Using Screen Pops

(Undefined variable: General.ProductNameAbreviation) uses screen pops to display entities within the Dynamics 365 interface, and are configured by your organization. Upon receiving a call, (Undefined variable: General.ProductNameAbreviation) searches for entities that match the contact's telephone number or details assigned to the incoming call queue with those stored in Dynamics 365 . Matching entities are then displayed on screen allowing you to view or enter information and details related to the call or the contact.

Entities are displayed in tabs within the Dynamics 365 interface and each configured entity provides unique fields for entering and collecting various types of information, such as:

  • Customer contact details
  • Call details
  • Account details
  • Case details
  • Leads
  • Notes

Below is an example entity used for a entering details for a new contact. In this example, you can collect general information about the customer, such as their name, address, and phone number. After this information is collected in Dynamics 365, it is then made available to any future agents that may receive a call from this contact.

Example Entity for "New Contact"

Screen Pop Behaviors

Screen pops behave in accordance with your organization's specific (Undefined variable: General.ProductNameAbreviation) queue configuration. The behaviors change based on matched search results for entities.

No Entities Found

If no entities matches are found, your organization may have (Undefined variable: General.ProductNameAbreviation) configured to do one of the following:

  • Display nothing, which may require that you create an entity manually within Dynamics 365.
  • Display a new entity type for you to create.
  • Display a search page allowing you to manually search for or create entities.

Single Entity Found

If a single entity is found, your organization may have (Undefined variable: General.ProductNameAbreviation) configured to do one of the following:

  • Display nothing, which may require that you create an entity manually within Dynamics 365.
  • Display the entity found.

Multiple Entities Found

If multiple entities are found, your organization may have (Undefined variable: General.ProductNameAbreviation) configured to do one of the following:

  • Display nothing, which may require that you create an entity manually within Dynamics 365.
  • Display a search page allowing you to manually search for or create entities.