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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: Additional CRM connector license required per data source.

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

  • ClientID

  • ClientSecret

  • ApiEndPoint

  • LoginEndPoint

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.

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.

Installation

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

    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

    CrmService

    Note: The Password is a generated encrypted string that will be generated by the A365.PWTool.exe using your Salesforce password and token.

    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 for ex: 'services/data/v37.0/'

    CrmService

    LoginEndPoint

    'https://login.salesforce.com/services/oauth2/token'

    CrmService

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

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 is no space 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 (as 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

    Setting

    Value

    Scope

    CrmServiceUrl

    https://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 could be https://fqdn/CrmService or https://fqdn/CrmServiceSalesForce

    WebAgentService