CRM Integration Profiles FAQ

CRM Integration Profiles FAQ

Overview

The new CRM Integration Profiles feature in 8x8 Admin Console gives 8x8 administrators the ability to create CRM integration profiles, which allows admins to set preferences that govern the behavior of 8x8 integrations in select CRMs, including:

  • Selecting CRM objects for search to auto log
  • Screen pop behavior settings for all users

Instructions use of this feature are located in our updated Admin Console WebHelp Guide.

This feature is currently limited to Salesforce, Microsoft Dynamics, Zendesk, NetSuite, and Zoho CRMs.

A screenshot of a computer AI-generated content may be incorrect.

Applies To

  • 8x8 Work
  • 8x8 Contact Center
  • 8x8 Admin Console
  • 8x8 CRM Integrations
  • Salesforce
  • Microsoft Dynamics
  • Zendesk
  • NetSuite
  • Zoho

Questions and Answers

How do I access this feature?

This new feature is available in 8x8 Admin Console, in Home > CRM Integration Profiles.

A screenshot of a computer AI-generated content may be incorrect.

What does it do?

This new feature allows Admin Console administrators to configure profiles for specific supported CRMs, such as Salesforce and Microsoft Dynamics.

These profiles govern both how the integration panel works for agents and for the CRM, and how agents will be able to use and/or change the behavior of the integration.

Which CRMs are supported?

Both 8x8 Contact Center and 8x8 Work integrations are supported for:

  • Salesforce
  • Microsoft Dynamics
  • NetSuite
  • Zendesk
  • Zoho

Can users be assigned to more than one profile?

  • Individual users can be assigned to only one profile of the same CRM type. This includes both custom and the default CRM profiles.
    • For example, a specific user can be assigned to only one Salesforce profile.
  • Individual users can be assigned to a single profile of each different CRM.
    • For example, a specific user can be assigned to both one Salesforce and one Microsoft Dynamics profile.

Can I create separate profiles for different user types?

Yes. You can create different profiles for the same CRM, and assign specific users to them as you see fit.

  • For example, you could create a profile specifically for all 8x8 Work integration users in Salesforce, and also create a profile specifically for all Contact Center users in Salesforce.
  • You can also create CRM profiles to narrow user abilities (Work or Contact Center) and define the CRM integration activity based on the roles you have defined for those users, such as Sales, Support, etc.

A screenshot of a computer AI-generated content may be incorrect.

What happens if users are not assigned to a profile?

Users who are not assigned to either a default or a custom profile will automatically inherit the settings of the default profile for the given CRM.

How many profiles can I create?

You may create as many additional custom profiles as you require. There will only be one default profile per CRM type e.g. Salesforce.

Can I edit or delete CRM integration profiles?

  • Default profiles cannot be deleted, but they can be edited.
  • New custom profiles can be both edited and deleted.

Requirements & Limitations

  • Customers can alter and use the permanent Default CRM profiles, but It’s recommended that they create new profiles and assign users to those.
  • Customers can create multiple profiles for each CRM, but users can be assigned to only one profile at a time for each specific CRM.
    • For example, this means that a user can be assigned to both a Salesforce and a Microsoft Dynamics profile.
  • Once a user is added to a profile (Default or new custom), that user can be moved between profiles, but they cannot be deleted.
  • Customers who have previously paid for custom configuration through Professional Services are not supported for this service, at this time.
  • These settings do not impact users when dealing with email interactions. Voice, SMS, Live Chat, and WhatsApp are supported for all applicable CRMs. (WhatsApp and SMS are available only for Salesforce and Microsoft Dynamics.)

    • Related Articles

    • Gong.io Integration Guide for 8x8 Services

      Objective Integrate Gong.io with 8x8 X Series accounts, allowing Gong.io to access customer call recordings and user data on the 8x8 platform. This process must be performed by each customer wishing to implement this integration. IMPORTANT: The 8x8 ...

    • Delete User Profiles and User IDs in Admin Console

      Objective Delete a user's profile and ID in Admin Console. You can also change the profile's username if repurposing the profile. Deleting usernames (user IDs) can be useful in many instances, including the following: Reusing previously created ...

    • Nomadic 911 FAQ

      Overview Nomadic 911 is a feature available in US and Canada that enables the Emergency Response Location (ERL) associated with a device or endpoint used with 8x8 Work to be automatically updated as the device moves from one distinct location to ...

    • Citrix VDI Integration with 8x8 Work for Desktop & Web

      Overview 8x8 Work for Desktop is integrated with Citrix to improve the quality of your audio calls. Currently, this is an optimization focused on telephony users who have a Citrix Virtual Desktop environment on their machines. Applies To 8x8 Work for ...

    • Azure (Entra) Integration with 8x8 Work for Desktop and Web

      Overview 8x8 Work for Desktop and Web is integrated with Azure (Entra) VDI to improve the quality of your audio calls. This is an optimization focused on telephony users working within an Azure Virtual Desktop environment. Applies To 8x8 Work for Web ...