My ZCC Salesforce integration is showing as disconnected but agents are still able to sign in to Salesforce normally and use the ZCC CTI adapter. 1.What is the reason for this and why does it still work ? 2.If my Salesforce admins are requesting to reset the password and refresh the token for the account used to integrate, will this cause any errors for the agents ? or since it is the same account , it just needs to reconnect without issue?
Hi @jp.ignacio while the agents can continue to take their calls in the ZCC CTI connector, you are going to be missing the Session History records that ZCC writes into Salesforce via API.
Additionally, we use this API connection to help the ZCC admin configure the Channel Setup.
You will want to have the connect reestablished, it should be straightforward via the Reconnect link.
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