05/09/18 19:57 PM  

Migrating from desk.com to Service Cloud | RingCentral

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SummaryIn order to mimic your experience from desk.com to RingCentral Service Cloud, you need to set up Salesforce Email-to-Case and enable case pop-up in Salesforce for incoming calls. For any concerns, please reach out to partnerteam@ringcentral.com.


Migrating from desk.com to Service Cloud

1. Set up Salesforce Email-to-Case 
2. Enable case pop-up in Salesforce for incoming calls

Set up Salesforce Email-to-Case 

Salesforce will provide you with an email address that is used to route emails to create a case.  

1. Go to Setup and enter email in the quick find bar, and then select Email-to-Case settings. 

desk.com email to case

2. On the Email-to-Case setting, click Enable On-Demand Service

desk.com email to case settings

QUICK TIP: It is recommended that you test Salesforce Email-to-Case routing outside of RingCentral notifications. Send an email directly to this email and verify the test case was created to make sure the case routing is working correctly.

Once you have the email address working and tested, save that email address in your message notifications in RingCentral Service Cloud. 
3. Log In to your RingCentral Account.

4. Click on Settings > Messages & Notifications.


5. On Messages & Notifications, click Settings, and then Click Edit under Notifications.


6. On the Notifications window, do the following:

• On Voicemail Messages, select to receive By Email.
• Enter your Salesforce routing email in the Email field under Send Notifications to.

user-settings-messagesandnotifications-notif edit

7. Click Save.

Enable case pop-up in Salesforce for incoming calls

Salesforce does not have a phone number field on cases by default. A phone number is required to look up cases or any other Salesforce object. You will need to add a phone field to cases so the phone number can be matched against an incoming caller’s phone number. 

Add a phone field under case object in Salesforce

Add a phone field in case object in Salesforce. If your Administrator has already added one, proceed to Enable cases to show up in incoming caller lookup

1. Log in to Salesforce as an Administrator.

2. Go to Setup > Cases

QUICK TIP: You can also enter case in the quick find box. 

3. Click Fields.

salesforce fields

4. Scroll to the bottom of the Fields screen and click New to add a new custom field. 

salesforce new fields

5. Add the field name. 

salesforce add field name

6. Click Save

7. Add it to your Case page layout.

salesforce added field

Enable cases to show up in incoming caller lookup

1. Log in to Salesforce as an Administrator.

2. Go to Setup > Softphone Layouts > and click Edit on your created "case".

QUICK TIP: You can also enter Soft in the quick find box. 

salesforce softphone layouts

3. In the Edit screen, move the “case” object from the Available list to Selections.

salesforce move case object

NOTE: Depending on your needs, you can also move Account, Contact, and Lead out of your selection if your team will only focus on cases. 

4. Edit the bottom section however you prefer.

In this example, a “new case” is created when the caller’s phone number does not match any case.

salesforce edit

5. Click Save.

The following is an example of an incoming caller that matches multiple Salesforce entities. A matching case with the same phone number as the caller also pops up in search.

salesforce example

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