Helpful connector, thin on configuration documentation

Once you contract with 8x8, there's excellent support for implementation. And this connector works for Service Console agents with minimal set up. The trickier part is figuring out how best to configure your org's object layouts to offer quick ways to review any existing, related cases or create a new one from a contact or account. You're on your own there, as far as 8x8 support goes, but you've got the whole Salesforce ecosystem to draw on. Some suggested configuration steps beyond those required for implementation would be a welcome addition.

Since then, we've discovered there's an update or two, supporting both Contact Center and Work X_ series licenses, so far up to 8x8's internal version 3.2 for the SF version 1.2. And I should note we're using Work X_ series licenses with just the CTI integration level, so no direct connection with SF Omni-Channel. That means is Service Console can't tell when an agent is in a call and so pings them for chat or other channel interactions simultaneously, with no comprehensive view of workload capacity. Contact Center addresses that - for a price - along with integrating SMS, chat, and more into the same Console UI. #fancy

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8x8 for Salesforce: Cloud Contact Center | Unified Communications | CTI | IVR

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