Clone the Salesforce Call Center to Tailor Wrap Up Codes

2 minute read

Once you know how to make changes to the call center wrap up codes in Salesforce, you might find yourself with a long list of wrap up codes. Maybe you got code happy and are deciding to pare it down, or maybe you really need all of those options for the various groups in your office. If this is the case, you can clone the call center to give particular people different call wrap up code options.

Cloning the call center means that you create a duplicate version of the InGenius Connector for Salesforce call center. You’ll then have two (or however many clones you create) call centers that can be customized to fit the different needs in your office.

To clone the call center, you’ll have to be a Salesforce Administrator. You’ll navigate to Your Name -> Setup -> Call Center -> Call Centers -> Continue (if it appears):

Salesforce CRM Call Center

Click directly on the InGenius Call Center Adapter link. This will open up the InGenius Call Center Adapter page. At the top of this page you can select the options to Edit, Delete</strong >or Clone the Call Center. If you clicked on Edit, you could customize the call wrap up codes. This time however, you’ll click on Clone.

InGenius Call Center Adapter Clone section

This will bring you to a new screen with a new call center, containing all the same information as the original call center. Give it an internal name, and then proceed with any customizations to your clone.

Naming conventions with Call Center dashboard

Hit Save and you’ve done it! Now you have TWO call centers with different customized wrap up codes and you can select which of your Salesforce call center users are added to the different call centers.

Thanks everyone – hope your March is off to a stellar start!

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