Salesforce Integration Guide

Transcription

1 1 Salesforce Integration Guide

2 2 Salesforce Integration Guide Integrating Velaro with Salesforce Using Velaro s Salesforce chat integration tools, you can create leads, contacts, support cases, and save them to Salesforce right from the Velaro chat window. This guide will walk you through setting up the integration, adding your own custom fields, managing your users, and how this powerful tool is used directly within Velaro's Agent Desktop and live chats. Please note that the Velaro Salesforce integration is intended for Salesforce Enterprise accounts only. If your Salesforce account is not at the enterprise level, then please contact your representative to discuss the API integration. Enabling Salesforce First log into the Velaro Control Panel at cp.velaro.com and navigate to the Install > Integration section.

3 3 Within the [General] category, check the box for Enable CRM Integration and then select Salesforce from the CRM Provider drop down menu. Within Global Options you also have the ability to force agents to select a CRM record before closing the chat, force agents to log their chats in Salesforce after a record is selected, and to enable tracking visitors with cookies.

4 4 Default and Custom Fields Now that Salesforce has been enabled on your Velaro account, you will need to set up the record and field types that you will be utilizing. From the menu tree on the left, select Salesforce. If your Salesforce account utilizes Campaigns, you can assign the ID within this section to associate the information coming from the chats to the specific campaign which you have assigned. For more information regarding the Campaign ID, please visit our Community Website. Now to get things started, select Clone Default Fields to copy in the default field types and properties.

5 5 By cloning the default fields you will already have the basic record parameters for Leads, Contacts, Cases, and Accounts. If you however also need to set up additional or custom fields within the integration, select the Field Mapping tab and click the New Field button. To map the custom field you will need to know the field name as defined in your Salesfroce account. To find this, sign into the account from your browser and go to the Setup section located at the top of the page. Under the App Setup menu on the left, expand option, select Customize, and then select the Record type you are looking for(in this example Leads). Click the Fields item, and at the bottom in the Custom Field & Relationships box, select the field you are looking to map. Copy and paste or note the API Name and "Field Name" on this screen.

6 6 Go back to the Velaro Control Panel and create a new field. Enter the Field Name(Keywords) that you noted from the Salesforce account and select the record type for this new field. Then select whether this new field will be used for searching or creating records, and enter the API Name in the Property Name(Keywords c). Remember to select This is a Custom field within my CRM system above the Ok/Apply buttons. Field Attributes Field Name - This should be set to the Field Name as defined in your Salesforce account. Applies to Records of Type - Allows you to define the record type for the field you are creating (lead, contact, case, account) Chat Attribute - Allows you to pass in one of the Velaro attributes used within the chat for automatic field population. For a complete guide on pre-populating fields please visit our community site here. This Field Is Used for Searching - Sets your field to be used in criteria for searching. This Field is Used for Creating - Sets your field to be used for creating recordings. Property Name - This should be set to the API name for your field as defined in Salesforce. Field Label - Here you can define how the field will display in the integration itself, Display Order - Allows you to define the order of your fields for each record type displayed within the integration.

7 7 Adding Agents Lastly, you will need to set up each of your Agent's Salesforce information in their Velaro usernames. Navigate back to the [General] menu and select CRM Users tab. From the Working On User drop down box select each Agent input their Salesforce username, password and Security Code. Click Apply to save the information. The SF Security Code is the user's security token, if they do not have it saved or do not know it then the token will have to be reset. To reset a security token the user must log into the Salesforce website and navigate to the Customer Support > Setup section, and locate the Reset your security token link. The reset token will be ed to the user, and from there can be added in the SF Security Code field in the Control Panel.

8 8 Salesforce in the Agent Desktop Once the user information has been added and saved, your Agent's will be able to access Salesforce both in the Agent Desktop as well as directly in chats. Agent Desktop: Note that now in the Agent Desktop there is an accessible Salesforce tab, which the agent can use to search through records and even access the account as if they had signed into a browser. Live chats: In your agent's chat window they will now also have an additional sidebar which they can use to search and create records. Once the chat window opens, if the visitor had previously chatted and had a Salesforce record it will automatically populate.

9 9 If the visitor's record had not been previously assigned, your agents can search Salesforce for any existing ones. Your agents will also have the ability to create records directly within the chat. Simply by navigating to the Create button within the Salesforce sidebar they can select the record type. Once the record type has been selected, they will be given all fields that you have previously defined in the Velaro Control Panel.

10 10 If you would like additional resources, guides, or assistance please utilize the following links: Online Community Live Chat Support You can also reach Velaro's support department Monday-Friday 8AM-8PM by calling ex 2.