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External organization actions

  • Aggiornato: 2022/06/17
    • Automation 360 v.x
    • Crea
    • Spazio di lavoro RPA

External organization actions

The Genesys package offers a palette of actions to detail and access data for external organization records.

External organization action palette for Genesys

External organizations are your customers, partners, and other businesses that you interact with. An organization (org) can also be considered an account and is related to External Contacts in that contacts belong to an org. Simply put, contacts are customers and the relationship defines what business a contact might be calling about. Allowing an agent to view customer information and the org of the customer help the agent to quickly understand the relevant business details to best serve their needs. Therefore, having the org details available to bots can enable workflows, such as automatically importing account data into Genesys from other systems, using Genesys Org details to look up open cases for the account from an external case management tool, and so on.

Similar to contacts, you can detail as much or as little relevant data beyond the name of the org. Optional data can include company type, industry, multiple phones, addresses, tags, and websites. The Genesys package includes the following external organization actions:
Action Description
Create organization Create the initial external organization record.
  • Enter the Name of the org.
  • Enter the optional data.
  • Select whether the org approved to be contacted through Phone SMS.
  • Select whether the org approved to be contacted through Fax SMS.
  • Enter the Session name for your changes to the repository.
  • Optionally, Choose a variable where the org ID can be saved.
Delete organization Delete a record of an external organization.
  • Enter the ID for the external organization.
  • Enter the Session name for your changes to the repository.
Get organization Call the details of an external organization record.
  • Enter the ID for the external organization.
  • Enter the Session name for your changes to the repository.
  • Select how the outcome data will be saved.
    • If using Multiple variables, use the following steps for each variable:
      • Click Add variable mapping.
      • Enter the Key of the variable.
      • Choose a variable where the data will be saved.
      • Click Add for this data to be saved to the configured variable.
    • If using a Dictionary variable, then select the established variable where the outcome data can be saved.
List/search organizations Call a list of external organizations that match your search query.
  • Optionally, enter keywords for your Search query.
  • Enter the Session name for your changes to the repository.
  • Choose a variable where the outcome data will be saved.
Update organization Update an external organization record with new or additional data.
  • Enter the ID of the external organization record.
  • Enter the Name of the org.
  • Enter the optional data.
  • Select whether the org approved contact through Phone SMS.
  • Select whether the org approved contact through Fax SMS.
  • Enter the Session name for your changes to the repository.
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