Netsuite Integration Guide

Transcription

1 1 Netsuite Integration Guide

2 2 Netsuite Integration Guide Integrating Velaro with Netsuite Using Velaro's CRM integration tools you can interact directly with your Netsuite account right from the Velaro chat window and Agent Desktop, allowing you to create and modify records without any hassle. 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 the Velaro Agent Desktop and live chats. **Please note that in order for your Netsuite account to work with Velaro, it will need to have Web Services activated and enabled. This will allow the CRM to interact with Velaro through the Agent Desktop software.** If you are not sure where to enable or check for Web Services, then please log into your Netsuite account and navigate to the Setup > Company > Enable Features section. Then scroll down to the SuiteCloud section and check the Web Services checkbo located in the SuiteTalk(Web Services) settings option.

3 3 Enabling Netsuite First log into the Velaro Control Panel at cp.velaro.com and navigate to the Install > Integration section. Within the [General] category, check the bo for Enable CRM Integration and then select Netsuite from the CRM Provider drop down menu.

4 4 Lastly, you will need to connect your Netsuite account with Velaro. To do this select Netsuite from the CRM Systems. Then within the Netsuite tab enter your Account ID as well as the Status ID if you do not have it set to the default value of 6 in your Netsuite account.

5 5 If you are not sure what your Status ID is then you will need to log into your Netsuite account in a browser to locate it. Once logged in, navigate to the Setup > Sales drop down menu and select Customer Statuses You will be directed to a complete list of your Customer Statuses for all record types. Here you want to hover over or click the status New for stage. The Status ID will be part of the URL shown as id=. This is the value you want to input in the Control Panel as your Status ID.

6 6 Back in the Control Panel there are some additional Global Options that you can set up at this time as well, these will be located back in the [General] tab: This will allow you to enforce records being created/associated with a visitor before a chat concludes, force agents to log the chat transcript into the chosen record, and/or track your visitors CRM info through their browser cookies allowing Velaro to automatically pull up a record for a repeat visitor/chatter. Default and Custom Fields Now that Netsuite has been enabled on your Velaro account, you will need to set up the record and field types that you will be utilizing. If you have not already, from the menu tree on the left select Netsuite.

7 7 Now to get things started, select Clone Default Fields to copy in the default field types and properties By cloning the default fields you will already have the basic record parameters. To map additional fields select the Field Mapping tab and click the New Field button.

8 8 Here you will be able to map additional fields including any custom fields your have created in your Netsuite account. If you need to set up custom fields within the integration, then first you will need some information related to your field. Sign into your Netsuite through a browser, and from the Setup > Customization drop down bo select Entity Fields under Lists, Records, & Fields. You will then be directed to a list of your custom fields. Select the field you wish to map, in this case I will add a custom keywords field for my leads.

9 9 In your field you should note the ID and the field type(input bo, drop down, etc...). Now go back to the Control Panel to the new field we have elected to add. Note that the Field Name and Field Label(highlighted in green) will determine how your field displays in the Control Panel and Agent Desktop and you should name these as your want your agents to view them. You then need to select what type of record(lead, contact, account, etc...) this field applies to as well as if it will be used for searching or creating records through Velaro. The Property Name should be set to the Field ID you noted in Netsuite, and your Control to Render set to the epected input type.

10 10 **If your custom field is a drop down lost or combo bo please see the additional instructions below** Lastly, remember to select This is a Custom field within my CRM system provided your new field is custom. Once you have everything set remember to click Apply / OK to save your new field properly into Velaro. Field Name - This should be set to the Field Name as defined in your Netsuite 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

11 11 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 Netsuite 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. **Combo bo and drop down lists** If your custom field is a drop down or combo bo, then you will need to take an additional step to ensure that the list options are being correctly sent to Netsuite.

12 12 Netsuite's API does not automatically populate lists, so we must define the available options and what values in Netsuite. To do this change your List Field Settings radio button to The Values for This List are Defined. For every option that your Agents should have access to within the chat then we'll need to have that value mapped. In your Netsuite account your field value will have an associated list, which contains the available options, if it is a custom list you can access the values by logging into your Netsuite account and navigating to the Setup > Customizations > List section.

13 13 Choose the list that your record field is utilizing, Netsuite lists these internally with numeric IDs, so note which values you want to include in the integration but in terms of their order. If you have not created specific numeric IDs then this will likely be based on your original input order. In the above screenshot my values are 1(Mobile), 2 (Windows) and 3(Mac). Your numeric values should be included in the Value column, but please note that the Display Tet entry is reflected in the Chat itself and while its not required to be the same verbiage as you have it listed in Netsuite it is recommended to keep these the same.

14 14 Additional Fields Below you will find some additional fields that Netsuite offers by default in its system that we do not provide automatically. Type Create Property Name Contact Search Control Field List Type Property Type Name Tet bo String - Contact company company ComboBo String Contact phone phone Tet bo String Contact firstname firstname Tet bo String Contact lastname lastname Tet bo String Contact comments Contact title title status Multiline Tetbo Tet bo Tet bo ComboBo Tet bo String Label Contact Address contact_comp Contact any Company Name Contact Phone Number Contact First Name Contact Last Name Comments Used for Lookup? String Job Title String Subject String support_ Status status String Address company company ComboBo String support_ Company company Name incomingm Multiline String Description essage Tetbo origin ComboBo String support_ Origin origin issue issue ComboBo String support_ Issue issue category ComboBo String support_ Type category assigned assigned ComboBo String support_ Assigned assigned To: casenum Tet bo String ber Number module ComboBo String support_ Module: module leadsource ComboBo String customer_lea dsource Source phone Tet bo String Phone Number Tet bo String Address firstname firstname Tet bo String First Name title Used for record creation?

15 15 lastname lastname Tet bo String entitystatu ComboBo String s category ComboBo String title Tet bo String firstname Tet bo String Last Name customer_enti Status tystatus customer_cat Category egory Title Contact First Contact Name companyn company Tet bo String Company ame Name Name salesrep ComboBo String customer_sal Sales Rep esrep lastname Tet bo String Contact Last Name Contact subsidiary subsidiar ComboBo String customer_sub Subsidiary y sidiary For a complete list of Netsuite lists that Velaro can pull back please click here. Lastly, we recommend utilizing the Clear List Cache function found in the Netsuite tab. After you modify or create any field this will flush any saved data ensuring everything is up to date for your integration in the desktop software..

16 16 Adding Agents You will also need to set up each of your Agent's Netsuite information in their Velaro usernames. Navigate back to the [General] menu and select CRM Users tab. From the Working On User drop down bo select each Agent and input their Netsuite username, password, and Role ID if not defaulted. Click Apply to save the information. If you are not sure which Role ID in your account is default, or need to get the ID for any then you will need to log back into Netsuite through a browser. In the top right area you should see your login name, your Netsuite role and an icon of two people. Highlight over that area and you'll be presented the option for "View All Roles." You will now be presented with a full list of user roles in your Netsuite account and can easily see which is the denoted as the default.

17 17 If the user in Velaro is not the default role then you'll need to get the ID in addition to their username and password. Without the correct role settings, Netsuite will deny access when in the Agent Desktop and chat. To view the Role ID hover over the specific role and you should see a preview of the URL that your browser will launch. Within that URL you should see id=, this is the value you want to input in the Control Panel. Please note that simply clicking the user Role will route you to your Netsuite homepage with the user permissions adjusted, the role is specifically listed in the URL.

18 18 Netsuite used in the Agent Desktop Once saved your users will now have access to Netsuite directly in the Agent Desktop as well as chats. Agent Desktop: In the Agent Desktop there is now an accessible Netsuite tab, which the agent can use to search through tickets and even access the account as if they had signed into a browser. Please note that Netsuite does not allow a user to be signed in multiple browser sessions, so your agent should not be using Netsuite from a different browser source while also using the Agent Desktop. 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 Netsuite record associated, then it will automatically populate.

19 19 If the visitor's record had not been previously assigned, your agents can search Netsuite for any eisting ones. Your agents will also have the ability to create records directly within the chat. Simply by navigating to the Create button within the Netsuite sidebar they can select to create a ticket. **Note that Netsuite requires Contact and Account record types to come from eiting s.

20 20 If there is not an eisting lead you will need to create one in order to create a contact/ account.** Once the record type has been selected, they will be given all fields that you have previously defined in the Velaro Control Panel Once you have created the record, you'll be redirected to view it in the chat but will also now be accessible directly in Netsuite.

21 21 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 e 2.