Commitment Manager in Salesforce Agent

If you are unable to talk to a customer, or need to follow up at a later time, you can create a commitment to return the call. The Commitment Manager reminds you of your commitment at the scheduled time. Commitments can be edited, rescheduled, or deleted.

Commitment Manager in Salesforce Agent, showing upcomign commitments.

Your administrator must assign you a security profile that has the Commitment Manager enabled in order for you to see the Commitment Manager icon.

Handle A Commitment

The Commitment pop-up, showing the name of the contact, a timer, and Proceed and Reschedule buttons.

If you want to accept the commitment, click Proceed to start the call. Salesforce Agent automatically dials the phone number associated with the commitment.

If you need to reschedule the commitment, click Reschedule. Select the date and time and, if necessary, the time zone. Click Save, then Submit.

Salesforce Agent reminds you of any commitments that are scheduled within the next hour when logging out.

Create A Commitment

The Schedule Commitment window in Salesforce Agent, with fields for the contact's first name, last name, phone number, and more.

  1. Click Commitment Manager, indicated by a thumbtack icon.

  2. Click New.

  3. Type the contact's First Name, Last Name, and Phone Number, and assign the commitment to yourself or an appropriate skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

    4. If you assign the commitment to a skill, anyone with that assigned skill can complete the commitment. Also, because the commitment was assigned to the skill instead of a specific agent, the Agent Name will display as Inferred / Unknown in Reporting.

  4. Select the Date, Time, and Time Zone.

  5. Click Save.

  6. Leave detailed notes so that you or another agent have enough information to assist the contact.

  7. Click Submit.

Delete A Commitment

  1. Click Commitment Manager, indicated by a thumbtack icon.

  2. Select Me to view your commitments, or Skill to view commitments assigned to a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge queue.

  3. From your list of commitments, select the commitment you want to delete.

  4. Click Delete.

  5. Type the reason for deletion in the Notes.

  6. Click Submit.

  7. To complete the deletion of the commitment, click Yes.

Edit A Commitment

  1. Click Commitment Manager, indicated by a thumbtack icon.

  2. Select Me to view your commitments or Skill to view commitments assigned to a skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge queue.

  3. Select the commitment you want to edit.

  4. Click Edit. You can edit the contact information, date, time, notes, and skill assignment.

  5. When you are satisfied with your edits, click Submit.