a Record logic will apply and the agent will be required to manually select a record
2.  Require Agents to Select a Record
   • When selected, Agents will be required to select an explicit record on multi-match scenarios (inbound calls only).
3. No Multi-Match Required
   • When selected, Agents will NOT be required to select an explicit record on multi-match scenarios

Phone Matching

1. Phone Match Contacts - When enabled, Revenue.io will match an inbound caller's number with Phone type fields on the Contact Object. If a match is detected, Revenue.io will display it in the caller ID.
2. Phone Match Accounts - When enabled, Revenue.io will match an inbound caller's number with Phone type fields on the Account Object. If a match is detected, Revenue.io will display it in the caller ID. 
3. Phone Match Leads - When enabled, Revenue.io will match an inbound caller's number with Phone type fields on the Lead Object. If a match is detected, Revenue.io will display it in the caller ID. 
4. Phone Match Opportunities - When enabled, Revenue.io will match an inbound caller's number with Phone type fields on the Opportunity Object. If a match is detected, Revenue.io will display it in the caller ID.
5. Phone Match on External Phone Fields - When enabled, Revenue.io will match an inbound caller's number with an external Phone type field. If a match is detected, Revenue.io will display it in the caller ID.

Task settings

1. Click-To-Call Reuse task - When you click-to-call a number in an open task, the existing open task will be reused and then auto-closed. You can replace or append to the task subject with ringDNA's default task subject, or you can keep the existing task subject.

Hide Fields

Enable the below toggles to define which fields are to be hidden when creating new Tasks.

1. Type
2. Priority
3. Due Date
4. Reminder
5. Related Records

Task & Note Subject Shortcut

Create more efficiency for your reps by giving them specific spaces to follow up on Tasks and take notes during a call. Pre-written Subjects help reps stay organized and allow Tasks and notes to be associated with a specified Contact/call. These will appear as drop-down options in the RingDNA from the Call Tools tab.

This feature gives Admins the ability to create pre-set limits on Task and note length to avoid redundant information each time a new Task or note is created.

1.) Scroll down the page to the Task & Note Subject Shortcut heading, then click the green + icon.

2.) Input the Task & Note subjects which you want your reps to utilize.

Pictured below are examples of how these shortcuts will look once you’ve entered them in the Console.

Call Notes

Call Tasks

3.) Save your changes by scrolling to the top right corner of the page and clicking Save.

Note: Make sure reps reload their RingDNA Communications Hub to surface freshly added Task/Note Subjects.

Event Subject Shortcut

1.) Scroll down the page to the Event Subject Shortcut heading, then click the green + icon.

2.) Enter the event subject on the modal window and click Save

3.) Scroll to the top of the page and click Save

Now Agents will be able to select this Subject Shortcut via the "Subject" dropdown when creating a new event in the RingDNA Communications Hub: