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Allocating Opportunity to agents

Question
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edited Jan 9, 2019 5:36AM in Agent Desktop

Summary

Opportunity Assignment

Content

Hi team,

There is a business requirement as below. Need your suggestions for the same.

Use Case : In one of the project, we don't have sales cloud hence opportunity details which are going to come from Eloqua need to be sent to OSvC for the Tele-calling agents to call the particular customers by leveraging the CTI functionality.

Requirement

1) Whether a Middleware like SOA is mandatory to send the Opportunity details from Eloqua to Service Cloud? If not what is the best practise?

2) Even if we load the opportunity details manually or if we pull from a SFTP, how can we assign this to multiple Tele-calling agents who are going to use service cloud?

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