Topic by Andrew Wooster
Content
We are working on a project that will do searches on external systems (web service calls) to bring back customer information and order information into the agent's Workspace in the Service Cloud. I am planning on writing these Add-Ins in C# and I am wondering if these should be Workspace Add-Ins or Report Add-Ins? I am planning on displaying the results in reports that are embedded into the Workspace. The workflow will be as follows:
1. Search against 3-4 external systems with basic customer information (phone or email) and display results in a report on the Workspace. This may have 1 customer or a list of customers.
2. Agent will select the correct customer. To perform the next search for a list of orders, the agent will either double click the Contact in the report or push a button. This will execute a search against 3-4 external systems and will return a list of orders. This list will be displayed in another report on the Workspace (different tab).
3. Agent will select the order the customer is calling about. Again, either a double click or button push will execute the 3rd and final search to bring back the order details and display these details in another report (different tab).
At this point I am not looking to store any of the order related information in the Service Cloud, but this could be an option in the future. I also want to make sure that displaying the results in a report is the correct way of presenting the information, as opposed to using custom fields or list boxes.
I appreciate any and all guidance with this.
Thanks,
Andrew