Salesforce Service Cloud Module
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
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:
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.
(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.
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.
LoyJoy needs the
refresh_token OAuth Scopes. Additionally you need to set the Callback URL in the OAuth settings:
This is where you find the callback URL:
These are the required settings for the refresh token:
After you have adjusted the settings in SFSC you can authenticate LoyJoy by clicking this button:
You should see a message like this, showing that everything worked:
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
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:
The connection is configured as described above:
There are three mappings: One for each of the fields to be mapped (email, first name, last name):
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.