Configuration of your Salesforce organization
Overview
This section covers the following topics:
- how to create the
Queues
required to transfer the conversations to your Salesforce organization if you are using team-based routing in Alcméon;- how to configure the connector if you plan to work with
Case
objects;- (optionally) how to integrate with Salesforce
Omni-Channel
to route conversations to Customer Support Agents.- how to configure the
Contact
(orPerson Account
if enabled) layout to display the related conversationsTo ease your navigation, we mentioned for each step the compatible Customer Support Agents workflow(s) (as defined in the Working with your Salesforce organization page) with the 💬 icon.
👤 Compatible role
Salesforce administrator
⌚ Estimated reading time: 15 minutes
Queues
Compatible workflows 💬
All workflows using team-based routing in Alcméon to transfer conversations to your Salesforce organization.
Usage
Queues can be mapped to Alcméon teams to transfer social media conversations between your Alcméon environment and your Salesforce organization.
Assumption
In the following, we will assume that Customer Support Agents are working on
Case
objects in Salesforce. Therefore, we will useCase
as the object to transfer. If you are working directly withalcmeon__Conversation__c
objects, you can replaceCase
byalcmeon__Conversation__c
.
Add a routing configuration
- In the
Quick Find
menu, search forRouting Configurations
and open the page. - Click on
New
. - Fill the form with the following values:
- Routing Configuration Name:
Alcmeon routing
- Developer Name:
Alcmeon_routing
- Routing Priority:
1
- Routing Model:
Least Active
- Units of Capacity:
1
- Routing Configuration Name:
- Click on
Save
.
Create Queues
You need to create the queue to transfer conversations from Alcméon to Salesforce:
- In the "Quick Find" field, search for
Queues
and open the page. - Click on
New
. - Fill the form with the following values:
- Label:
Alcmeon queue
- Queue Name:
Alcmeon_queue
- Routing Configuration: click on the search icon and select
Alcmeon_routing
- In the
Supported Objects
section, transferCase
fromAvailable Objects
toSelected Objects
- In the
Queue Members
section, transfer the all the available members toSelected Members
- Label:
- Click on
Save
.
If you need to transfer conversations from Salesforce to Alcméon (that may be the case if you are implementing a Customer Support Agent workflow of type agents-reply-from-alcmeon-and-salesforce
), you'll need to create another Queue
:
- Click on
New
again. - Fill the form with the following values:
- Label:
Transfer to Alcmeon
- Queue Name:
Transfer_to_Alcmeon
- In the
Supported Objects
section, transferCase
fromAvailable Objects
toSelected Objects
- Label:
- Click on
Save
.
Working with Cases
Compatible workflows 💬
All workflows if you are using
Case
objects on top ofalcmeon__Conversation__c
custom objects.
Create Apex triggers
Usage
Working with
Case
objects implies to create aCase
for eachalcmeon__Conversation__c
transferred to your Salesforce organization. Apex triggers will be used to keep thealcmeon__Conversation__c
andCase
objects synchronized throughout the conversation life cycle.
Disclaimer
Demo Apex triggers are available in our Salesforce demo public repository. There are provided as examples and we will not provide technical support on it. You are responsible to implement it according to your business requirements.
First, let’s implement a trigger in charge of creating a Case
when an alcmeon__Conversation__c
object is created. It should also link them together by setting the alcmeon__Case__c
field of the alcmeon__Conversation__c
to the Id of the new Case
. This is particularly important if you are using our Alcméon Conversation widget. When the Contact
(or Person Account
) associated to the conversation or its owner changes, the Case
should also be updated for instance.
- Click the
Settings
icon on top right corner, and then click onDeveloper Console
. - Click on
File
>New
>Apex Trigger
. - Set
SyncCaseWithAlcmeonConversation
for the name andalcmeon__Conversation__c
for sObject. - Replace the code with content of the SyncCaseWithAlcmeonConversation demo trigger.
- Save the file.
Now, let’s implement another trigger in charge of updating the alcmeon__Conversation__c
object whenever the user manually update a Case
to change its Contact
(or Person Account
) or assign it to the Queue
mapped to the transfer to Alcméon team.
- Still in the Developer Console, click on
File
>New
>Apex Trigger
. - Set
SyncAlcmeonConversationWithCase
for the name andCase
for sObject. - Replace the code with content of the SyncAlcmeonConversationWithCase demo trigger.
- Modify the trigger logic to fit your business requirements.
- Save the file.
Enable the Closed
status
Closed
statusYou may want to enable the Closed
status of Case
objects in order to simulate a realistic Customer Support Agent scenario:
- In the
Quick Find
section, search forSupport Settings
and open the page. - Click on
Edit
. - Select the default user for the first two fields.
- Enable
Show Closed Statuses in Case Status Field
checkbox. - Click on
Save
.
Notify agents of new messages
Our demo package contains an example of Aura component to notify Customer Support Agents when a new message is received for a conversation of a Case other than the opened one:
If you want to give it a try, please check the instructions.
Integrate with Omni-Channel routing
Compatible workflows 💬
all-agents-reply-from-salesforce
,agents-reply-from-alcmeon-and-salesforce
using team-based routing in Alcméon to transfer conversations to your Salesforce organization.
Usage
The Alcméon for Salesforce connector is compatible with Salesforce Omni-Channel routing. You can therefore configure it to route the conversations to your Customer Support Agents when available.
Disclaimer
The Alcméon for Salesforce package creates only
alcmeon__Conversation__c
custom objects, which are compatible with the default queue based routing of the Salesforce Omni-Channel, as well as with any external routing model. It is the responsibility of the external routing engine to detect the creation ofalcmeon__Conversation__c
objects and decide what policy to apply to them.
Enable the Omni-Channel feature
- Click on the
Setup
icon on top right corner, and then click onSetup
. - In the
Quick Find
menu, search forOmni-Channel Setting
and open the page. - Click on the
Enable Omni-Channel
and save.
Create a service channel for Case routing
- In the
Quick Find
section, search forService Channels
and open the page. - Click on
New
. - Fill the form with the following values:
- Service Channel Name:
Alcmeon Case channel
- Developer Name:
Alcmeon_Case_channel
- Salesforce Object:
Case
- Service Channel Name:
- Click on
Save
.
Create a presence status for the Omni-channel window
- In the
Quick Find
section, search forPresence Statuses
and open the page. - Click on
New
. - Fill the form with the following values:
- Status Name:
Available - Case
- Developer Name:
Available_Case
- Status Options:
Online
- In
Service Channels
section, transferAlcmeon Case channel
fromAvailable Channels
toSelected Channels
.
- Status Name:
- Click on
Save
.
Make this new presence status available to your target user profile::
- In the
Quick Find
section, search forProfiles
and open the page. - Click on your target user profile.
- Click on
Service Presence Statuses Access
. - Click on
Edit
. - Transfer
Available - Case
fromAvailable
to theEnabled Service Presence Statuses
section. - Click on
Save
.
Configure your user
Make sure your target user is a Service Cloud User
so that he can use Omni-channel in the Service Console:
- In the
Quick Find
section, search forUsers
and open the page. - Click on the target user.
- Click on
Edit
. - Enable
Service Cloud User
checkbox. - Click on
Save
.
Display the related conversations of a Contact
Compatible workflows 💬
all-agents-reply-from-salesforce
,agents-reply-from-alcmeon-and-salesforce
Usage
If you plan to work without
Case
objects, you may want to display the list of related conversations (i.e. thealcmeon__Conversation__c
objects) attached to aContact
(orPerson Account
if enabled) to ease the navigation for your agents.
NB: if thePerson Account
mode is enabled in your organization, you have to modify thePerson Account
layout instead of theContact
one.
From a Contact
(or Person Account
) page, click on the parameters icon on the top right:
Then click on Edit Object
and go to the Page Layouts
section:
Choose the layout you want to change, then go to the the Related lists
section. You just have to drag-and-drop the Alcmeon Conversations
element to the Related Lists
:
NB: if the
Person Account
mode is enabled in your organization, you will see twoAlcmeon Conversations
elements in the list. In this case, you will have to select the second one.
Click on properties icon to choose which fields of the custom object you want to be displayed as column in this layout. For instance:
Click on OK
then Save
.
Configure Alcmeon Conversation widget
Compatible workflows 💬
all-agents-reply-from-salesforce
,agents-reply-from-alcmeon-and-salesforce
Usage
The Alcméon for Salesforce package provides a Lightning component that can be used to display and answer conversations stored as
alcmeon__Conversation__c
. It can be used directly from the packaged Lightning Alcméon Conversation Record Page or next to a Case or even in the console utility toolbar for instance, provided that a conversation is opened in the main window.
Prerequisites
The Remote site settings of your Salesforce configuration has been configured.
Widget access
We first need to configure who can access the widget:
- In the
Quick Find
section, search for “App Manager” and open the page. - At the end of the Alcméon app line, click on the arrow and click on
Manage
. - Click on
Edit Policies
. - In the Permitted Users field, select
Admin approved users are pre-authorized
. Click OK on the pop-up message that appears. - Click
Save
.
Then we define who can see the canvas app. This can be done using profiles and permission sets:
- Back to the Alcméon Connected App Detail page, in the Profiles related list, click on the
Manage Profiles
button. - Select the profiles that you want to give permissions to and click Save.
Add the widget to the Case Record Page
To add the Alcméon Conversation widget to the Case
Record Page:
- Click on the
Object Manager
tab on top of the Setup page:
- Click on
Case
. - Click on
Lightning Record Pages
. - Click on
New
. - On the pop-up window, click on the
Record Page
menu. - Set Label to
Case Record Page
. - Set Object to
Case
. - Click on
Next
. - Click on the
Clone Salesforce Default Page
tab. - Click on
Case Record View For Lightning Console
. - Click on
Finish
. - Let’s remove the
Related
section on the right panel: hover with your mouse over the right card and click on the bin delete button. - Drag the
AlcWidgetOnCase
from the leftCustom - Managed
components list:
- And drop it to the empty panel on the right with
Add Component(s) Here
. - Click on
Save
. - On the pop-up window, click on
Activate
. - Click on the
App Default
tab. - Click on the
Assign as App Default
button. - Check
Service Console
. - Click on
Next
. - Select
Desktop
for the form factor. - Click on
Next
. - Click on
Save
. - Click on the back arrow on the top left corner.
Updated 6 months ago