CRM Record Creation

Note: This section is not applicable to Service Cloud Voice.

The CRM Record Creation page in the Admin App allows you to define the recordobjectentity types available to users under the New ObjectNew RecordNew Entity menu in the InGenius UI.

Note: Please reach out to InGenius Customer Care at ingenius-support@uplandsoftware.com if you require a custom object in your InGenius UI.

ObjectsEntitiesRecords

In Salesforce, the available objects are:

In Microsoft Dynamics, the available entities are:

In ServiceNow, the available records are:

To add a new objectentityrecord:

  1. Select +ADD NEW RECORD
  2. Choose the recordentityobject you want to add.
  3. Select Add ObjectEntityRecord.

Note: If all available objects have been added, you cannot add a new object.

To delete an existing recordentityobject:

  • Click the icon beside the corresponding recordentityobject.
ObjectRecordEntity Display Order

To switch the order that objects are displayed in the InGenius UI:

  • Select the icon to drag and drop objects.
RecordsEntitiesObjects as Create New or Pre-Fill

All objects in the CRM are set to Pre-Fill, except Cases, which can be set to either Pre-Fill or Create-New:

Pre-Fill: Auto-populate the object with information from a current call and/or related objectrecordentity.

Create-New: Creates a new Case and auto-populates it with information from a current call and/or the selected related objectrecordentity. The Case automatically pre-fills, saves, is placed and selected in the Related ObjectsRecordsEntity field and is re-opened in Edit Mode for additional editing by the end user.

Use the slider to toggle between Create New and Pre-Fill: