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Installing CRM Service for Salesforce

Anywhere365's CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service provides a way of sharing information with your Customer Relationship Management (CRM) software. Anywhere365 has developed a version for Salesforce, which allows you to use SOQL queries to retrieve caller data from the Salesforce database.

Note: A CRM connector license specific to each data source is required.

Two lists are used in SharePoint for CRM Service configuration, the PluginSettings and PluginAttributes.

The following settings are mandatory and must be added to PluginSettings to enable the CRM Service:

  • ApplicationHost
  • Username
  • Password
  • ClientID
  • ClientSecret
  • ApiEndPoint
  • LoginEndPoint

PluginAttributes define which customer-related account information will be shown in the allotted CRM information space within the WebAgent. These properties are queried populated with the information from the database.

Note that if you change or add attributes to the default list, you will also need to change the base query settings.

Salesforce prerequisites

  • The Salesforce CRM Service package
  • A Salesforce environment with a connected app
  • User account that has access to the Salesforce API of your environment

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.

Installing the CRM Service for Salesforce plugin

Adding PluginSettings

  1. Open 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). An 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. Config page on SharePoint
  2. Open the Plugin Settings list
  3. Add the following mandatory settings:
    SettingValueScope
    ApplicationHostSalesforce application URL. This is a mandatory setting and must contain a value.CrmService
    Username Login credential - user nameCrmService
    Password Login credential - passwordCrmService
    Note: The Password is a generated encrypted string that will be generated by the A365.PWTool.exe using your Salesforce password and token. For more information, see Generating an encrypted password string for CRM service for Salesforce authentication
    ClientIdConnected App provided client ID.
    Note: Value should be encrypted by A365.PWTool.exe
    CrmService
    ClientSecretConnected App provided Client secret.
    Note: Value should be encrypted by A365.PWTool.exe
    CrmService
    ApiEndPointSalesforce REST API endpoint for ex: 'services/data/v37.0/'CrmService
    LoginEndPoint'https://login.salesforce.com/services/oauth2/token'CrmService

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

Generating an encrypted password string for CRM service for Salesforce authentication

Accessing Salesforce data will require using both a password as well as a security token (provided by Salesforce) to generate an encrypted password string, using A365.PWTool.exe, according to the procedure described below.

To generate a CRM Service for Salesforce authentication password

  1. Use/update the Salesforce Password from your Salesforce administration account. Salesforce will automatically send a new Salesforce Security Token.
  2. Concatenate these 2 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. You will be prompted to enter a password. Enter the Concatenated Password, which would be, using our example, this string:
    TypicalPasswordpR8&uI234&BiGgg

    and press enter. The program will encrypt the input string and display an Encrypted password that should ressemble this (for 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.

Add WebAgentService URL

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. Add the following mandatory setting
    SettingValueScope
    CrmServiceUrlhttps://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]/CrmServiceSalesForce
    Note: URL needs to be accessible from the WebAgent API service to the CRM Service.
    Note: The CrmService name could be different if a custom name was provided so URLs such as https://fqdn/CrmService or https://fqdn/CrmServiceSalesForce could be used, for example.
    WebAgentService