How to Manage Live Claim

Live Claim Process

Show Popup for Leads: When leads are assigned to a queue, a popup will alert users, allowing them to claim the leads. This functionality can be extended to other objects using a flow and the invocable method (Live Claim API).

Live Claim UI Functionality

Create Button: Opens the Create Setting Modal with the following fields:

• Name: Live Claim Custom Setting Name

• Queue: Selection Box for queues

• Disable Live Claim: If checked, the live claim process will be disabled.

Custom Setting Storage:

• Custom Setting Name: Live Claim Setting

• Data saved in custom settings includes the Name and Queue for the live claim process.

Live Claim Backend Functionality

Popup Alerts: Alerts users about new leads assigned to the queue. The popup includes:

• Queue ID: Identifies the queue for the live claim setting.

• Eligible Users: All users in the queue can view and claim leads.

• User Status: Shows whether users are online or offline.

Technical Steps for Live Claim for Lead

Create Live Claim Setting: Include fields - Name, Queue, Enable/Disable setting.

Create FieldSet in Lead Object:

• Fields: FirstName, LastName, Email, LeadStatus

• Field Set Name: Live_Claim

• Add desired fields to display in the lead details popup.

Lead Ownership and Claiming:

• In the Zenroute app, a popup will be there at the screen footer.

• Change the lead owner to the queue selected in the live claim setting.

• Clicking on Live Claim in the popup will show lead details ready to be claimed.

• Upon clicking Claim, the current user becomes the new owner, the lead detail is removed from the popup, and the user is redirected to the lead record page.

Lead Trigger and Handler Functionality

• On Lead Insert/Update: If a lead is owned by the queue ID in the Live Claim Setting:

  • A platform event is created with details and Action Type = 'New Record'.

  • User IDs field contains IDs of queue members.

  • The records become available in the popup for these users to claim.

Live Claim API for Other Objects

• Using Invocable Class: Enables live claim functionality for other objects via flow or process builder.

Example: Live Claim for Account Object

Process Builder Setup:

• Go to Setup and search for Process Builder.

• Create a new process (e.g., Custom Live Claim).

• Select the object and define conditions for triggering the live claim.

Add Action:

• Select action type, name, class, and set apex variables.

• Required fields:

  • Record ID: Object Record ID

  • Assignment Field API Name: Field to be assigned after claiming.

  • User ID List: Comma-separated list of user IDs for the popup.

  • Field Set API Name: Fields to display in the live claim popup (e.g., Account Name, Website, Account Type).

Activate Process Builder:

• Save and activate the process.

Account Tab Usage:

• Open an account and change the Account Type.

• The popup will display, allowing users to claim the account.

By following these steps, you can effectively implement and utilize the Live Claim Process in Zenroute for various Salesforce objects, ensuring a seamless lead or record assignment and claiming workflow.