👍

Overview

The Alcméon for Salesforce connector is a flexible solution to empower your Customer Support Agents to efficiently manage social media conversations from Alcméon and/or Salesforce. Once installed, this managed package will transparently synchronize conversation data bidirectionally between your Salesforce organization and your Alcméon environment to provide a 360 view of your customer interactions.

⌚ Estimated reading time: 5 minutes

The Alcméon for Salesforce managed package embeds:

• a custom object alcmeon__Conversation__c representing the conversations from your social media.
• a custom field in the Salesforce Contact object to link the user to his/her conversations. NB: the Alcméon for Salesforce connector supports PersonAccount if enabled.
• Apex classes to synchronize these conversations between Alcméon and your Salesforce organization.
• a conversation widget to display and answer these conversations directly from Salesforce.

Let's take a quick look at the main features.

Social media conversations synchronization

From Alcméon to Salesforce

For every eligible social media conversation in Alcméon, the Alcméon for Salesforce connector creates a custom object alcmeon__Conversation__c in your Salesforce organization. A popular integration on top of our connector consists in implementing the creation of a Case for each alcmeon__Conversation__c object synchronized to optimize the workflow of Customer Support Agents.

What do we mean by eligible social media conversation? In Alcméon, you can choose to push a conversation to your Salesforce organization when a message is:

• either routed to a specific team;
• or answered by a Customer Support Agent who has matched the customer to a Salesforce Contact.

NB: this synchronization mechanism can lead to the creation of alcmeon_Conversation__c objects in Salesforce with a Closed status. Indeed, when a social media user contacts a brand for the first time since the account has been connected to Alcméon or when a user is matched, the connector may create several alcmeon_Conversation__c objects in Salesforce, one for each previous conversations: only the last alcmeon__Conversation__c object has as status set to Openedwhile the previous ones have a Closedstate.

From Salesforce to Alcméon

Similarly, Alcméon is notified when a conversation is updated in Salesforce:

• when a new Contact (or PersonAccount) is associated to the conversation;
• when the conversation is assigned to Alcméon for further processing, as we will see in the next page.

User profile matching to Salesforce Contact

What we call user matching is simply the action of linking a social media user to a Salesforce Contact (or PersonAccount if enabled). This enables a 360 view of your interactions with this user. It can be done either from Alcméon or from Salesforce and it triggers the synchronization of all previous conversations (including the closed ones) of the user to the same Contact in Salesforce.

From Salesforce

In Salesforce, associating a Contact to an alcmeon__Conversation__c object automatically propagates the user matching to Alcméon. The matching will automatically apply in Alcméon for all future conversations with the same user.

From Alcméon

In Alcméon, a Salesforce cloud icon is displayed next to the user name for every message in the inbox:

• A grey cloud icon indicates that no Salesforce Contact is linked to the social media user.

In that case, clicking on this icon opens the user profile matching dialog with the list of matching Contacts found within Salesforce:

Simply clicking on the “bind” icon on the right of a matching Salesforce Contact links the Alcméon user profile to the Salesforce user profile.

• A blue cloud icon indicates that a Salesforce Contact is linked to the social media user.

In that case, clicking on this icon opens the user profile for this Salesforce organization:

NB: you can configure in Alcméon the list of Salesforce Contact fields used to:

• search for matching Salesforce objects,
• display the search results,
• display the Salesforce profile after matching.

You also have the possibility to create a new Contact directly in Salesforce by clicking on the Create a contact button if the user is not found.

360 view of user interactions

🚧

Prerequisite

The 360 view is enabled only for conversations for which the user is matched to a Salesforce Contact.

From Alcméon

Agents can visualize the Salesforce Tasks and Events of the Salesforce Contact in the user profile of the customer for this Salesforce organization:

From Salesforce

Agents can visualize the social media conversations handled in Alcméon. For instance, the list of alcmeon__Conversation__c objects linked to a Contact can be displayed in the Related list section of the Contact:

Conversations reply from Salesforce

Agents can see and answer the social media conversations directly from Salesforce thanks to an embedded lightning component chat window. This Conversation widget can be either used directly from the alcmeon__Conversation__c Record Page or inserted in the Case Record page:

This widget is configured to use the language and timezone settings defined in Salesforce. More specifically, an Alcméon admininstrator user is created for the Customer Support agent replying in the widget based on user access permissions and email in Salesforce.