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Custom Resources (Related Modules)

    Updated:
    1 min read

    Enable this feature to configure custom resources, other than Cases and Opportunities, which can be related to agent calls (like Properties). A resource is a module (Object) which you can attribute calls to. These resources will be accessible in the Tenfold UI Actions tab, through a menu located next to the clipboard, suitcase, and/or binoculars icon.

    • To get started, the Tenfold services team will need to first build support for the custom object. Please contact your Customer Success Manager or Tenfold Support for more information. 
      • The Tenfold representative will be looking for the following information:
        • Name of the custom object
        • API Name of the custom object
        • Does the custom object support logging activities?
        • Does the custom object have a relationship to the Contact, Account, and/or Lead Objects? Specifically, fields of data type Lookup for those objects.
    • After support for the resource has been added, you can configure the SOQL query used to display results in the Tenfold UI. Navigate to the Custom Resources feature in Tenfold Dashboard. 
      • Using the list picker, move the object to the right-hand side that you would like to use as your custom resource. Note that only one custom resource is supported at the moment.
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    • Enter the URL Tenfold should launch when a user creates a new record for this object from Tenfold’s UI and the 3 character object key prefix. Below is an example Tenfold uses for our Project object.
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    • Enter the SOQL query used to find related resource objects. 
      • Below is an example of the query implemented for Tenfold’s Project__c object where Project_Contact__c and Project_Account__c are lookup fields.
    javascript:
    SELECT Id, Name, CreatedDate FROM Project__c WHERE (Project_Contact__c != null AND Project_Contact__c = "{id}") OR (Project_Account__c != null AND Project_Account__c = "{parentId}") OR (Project_Account__c != null AND Project_Account__c = "{id}")
    • view raw | gistfile1.txt hosted with ❤ by GitHub 
      • It’s important to understand this query. When Tenfold matches records we capture both the Record ID and the Parent Record ID. Related resources such as opportunities, cases, etc may relate to either of these depending on the use case and you will need to adapt the query accordingly. Let’s break this down in more detail. 
    javascript:
    SELECT Id, Name, CreatedDate FROM Project__c

    view raw | gistfile1.txt hosted with ❤ by GitHub 

    The above two lines are ensuring we select the Id and Name values from the object Project__c. These fields are required for this feature to work. No other fields need to be selected. Only the Id and Name fields must be selected. 

    javascript:
    (Project_Contact__c != null AND Project_Contact__c = "{id}") OR

    view raw | gistfile1.txt hosted with ❤ by GitHub 

    The above condition will match if the Project_Contact__c field of the Project__c record is not empty and has a value which matches the Record ID for the Contact the agent is speaking with. 

    javascript:
    (Project_Account__c != null AND Project_Account__c = "{parentId}") OR

    view raw | gistfile1.txt hosted with ❤ by GitHub 

    The above condition will match if the Project_Account__c field of the Project__c record is not empty and has a value that matches the Parent Record ID for the Contact the agent is speaking with. The Parent Record ID would be the Account associated with the contact. 

    javascript:
    (Project_Account__c != null AND Project_Account__c = "{id}")

    view raw | custom-resource-condition-2 hosted with ❤ by GitHub

    In some cases, Tenfold may match on the Account record and not the Contact record. For this reason, we include a condition to display related Project__c records where Propsect_Account__c field of the Project__c record is not empty and has a value that matches the Record ID for the Account the agent is speaking with.

    Originally Written By Sean Pinegar

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