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DSchild-PTECDSchild-PTEC 

Call Center Scripts

I want to create a button on my contact page that when pressed pops up a window with a document (script) that my agents would read out to the customer. The script has merge fields such as the customer's name, and other details on the contact record. I was thinking of doing a mailmerge document, but I don't like the number of steps. So now I'm thinking of a visualforce page. Before I go down this path where I'm not completely familiar I thought I would check with others for some ideas.
NBlasgenNBlasgen

Ha, I feel I'm the perfect person for this question.

 

So, there are two options to do this via an in-house solution.  VisualForce or an externial page that loads the data via the Salesforce API.  I wont go into either in much detail since it's somewhat a flip of the coin and both are fairly easy to setup.  I'd even suggest hiring someone from oDesk.com (http://www.odesk.com/groups/salesforce) to get a good rate.  My guess for a fairly simple single page would be something like $20/hr for 5 hours.  Nothing that blows the bank.

 

But before you do that, you might want to think about another route, at least as far as long term plans go.  The absolutly best Call Scripting system is made by Informavores.  And Informavores was purchased by Salesforce only a few months ago (because they're just that amazingly good and I have nothing to do with them).  So that means that in a few months I would expect (if they work quickly, no idea there) Salesforce to release their own Call Scripting system.  Informavores is actually a lot more than Call Scripting (its business processes) but works great as Call Scripting and I think that's how they pitch themselves anyways.  At least before they were purchased by Salesforce you were able to get a free 30 day trial, so see if that's still possible and try them out.  They were, again before the purchase, expensive to use ($50/mo per agent) but it's a reall good product.  No idea what's going to change with the pricing system now under SFDC.  Maybe warewolf can say something on it :)

 

http://www.informavores.com/

 

http://www.salesforce.com/platform/process/

 

Looks like Salesforce is releasing it with Chatter in the next update in June.