OmniOut (Salesforce)

Summary

This document is meant as a guide on all necessary steps for creating an OmniOut campaign with Salesforce as the campaign’s data source. Please use the table of contents below to navigate to the appropriate section.

Use the links below to get started:
(It is recommended that you open these links in a new tab so that you can easily get back to this guide)

• Basic Salesforce Integration Setup

• Linking Salesforce and Sharpen User Accounts

• Installing OmniOut [internal Confluence reference, not migrated in this run]

• Setting Campaign Statuses for OmniOut

• Custom Attributes for Salesforce Campaign Member Page

• Creating a Campaign in Salesforce

• Configuring Your Campaign in OmniOut (Salesforce)

• Creating an Agentless Flow as Part of an OmniOut Campaign [internal Confluence reference, not migrated in this run]

• Campaign Stage Scripts and Templates

• Adding Salesforce Members to Your OmniOut Campaign

Terminology

OmniOut - The outbound cadence tool.

Campaign - The container for the cadence stages. Also the mechanism by which outbound interactions are delivered to a queue for handling.

Cadence - The order of activities in a campaign.

Stage - A step in the campaign cadence.

Preview Dialing - A type of step in the campaign cadence where interactions are queued up for agents to answer and then place a call, text, or email out to a lead.

Agentless - A type of step in the campaign cadence in order to send SMS, Email, or Calls-to-IVR without agent intervention.

Q Classifications - Used to identify the result of an interaction. Synonymous with ‘End Result’, ‘End Type’, and ‘Disposition’

Queues - Identifies where outbound interactions will be handled by agents.