Integrate Your CRM with Agent

When you integrate your CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. with CXone Mpower Agent, the two applications share contact and interaction data. Data from CRM records appears in Agent, and data from Agent appears in CRM records. You can use Agent to search, retrieve, create, and edit CRM records.

Agent currently supports integration with these CRMs:

Click your CRM to get started.

CRM Integration Diagram

This diagram shows how CXone Mpower connects to your CRM:

The CRM configuration you set up in Agent Integrations , along with your Studio scripting, connects CXone Mpower to your CRM.
Next, data memorialization mappings from Agent Integrations send CXone Mpower data to your CRM. This data appears in fields in CRM records.
Dynamic data mappings from Agent Integrations send CRM data to CXone Mpower. This data appears in fields in the customer card in Agent.

Additionally, Studio workflows search, create, and update CRM records. They can then display those results in the customer card .

CRM Workflow Diagram

This diagram shows how workflows pass data between CXone Mpower and your CRM:

In your Studio script, you enter the workflow payload in a SNIPPET action. You also configure the WORKFLOW EXECUTE action.

Instead of those two actions, you can use the ENHANCED WORKFLOW EXECUTE action, which is in controlled release.
The WORKFLOW EXECUTE or ENHANCED WORKFLOW EXECUTE action sends a request to CXone Mpower Workflow. CXone Mpower Workflow parses the payload request and sends it to your CRM.
Your CRM sends a response back to CXone Mpower Workflow. CXone Mpower Workflow formats the response data and sends it to Studio and Agent. The response depends on the payload you provided. Workflows can search, create, and update CRM records. They can then display those results in the customer card .

CRM Integration Terminology

Before setting up a CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. integration, it's important to understand the following terminology:

Term	Definition
CRM configuration	A connection between the CRM and CXone Mpower. CRM configurations are set up and configured in Agent Integrations in CXone Mpower.
Configuration ID	A unique identifier for a CRM configuration. Configuration IDs are found in Agent Integrations .
Record	Containers of customer information in CRMs. Examples of records include accounts, contacts, leads, and users. Some CRMs refer to records as entities or objects. In the online help, we use record as a comprehensive term.
Entity	Records in ServiceNow.
Object	Records in Kustomer, Oracle, Salesforce, and Zendesk.
Field	Containers for specific data in records. Examples of fields include First Name, Last Name, Phone Number, and Email.
Customer card	A workspace in Agent that provides information about the current contact The person interacting with an agent, IVR, or bot in your contact center..
Current Interaction section	A section of the customer card that shows CRM records for the current contact. This includes any records created by Create workflows.
Related Interactions section	A section of the customer card that shows CRM records related to the current contact. This includes records from past interactions with the contact and records for contacts from the same household or account. It also shows any records retrieved by Search workflows.
Pinned records	CRM records that are pinned to the Current Interaction section of the customer card. Pinning moves a record from the Related Interactions section to the Current Interaction section. You can pin records by configuring the Create workflow in your Studio script. Pinned records are automatically linked for data memorialization.
Data memorialization	A type of data mapping that allows for interaction data, such as a contact's The person interacting with an agent, IVR, or bot in your contact center. phone number, to be passed from Agent into CRM records.
Data memorialization mappings	Selections of which CXone Mpower data fields correspond to which CRM record fields.
Dynamic data	A type of data mapping that allows for data from fields in CRM records to appear in Agent. It also allows you to select and use Dynamic Search in the WORKFLOW EXECUTE Studio action.
Dynamic data mappings	Selections of which CRM fields and data appear in Agent.
Workflows	Tasks given to Agent that have to do with CRM records. There are five kinds of workflows, described below.
Data memorialization workflows	Tasks to pass interaction data from Agent to the CRM based on the data memorialization mappings you configured. For calls, these workflows are triggered when the call ends and the agent completes any after contact work State that allows an agent to complete work requirements after finishing an interaction.. For digital Any channel, contact, or skill associated with Digital Experience. interactions, they are triggered when the agent transfers the interaction or unassigns and dismisses it.
Search workflows	Tasks to search for and retrieve CRM records based on configured criteria. The search results are displayed in Agent. These workflows are set up using code in a SNIPPET Studio action. They are triggered by a WORKFLOW EXECUTE Studio action.
Create workflows	Tasks to create CRM records and display them in Agent. These workflows are set up using code in a SNIPPET Studio action. They are triggered by a WORKFLOW EXECUTE Studio action. There are two kinds of create workflows: Standard Create workflows: Tasks to create standard CRM records, such as accounts, contacts, cases, and leads, with their standard fields. Custom Create workflows: Tasks to create any CRM record type with both standard and custom fields.
Update workflows	Tasks to update the information in existing CRM records. Currently, these workflows are only available for Salesforce and Microsoft Dynamics. They are set up using code in a SNIPPET Studio action. They are triggered by a WORKFLOW EXECUTE Studio action.
Timeline workflows	Tasks to create a record that links to the CRM record for the interaction the agent just handled. Currently, these workflows are only available for Salesforce and Microsoft Dynamics. In both Salesforce and Microsoft Dynamics, timeline workflows create task records. For calls, these workflows are triggered when the call ends and the agent completes any ACW State that allows an agent to complete work requirements after finishing an interaction.. For digital Any channel, contact, or skill associated with Digital Experience. interactions, they are triggered when the agent transfers the interaction or unassigns and dismisses it.
Workflow ID	A unique identifier for a specific workflow, such as Search Entities, Create Custom Record, and Add Timeline. Workflow IDs are found in Agent Integrations .