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Install CRM Service for Salesforce

Note Additional CRM connector license required per data source.

Introduction

The CRM Service shows information about the caller. The Salesforce CRM Service makes a connection to Salesforce, then uses SQL queries to retrieve the data of the caller from the customer's Salesforce environment.

It uses two lists in SharePoint for it's configuration: PluginSettings and PluginAttributes.

The following mandatory Settings need to be added to PluginSettings to enable the CRM Service:

  • ApplicationHost

  • Username

  • Password

  • AppToken

  • ClientID

  • ClientSecret

 

Plugin Attributes define what customer related account information will be shown within the area where the CRM information will be displayed inside the WebAgent, these properties will then be queried and mapped with the information from the database.

Keep in mind that if you change attributes or add more attributes to the default list, you will also have to go back to your base query settings and equally adjust them too.

 

Prerequisites Salesforce

  • The Salesforce CRM Service package

  • A Salesforce environment with a connected app

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

  • The CRM Service will be hosted in IIS (Microsoft Windows Server)

 

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

This service can be additional configured by added optional settings, see Additional configuration for the Plugin Attributes defaults and base query settings.

 

Installation

Add PluginSettings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory settings

    Setting

    Value

    Scope

    ApplicationHost

    Salesforce application URL

    This is a mandatory setting that must have a value

    CrmService

    Username

    Login credential - user name

    CrmService

    Password

    Login credential - password

    Value should be encrypted by A365.PWTool.exe

    CrmService

    AppToken

    Warning: SalesForce no longer requires an AppToken. This setting must be empty.

    CrmService

    ClientId

    Connected App provided client ID.

    Value should be encrypted by A365.PWTool.exe

    CrmService

    ClientSecret

    Connected App provided Client secret.

    Value should be encrypted by A365.PWTool.exe

    CrmService

 

Read Create a Connected App to obtain credentials for this connection.