If you have followed the previous modules, hopefully, you have a very basic understanding of what PopFlow is, how to use PopFlow to pass data between various activities, streamline your operations, and workflows within the CRM.
Let's talk about typical use cases! The following use cases will be broken down by the “Activity" groups and a basic description of their use.
Screen Pops:
Screen Pops are a common use case in PopFlow that involve displaying relevant information on the screen when a specific event occurs, such as an incoming call, chat, or email.
Screen Pops are beneficial for agents requiring quick customer data access to provide personalized and efficient service. For example, when a call is received, Screen Pops can automatically display customer data, including their name, phone number, and previous interactions with the company.
This gives the agent immediate context and enables them to access the customer's account and quickly handle the task.
Data Activities:
Data Activities are a commonly used PopFlow activity that involves sending or receiving data from a repository that contains data in a structured or unstructured format.
Data sources can be internal to the CRM, such as pre-existing reports or CRM information, or external to the CRM, such as databases, spreadsheets, files, APIs, web services, and data feeds.
For instance, with Data Activities, PopFlow can retrieve or submit data from CRM Contacts, Incidents, Answers, Knowledge Base, or other data sources such as API sources or data end-points. This data can be further processed, analyzed, and used to support business decisions, operations, and workflows.
Control Flows:
Control Flows are an essential part of PopFlow and enable the workflow automation to make decisions and take different actions based on specific conditions. Control Flows can create more complex and conditional workflows that handle various scenarios.
For example, PopFlow can use a control flow to specify condition-based logic, such as an "if-then-else" statement, to check if a certain condition is true or false and take different actions depending on the result.
Moreover, PopFlow can use switch conditions and for-each statements to create more complex workflows to handle different scenarios. Control Flows can also add flexibility to stop the execution of a workflow or call into another workflow, tailored to specific use cases and scenarios.
PopFlow Template Library
PopFlow uses key activities such as Screen Pops, Data Activities, and Control Flows, which are critical for managing customer interactions, improving productivity, and enhancing the customer experience.
By leveraging these activities, businesses can personalize customer interactions, provide agents with fast and easy access to relevant information, analyze data from various sources, and optimize workflows.
To help you start with PopFlow, we have assembled a Library of examples you can explore, test, and use as a reference. These examples will provide foundational knowledge and demonstrate how to effectively utilize Screen Pops, Data Activities, and Control Flows to streamline your business operations and improve customer interactions.
Check out the Library below to get started!