CRM Query

What is a CRM Query?

A CRM Query uses the phone number of an inbound call to query records in your CRM, such as Leads in Salesforce, to gather additional information about the caller.  This information can be included when the call is presented to an agent before the call is answered. A CRM Query is limited to gathering data that is already within Salesforce, it will not be able to obtain any additional data.

Why use a CRM Query?

There are three main reasons to use a CRM Query in your Call Flows:

1. A CRM Query can more reliably and accurately pinpoint which record to present to an agent than a simple phone number search.  It does this by using additional filters and failover queries in the case that the primary query doesn't return a match. 
2. When an accurate record is located, additional information can be in confidently presented to the agent along with the inbound call.  In turn, this provides context to the call before ever speaking to the caller and allows the agent to spend less time asking data gathering questions which increases efficiency.
3. Additionally gathered data allows calls to be routed through a Call Flow to the proper destination more efficiently. For example, if Zip Code or Language are stored on a Contact record, it can be used to determine where to route the call, whether it's a single agent, an agent group or agents included in specialized skills groups.

How do I create a CRM Query?

To create a CRM Query, navigate to Denali Workspace > Call Flows > CRM Queries. Once done follow the steps in our Create a CRM Query article.