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With a few simple steps, you can enable your Salesforce CRM to use RingCentral as the phone line for all inbound calls. This integration helps reduce call center costs while improving customer satisfaction and retention rates. Learn how you can start using this feature today!
The “ringcentral salesforce admin guide” is a step-by-step walkthrough of how to use RingCentral with Salesforce.
RingCentral is one of the most widely used voice-over-internet-protocol (VoIP) systems, and Salesforce is a market leader in customer relationship management (CRM). While each is effective on its own, the RingCentral for Salesforce app allows them to work together to automate processes and follow caller information across the sales funnel.
The RingCentral for Salesforce software is available for download for free, and once installed, it might be one of the most useful corporate VoIP tools you have. However, in order for the connection to operate, you’ll need a current membership to both services on suitable plans, which may restrict its use.
If you’re already a regular subscriber of both services, you may start integrating them by following these steps:
1. Confirm that your plan allows for integrations.
Unfortunately, you cannot combine RingCentral and Salesforce on all RingCentral or Salesforce plans. RingCentral, for example, needs a RingCentral MVP Premium or Ultimate plan subscription. These levels begin at $34.99 a month per user, however there is a 15-day free trial if you want to try it out first.
Visit our RingCentral Review page to discover more about the various features available at these plan levels.
You’ll need a Sales Cloud or Service Cloud membership to use Salesforce. Both Salesforce packages start at $25 per month per user and are jam-packed with capabilities to assist you manage your communications and client demands. You may, however, test them out for free for three months without committing.
2. Download and install the RingCentral for Salesforce application.
You’re ready to download the combined app after you’ve created accounts with both providers. This is how you do it:
- Go to the AppExchange website for Salesforce.
- Select “Get It Now” from the drop-down menu.
- To log into your Salesforce account, just follow the login instructions.
- Select “Install in Production” from the drop-down menu.
- Check the box and click “Confirm and Install” after reading the terms and conditions.
- Choose “Install for All Users” from the drop-down menu, then click “Install.”
3. Add Call Center Users to Your RingCentral Account
If you haven’t already done so during your original phone system setup, you may start adding users to your RingCentral call center after you’ve established the connection. You’ll need to log into your RingCentral main control panel to add users to your call center module. You may accomplish this by selecting “Call Centers” from your Setup menu.
Then choose “Add More Users” from the “Cloud Phone App” drop-down menu. After you’ve reached that menu, you may search for people in your company and add them to your call center group. You’ll be able to set permissions for your users from this menu. This is particularly beneficial if you need some entry-level temporary workers but don’t want them to have access to sensitive information.
4. Configure Salesforce’s Call Dispositions
You’re ready to start setting up call dispositions, or the anticipated outcomes of phone conversations, for your team after you’ve added all of the users you want. “Left a Message” is an example of a call disposition. This makes it easy for your team to rapidly summarize a conversation and move on to the next one in Salesforce’s customer relationship management (CRM) platform. It also simplifies the creation of call activity reports.
Go to your Salesforce dashboard and choose the platform’s setup option to set up call dispositions. In the Quick Find/Search box, type “activities,” then choose “Task Fields.”
Select “Subject” from the task fields menu.
You should see a list of topic picklist values appear. To add a new user disposition, click “New,” “Edit” to change an existing one, or “Delete” to delete one.
This will enable your employees to make the call logging procedure quick and easy. In the call window, the dispositions will display as a drop-down list. This will significantly speed up the workflows of your team.
5. Add Calling & Text Connections to Salesforce
Adding call and text options is the last step in the call center setup procedure. Return to the Setup menu and search for “button” in the Quick Find/Search field. Then click the “New Action” button on the “Task Buttons, Links, and Actions” menu.
As the action type, choose “Custom Visualforce.” Then choose “Phone Numbers Account 999 [Phone Numbers Account 999]” from the drop-down menu. Click “Save” after typing “Call using RingCentral” as your label.
To add texts, go back to the Setup page and type “page layout” in the Quick Find/Search bar. Then go to Build>Customize>Accounts>Page Layouts.
Then, by selecting “Page Layout Assignment,” build a new layout.
Select the account profile that has to be modified from the pop-up menu. Choose Salesforce 1 and Lightning from the drop-down menus, and then drag “Call with RingCentral” into the “Experience Actions” menu.
Then, under the Experience area, seek for SMS with RingCentral and drag it in.
“Save” should be selected. Then, at the bottom of all of your client profiles, you should see choices for “Call with RingCentral” and “SMS with RingCentral.”
6. Start Using RingCentral & Salesforce Together
You’re ready to get started now that your company phone system is set up with the essential software. Here’s how you may sync data and simplify your conversations by combining the two services:
- Call logging: Keep a complete record of all your activities on a customer-by-customer basis so that each subsequent encounter is a continuation of a previously established connection.
- Click-to-dial: With easy click-to-dial capabilities, you can call, text, or video chat with any contact right from the Salesforce user interface (UI).
- Call tagging: Record call outcomes quickly and simply (call answered, no answer, left a voicemail, do not call, and so on).
- Picture data: Before you make or answer phone calls, get a complete 360-degree view of every contact, client, and lead.
- Create flexible reports using rich customer data: Create flexible reports and real-time dashboards of crucial customer interactions using rich customer data.
- Install the app on your phone: The Salesforce mobile app, which is now available in both Salesforce Lightning and Salesforce Classic, allows you to take your RingCentral-Salesforce connection with you wherever you go.
Benefits of Integrating RingCentral & Salesforce
The goal of any integration is to communicate data and functionality across different systems quickly and smoothly, simplifying processes and customer records. The RingCentral for Salesforce connection allows users to access all of the information and functionality they need to conduct their jobs effectively from a single platform.
RingCentral and Salesforce may be used in a variety of ways to enhance agent and customer call experiences. The following are some of the advantages that firms will get by combining the two software systems.
Improve Your Customer Information
Salesforce gives your company the ability to preserve complete records of all client interactions. Regardless of whether they called or answered the call, agents have all the information they need to offer excellent customer service.
When you get a call on your mobile phone, for example, the Salesforce connection will provide you with vital customer information before you pick up the phone. Without needing to open a separate spreadsheet or ping a coworker for answers, you’ll be able to view the caller’s name, company, business title, previous activity, and more. This provides your employees the benefit of being prepared for every client engagement, whether they’re in the office or on the road.
Reps may rapidly record call disposition facts and extra comments once the conversation is over so that they (or another agent) are prepared with the most up-to-date information for the next client engagement.
Enhance the effectiveness of communication
The RingCentral for Salesforce connection stands out for its ability to remove distractions, simplify processes, and eliminate stages in the process. Here’s how to do it:
- Reps can phone any contact directly from Salesforce by just clicking on the contact record. They’ll also be able to text or video chat with the contact, based on the information provided and the user’s choices.
- Reduce blunders: Click-to-dial reduces the likelihood of your agents dialing numbers incorrectly. It also ensures that the contact’s information is front and center when the chat begins, ensuring that your salespeople don’t mix up one client with another.
- Save money: Salesforce may be costly when used with conventional landline technology. RingCentral’s VoIP services provide your team the flexibility to send and receive as much as they need to seal the sale, with unlimited domestic calls and business SMS.
- Quickly log dispositions: Use the rapid disposition drop-down option to quickly record the state of a call so that the next interaction may benefit from previous information.
- Prevent voicemail interruptions with RingCentral’s voicemail-to-text and voicemail-to-email services, which allow your representatives to remain on the phone with consumers while responding to voicemail messages. Plus, instead of having to take notes manually throughout each conversation, your agents can remain focused and present since the call recording and transcribing tools will take care of everything.
Increase the Number of Communication Channels
Calls are just one aspect of the whole customer experience. Text messaging, video conferencing, phone conversations, and other methods of communication are being used by companies and consumers to remain in touch. Salesforce users can engage with customers and leads in the ways that make the most sense for each circumstance and user using RingCentral.
RingCentral also has an internal messaging system that allows teams to communicate and exchange files. This maximizes the power of all your communication channels while keeping everything nice and tidy on a single platform.
Streamline the Lead Capture Process
Time is a valuable commodity. Increased call volume and experiences help contact centers improve income by completing more sales and resolving more customer concerns. However, with so many calls pouring in, it might be tough for your agents to keep track of all the facts and interactions of each chat.
This burden is alleviated by the RingCentral for Salesforce connection, which allows salespeople to update contacts, leads, and opportunities in Salesforce while on the phone. That means they can multitask, enabling them to be more precise when generating contacts and updating information while also allowing them to hop on the next call as soon as the previous one concludes.
There’s also a comprehensive set of tools to help you plan follow-up activities and reminders so you’re ready for the next engagement.
Keep tabs on your agents’ activities.
Create configurable reports and real-time dashboards to track the performance of each of your agents. This performance reporting provides you with the information you need to deliver more training and advise to your employees, as well as make crucial business choices.
If your agents are receiving an unusually high number of unanswered calls, for example, this might indicate that your contact database needs to be cleaned out. If your dashboards reveal a drop in outbound calls, it’s an indication you need to talk to your marketing staff about how to boost your qualified lead count.
Most Commonly Asked Questions (FAQs)
Is there a fee associated with the integration?
No, using the integration is completely free. However, to use the Salesforce connectivity, you’ll need a RingCentral Premium or Ultimate subscription. A Salesforce membership is also required.
What are the browsers that are supported?
As of the day this page was written, the following browsers were supported:
- Chrome 30 or later is required.
- Firefox 25 or later is required.
- Safari 6.0.5 or later is required (supported for Classic view only)
- Internet Explorer 10 or later is required.
Are there any more RingCentral integrations?
Check out the App Gallery to see all of RingCentral’s connections. Aside from this vast list of software integrations, RingCentral also offers a rich developers API that allows clients to integrate VoIP conversations directly into any app.
Conclusion
The RingCentral and Salesforce interface provides your employees with the most up-to-date customer data, ensuring that each experience builds on the last. It’s a must-have tool for telesales companies that want to automate processes, increase recordkeeping, simplify reporting, and get the most out of their industry-leading software subscriptions.
The “ringcentral salesforce appexchange” is a tool that allows users to integrate their Salesforce account with RingCentral. The tool was created by RingCentral and can be found on the AppExchange.
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