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Salesforce Service Cloud Module

Introduction

Integrate Salesforce Service Cloud (SFSC) into your chat process.

Typical Use Cases

Use this module to transfer any kind of data from LoyJoy to Salesforce.

How to Use the Module

The module allows you to flexibly write objects in Salesforce and read objects from Salesforce. For example the Person or Case objects in Salesforce, but also custom objects. You can create new objects (add a new Case) or update existing ones (add the phone number to a Person). You just need the name of the object and the name of the field you want to write to configure the transfer.

To connect to SFSC, create a ConnectedApp that contains the authentication data required for the connection (see next section).

In this module, use mappings to configure which data should be written to which object:

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Web-to-Case

Support requests from customers can also be recorded and automatically created as a case in the Sales Force Service Cloud (Web-to-Case).

To do this, the desired information can be collected from the customer via chat, e.g. with a questionnaire module, and transferred to the cloud via the Salesforce Service Cloud module.

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(1) In the module, "SObject (write)" is selected (2) "Salesforce deployment domain" must be entered and (3) the mapping created (see next section). It is important that the variables of the mapping match the previously queried values in the process How to Set Up Variables.

Useful Tips

Authorization

You will need to create a ConnectedApp in SFSC for the connection to work.

From this connected app, you can then copy the client ID and secret. You can find these under PLATFORM TOOLS > Apps > App Manager. Click on New Connected App in the upper right corner. Give it a proper name and .set the API (Enable OAuth Settings) checkbox. In the area Callback URL add the following URL.

https://app-cloud.loyjoy.com/auth/oauth2/salesforce_service_cloud/callback

LoyJoy needs the api OAuth Scope. Optionally add the refresh_token OAuth Scope.

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Click Save and you will be redirected to the settings of the connected app. Here you can find the Consumer Key and Secret which you can view by clicking on Manage Consumer Details. Verify yourself and copy the Consumer Key and Consumer Secret to the LoyJoy module.

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Lastly, your My Domain Name is required. To acquire this, follow the instruction in the offical Salesforce Documentation. After you have adjusted the settings in SFSC and entered the information in LoyJoy, you can authenticate LoyJoy by clicking on Authorize in the Salesforce Module in LoyJoy.

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Example

This is an example flow which first registers a customer, asks them for their first and last name and then creates / updates a contact in SFSC accordingly:

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