Implementation example
Let's explore a standard implementation example to demonstrate how easy it is to deploy the Alcméon for Salesforce connector.
Functional overview
- Customer Support Agents exclusively works on
Case
objects within Salesforce. - They respond to conversations from a specific social media account directly via the Alcméon Conversation widget.
- A chatbot configured in Alcméon for this social media account retrieves customer email address in a user custom field and tags the conversation with a specific
Salesforce
team, triggering the synchronization to Salesforce.
Implementation steps
In Salesforce
Once the package has been installed, the integrator should:
- Create a Queue that will be mapped to the Alcméon team responsible for transferring social media conversations from Alcméon to Salesforce.
- Implement Apex triggers to synchronize
Case
andalcmeon__Conversation__c
objects in Salesforce. For instance, you can implement a logic to findContact
objects based on email addresses stored in thealcmeon__User_custom_fields__c
of receivedalcmeon__Conversation__c
and link them to newCase
if identified. - Configure Alcméon Conversation widget to be displayed in the
Case
Record page for seamless integration.
In Alcméon
- Simply connect your Salesforce organization.
- Link the social media account to this organization.
- Create a specific
Salesforce
team and map it to the previously created SalesforceQueue
to manage routing to Salesforce when conversations are assigned to this team.
Updated 6 months ago