Salesforce CTI should allow type-ahead lookup instead of dropdown for contact and related to

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  • Updated 2 years ago
Currently it is tedious to find the account/contact record and populate it in the CTI in lightning or classic. Ideally it would be possible to use a lookup type field that uses type ahead to populate the field similar to how the top of the page search function works in salesforce lightning. There are already open source lightning components available that could be utilized for this purpose. See: Specifically lookupFSC

Example: As a user I open salesforce and login to ringcentral. I receive a call from 555-1212 which corresponds to multiple people. The first one is automatically chosen, and there are no other options in my dropdown. I find the person I am talking to by searching and navigating to their record page. I then have their name as an option in the contacts dropdown box. As a user I lament not being able to simply type in their name in the contacts box and have it give me a dropdown of matching names. It is fine to make the current record the first option in the list, but let me choose others without having to visit a record page.
  1. Account type  (U.S., Canada, UK,  AT&T, Telus, BT)
  2. A brief description of the business
    Services and products for equine industry 
  3. A high level description of the product or feature being requested
    Improved lookup function for finding related contact/account/related record for inbound calls from salesforce CTI
  4. A typical use case scenario explaining how your business would use the feature
    Currently user must manually search for contact record, visit record, change dropdown for contact then search for account or other record, visit it, select in dropdown this requires a good 30 seconds+ to complete when trying to have good records related to a call
  5. Benefit of such feature
    Improved data quality for call logs in salesforce
  6. Include any related case number if applicable
  7. Number of Users and/or Digital Lines
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Kevin Hart

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Posted 2 years ago

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