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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. 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:

grafik

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.

sfsc_wtc1

(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​

SFSC Configuration​

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. Locate you connected app and select View the dropdown. grafik

LoyJoy needs the api and refresh_token OAuth Scopes. Additionally you need to set the Callback URL in the OAuth settings: grafik

This is where you find the callback URL: grafik

These are the required settings for the refresh token: grafik

After you have adjusted the settings in SFSC you can authenticate LoyJoy by clicking this button: grafik

You should see a message like this, showing that everything worked: grafik

Salesforce deployment domain​

The salesforce deployment domain should always end with .salesforce.com. For example if you log in under example.lightning.force.com this is only the URL of the Salesforce Lightning backend. You get the deployment domain by taking the example subdomain from the example.lightning.force.com and adding it to .salesforce.com: example.salesforce.com.

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: grafik

The connection is configured as described above: grafik

There are three mappings: One for each of the fields to be mapped (email, first name, last name): grafik

Like mentioned above, the email field is configured here to act as primary key in the connection to SFSC. Before creating a new contact, SFSC is queried for a contact with this email address. If one exists, it is updated with the data from LoyJoy. If not, a new contact with the data from LoyJoy is created.

By removing the checkbox "Use field to check for existing record" we could instruct LoyJoy to always create new contact objects.