Install CRM Service for Salesforce

The CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service for Salesforce is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. The CRM Service retrieves contact info regarding the caller and if applicable the related relevant cases. The CRM Service will be used in combination with the Dialogue Cloud WebAgent.

Dependencies

• A Salesforce environment with a connected app. For more information, see Salesforce documentation: Create Connected App.

  The CRM Service for Salesforce uses the Salesforce OAuth username-password flow. The connected app provides ClientId and ClientSecret. The Salesforce user account provides Username and Password. All four settings are required.

  Complete the following instructions:

  • Configure Basic Connected App Settings

  • Enable OAuth Setting for API integration

    • For the Callback CallBack, an IVR menu feature for voice, enables the customer to confirm or leave an alternative phone number to be called back by an available agent during business hours. URL use:
      sfdc://oauth/restapi/success

    • For the OAuth Scopes use:

      • Manage user data via APIs (api)
      • Perform request at any time (refresh_token, offline_access)

• User account that has access to the Salesforce API of your environment.

Follow the instructions below to install the CRM Service for Salesforce.

Request CRM Service for Dialogue Cloud

For customers

Request the Crm Service for Salesforce to be enabled (for specific UCC's) via your regular AnywhereNow contact or Partner.

For partners

1. Navigate to the Partner Portal

2. Request the "Integrated with Salesforce" when selecting WebAgent > Webagent For Voice Communication / Webagent for Omnichannel Communication.
   

   This can be done during:

   1. Create UCC, see: Create - Contact Center (UCC)

   2. Edit UCC, see: View (and edit) - Contact Centers (UCC's)

Validate Endpoint

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Validate CRMService settings endpoint to ListsPlugin ListsEndpoints

Setting	Value	Scope
ListsEndpoints	http://FQDN FDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/webagentservice/api/v1/settings http://FQDN/CrmServiceSalesforce/api/v1/settings Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.	ListsPlugin

Validate WebAgentService URL

1. Open the UCC Config page on SharePoint
2. Open the Plugin Settings list
3. Validate the following setting:

Setting	Value	Scope
CrmServiceUrl	http://fqdn/CrmServiceSalesforce Note URL (Value) needs to be accessible from the WebAgentService to this CRM Service. If on the same server this can be http and a .local address. Warning Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.	WebAgentService

Configure PluginSettings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Configure the following mandatory settings:

Setting	Value	Scope
ApplicationHost	Salesforce application URL. (e.g. https://eu6.salesforce.com/)	CrmService
Username	Username of the user account that has access to the Salesforce API of your environment.	CrmService
Password	The generated encrypted password string of the user account that has access to the Salesforce API of your environment. For more information, see Generating an encrypted password string for CRM Service for Salesforce authentication.	CrmService
Note The Password setting is a generated encrypted string created with A365.PWTool.exe from your Salesforce password and token. For more information, see Generating an encrypted password string for CRM Service for Salesforce authentication
ClientId	Connected app provided client ID. Note Value should be encrypted by A365.PWTool.exe	CrmService
ClientSecret	Connected app provided client secret. Note Value should be encrypted by A365.PWTool.exe	CrmService
ApiEndPoint	Salesforce REST API endpoint (e.g. services/data/v37.0/)	CrmService
LoginEndPoint	Salesforce Login Endpoint. (e.g. https://login.salesforce.com/services/oauth2/token) Use the token endpoint that is valid for the connected app.	CrmService

Configure Salesforce authentication

CRM Service for Salesforce uses the Salesforce OAuth username-password flow. The token request is sent to LoginEndPoint with ClientId, ClientSecret, Username, and Password.

The Password value must be the encrypted concatenated password string. For more information, see Generating an encrypted password string for CRM Service for Salesforce authentication.

For additional information on obtaining credentials for this connection, refer to Salesforce's documentation: Create a Connected App.

For additional or optional configuration parameters see Additional configuration CRM Service for Salesforce

Generating an encrypted password string for CRM Service for Salesforce authentication

Accessing Salesforce data requires both a password and a security token provided by Salesforce. Use A365.PWTool.exe to generate the encrypted password string, according to the procedure described below.

To generate a CRM Service for Salesforce authentication password

1. Use or update the Salesforce Password from your Salesforce administration account. Salesforce automatically sends a new Salesforce Security Token.

2. Concatenate these two strings by adding the Salesforce Password to the Salesforce Security Token in the following way:

   [Salesforce Password]+[Salesforce Security Token] = [Concatenated Password]

   Example: If the Salesforce Password=TypicalPassword and the Salesforce Security Token= pR8&uI234&BiGgg then the Concatenated Password would be:

   TypicalPasswordpR8&uI234&BiGgg

   Note

   There are no spaces inserted between the 2 strings.

3. Run the A365.PWTool.exe. When prompted to enter a password, enter the Concatenated Password. Using the previous example, enter this string:
   TypicalPasswordpR8&uI234&BiGgg

   Press Enter. The program encrypts the input string and displays an Encrypted password that should resemble this example:

   9Jp9DTd5/Gbur0MlznIhg8GllpBQ3KYX8NvS0HsyzaM=

4. Copy this string, making sure to not copy extra characters or spaces, and paste it into the Password field in your UCC's Plugin Settings.