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Welcome to Your Implementation Roadmap for the Alcméon for Salesforce Connector

As our client, your responsibility include clarifying your functional requirements with us, installing our package in your Salesforce staging and production organizations, and configuring them within your Alcméon environment(s).

Depending on your needs, your Salesforce integrator will handle additional setup tasks, primarily focusing on integrating with Cases if chosen. This involves implementing synchronization between Case objects and the alcmeon__Conversation__c custom objects managed by our package, as well as integrating our Conversation widget into your organization. It may also involve enabling Salesforce Omni-Channel routing, among other features.

Once installed, the Alcméon for Salesforce package takes charge of creating and updating alcmeon__Conversation__c custom objects in your Salesforce organization for eligible social media conversations, provided your organization is connected to your Alcméon environment.

At Alcméon, we are committed to supporting you and your Salesforce integrator throughout the successful deployment of our connector. Our Client Success team is dedicated to ensuring a successful implementation process and will actively assist you every step of the way.

⌚ Estimated reading time: 10 minutes

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Navigation Tips

• Compatible Customer Support Agents workflow(s) are indicated with the 💬 icon for each step where applicable. If not specified, assume all workflows are relevant.
• You can skip steps specific to workflows different from your implementation.
• For each implementation stage described below, you'll find links to step-by-step configuration tutorials. Each tutorial's applicable roles will be indicated at the beginning of the page with the 👤 icon.

1. Define your requirements

• Define how you Customer Support Agents will operate, including whether they will reply from Caseor alcmeon__Conversation__c objects.
• Inform us about your Salesforce ecosystem and specify if you'll use our Alcméon Conversation widget in your organization for social media interactions.
• Decide when social media conversations should sync to Salesforce:
  • Do you require a 360-degree view of customer profiles your agents are responding to?
  • Or do you need all conversations (including those with bots only) available in your Salesforce organization?
• Share any specific functional requirements with us.

2. Install the package

• Create Alcméon integration user for installing the package and authorizing your Alcméon organization.
• Install the package in your Salesforce organization.
• Allow Apex callouts to alcmeon.com.
• Connect your organization in your Alcméon environment.

3. Configure conversation synchronization

This step varies based on the Customer Support Agent workflow chosen earlier. Jump to the relevant workflow:

All Agents Replying from Alcméon

Workflow 💬

all-agents-reply-from-alcmeon

Configure synchronization from Alcméon to Salesforce based on:

You need a 360-degree view on customer profiles

The synchronization to Salesforce is triggered when an agent (not a bot) answers the conversation in Alcméon and the customer is matched to a social media user.

• Simply activate the From the Alcméon interface switch in Alcméon settings and select the associated trigger.

You need all conversations, including bot-only ones in Salesforce

The synchronization to Salesforce is triggered when a message is routed to one or several specific teams in Alcméon, mapped to actual Salesforce Queues (potentially across separate Salesforce and Alcméon environments).

• Create these Queues in your Salesforce organization.
• Activate the From the Alcméon interface switch in Alcméon settings and select the associated trigger.
• Last but not least, map these Queues to the right Alcméon team.

All Agents Reply from Salesforce

Workflow 💬

all-agents-reply-from-salesforce

As in previous workflow, the synchronization to Salesforce is triggered when a message is routed to one or several specific teams in Alcméon, mapped to actual Salesforce Queues (potentially across separate Salesforce and Alcméon environments).

• Create these Queues in your Salesforce organization.
• Activate the From the Salesforce interface, via Alcméon widget switch in Alcméon settings.
• Map these Queues to the right Alcméon team.

Some Agents Reply from Alcméon and Others from Salesforce

Workflow 💬

agents-reply-from-alcmeon-and-salesforce

In this workflow, you need to configure the push of conversations from Alcméon to your Salesforce organization as described in each of the previous workflow, i.e. both the From the Alcméon interface and the From the Salesforce interface, via Alcméon widget switches are activated:

• The agents replying in Alcméon
• And the agents replying in Salesforce

In addition, this workflow makes it possible to transfer a conversation to another team working in Alcméon for further processing. This synchronization can be triggered by assigning the related alcmeon__Conversation__c object to a specific Salesforce Queue that has been linked to a team in Alcméon. To enable this feature, you just need to:

• Define a mapping between a Salesforce Queue to an Alcméon team.

4. Activate the synchronization

Once your Salesforce organization is connected to your Alcméon environment:

• Link social media accounts in Alcméon to your Salesforce organization to enable the synchronization of conversations for these accounts.
• Configure synchronization frequency.

5. Customize connector usage in Alcméon

Compatible workflows 💬

all-agents-reply-from-alcmeon , agents-reply-from-alcmeon-and-salesforce

If relevant for your workflow, you can configure:

• which Salesforce fields can be used to search for Contacts (or PersonAccount) in Alcméon and which can be used to display the matching Salesforce objects;
• which Salesforce fields can be used to display a Salesforce Contact (or PersonAccount) in the user profile.

6. Integrate connector in your Salesforce organization

Alcméon Conversation widget

If using the Alcméon Conversation widget:

• Enable the widget in Salesforce.
• Customize the widget dimensions to get the most of it.

Working without Cases

If using alcmeon__Conversation__c custom objects directly::

• Set up the Salesforce Contact (or PersonAccount if enabled) layout for links to the related alcmeon__Conversation__c objects.

NB: the package embeds a view of the alcmeon__Conversation__c objects already including the Alcméon Conversation widget.

Working with Cases

If using Case objects:

• Implement Apex triggers or equivalent mechanism to detect the creation of an alcmeon__Conversation__c custom object and associate it with a Case. These triggers should then keep the state of these objects synchronized throughout the conversation life cycle. In particular, a change of ownership or Contact (or PersonAccount if enabled) should be propagated from the conversation to the Case and vice versa.
• Set up the Case Record Page to conditionally include the Alcméon Conversation widget when the Case is associated with an alcmeon__Conversation__c custom object. To make it work, you have to make sure that the alcmeon__Case_c field of the the alcmeon__Conversation__c custom object is correctly filled with the Id of the Case when you create a new Case from a conversation in your Apex triggers.

Working with Omni-Channel

The Alcméon for Salesforce connector supports Salesforce Omni-Channel routing for automated conversations assignment to your Customer Support Agents when available:

• Enable and configure Salesforce Omni-channel routing for Cases created from received alcmeon__Conversation__c objects.