Service Cloud Study

Front 1

Calls an Apex class that implements the Process.Plugin interface. If you used the Tag property in thePluginDescribeResult class, the Apex class appears under a customized section. Otherwise, it appears under the Apex Plug-ins section.

Back 1

Apex Plug-in

Front 2

Sets or changes values in variables, collection variables, sObject variables, and sObject collection variables.

Back 2

Assignment

Front 3

Evaluates conditions to determine which flow path to take.

Back 3

Decision

Front 4

Sends an email by using a workflow email alert to specify the email template and recipients.

Back 4

Email Alert

Front 5

Creates Salesforce records using the field values from an sObject collection variable, or creates one Salesforcerecord using the field values from an sObject variable.

Back 5

Fast Create

Front 6

Deletes Salesforce records using the ID values from an sObject collection variable, or deletes one Salesforce record using the ID value from an sObject variable.

Back 6

Fast Delete

Front 7

Queries Salesforce records to assign their field values to an sObject collection variable, or queries one Salesforcerecord to assign its field values to an sObject variable.

Back 7

Fast Lookup

Front 8

Updates Salesforce records using the field values from an sObject collection variable, or updates one Salesforcerecord using the field values from an sObject variable.

Back 8

Fast Update

Front 9

terates through an sObject collection variable. For each item in this sObject collection variable, the Loop element:

1. Assigns the item’s values to a loop-specific sObject variable.
2. Executes the loop-specific flow path, which contains elements that use the loop-specific sObject variable—for example, to manipulate its values and then assign the updated values to another sObject collection variable that can be referenced later in the flow.

Back 9

Loop

Front 10

Calls an object-specific or global action.

Back 10

Action

Front 11

Posts a message to the feed for a specific record, user, or Chatter group.

Back 11

Post to Chatter

Front 12

Creates one Salesforce record using field values that you specify individually. You can assign these values from flow resources, such as variables and screen fields.

Back 12

Record Create

Front 13

Deletes Salesforce records that meet the filter criteria you specify.

Back 13

Record Delete

Front 14

Queries one Salesforce record that meets the filter criteria you specify, and then assigns the record’s field values to separate, individual flow variables or individual fields on sObject variables.

Back 14

Record Lookup

Front 15

Updates one Salesforce record using field values that you specify individually. You can assign these values from flow resources, such as variables and screen fields.

Back 15

Record Update

Front 16

Displays a screen to the user who is running the flow. The screen contains fields for user input or for displaying information to the user. Fields and choices that you create for the screen are available as resources that you can reference elsewhere in the flow.

Back 16

Screen

Front 17

Sends an email by using the flow to specify the subject, body, and recipients.

Back 17

Send Email

Front 18

Serves as a temporary placeholder while you design a flow. You can convert Step elements into Screen elements.

Back 18

Step

Front 19

Submits one Salesforce record for approval.

Back 19

Submit for Approval

Front 20

Calls another flow in the organization.

Back 20

Subflow

Front 21

Waits for one or more defined events to occur.

Back 21

Wait

Front 22

*Telephone switch or PBX

*IVR, ACD and other call processing

*Sends/receives phone messaging

*Send call data to the CTI Connector - Caller ID, Dialed Number, Customer Entered Digits (account#)

Back 22

Telephony System

Front 23

*Primary function: translate messages to/from the telephony system

*Customized for each telephony system

*Can be customized to provide additional functionality

*Maintains XML representation of the SoftPhone

*Communicates with Salesforce via Webservices API

*Complete source code provided to partners

Back 23

CTI Connector

Front 24

*Primary function: render the SoftPhone

*C# codebase

*Not customizable

*Converts XML into HTML to render the SoftPhone

*AJAX and JavaScript communication with browser

* Acts as proxy to send information to and from the browser

Back 24

Browser Connector

Front 25

*AllHTML5 browsers supported

*plugin or add-on required

*LocalStorage used to maintain SoftPhone state in multiple tabs/browsers

*postMessage used to send requests to Salesforce

Back 25

Browser

Front 26

*Customer Data (caller ID, account#)

*Call center user profile

*Call center user authentication

*CTI adapter configuration - call center, softphone layout, directory numbers

Back 26

Salesforce