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Overview

The Alcméon for Salesforce connector is a flexible solution that can be customized to fit the workflows of your Customer Support Agents. You can work directly with our alcmeon__Conversation__c custom objects or use Case objects in conjunction with them. The connector supports various workflows for managing social media conversations:

• All agents process and answer messages from Alcméon.
• All agents process and answer messages from Salesforce.
• Some agents process and answer messages from Alcméon, while others use Salesforce, depending on their team.

The connector also offers great flexibility in connecting Salesforce organizations with Alcméon environments. For example:

• You can connect multiple Salesforce organizations to a single Alcméon environment.
• You can also connect a single Salesforce organization to multiple Alcméon environments.

This flexibility allows you to tailor the integration to your specific needs.

⌚ Estimated reading time: 8 minutes

Customer Support Agents workflows

All agents are replying from Alcméon

Workflow reference 💬

all-agents-reply-from-alcméon

This workflow is common when different teams of agents are assigned to separate channels for at least a full day. For instance:

• agents from Team A are working in Alcméon to manage requests from customers on social media.
• agents from Team B are working in Salesforce to manage requests from customers on other channels such as email or phone.

All agents are replying from Salesforce

Workflow reference 💬

all-agents-reply-from-salesforce

This workflow is common when agents are answering incoming requests from multiple channels such as social media, email, or phone in Salesforce. Usually, they are processing Cases from their assigned Queue that they link to a Contact or PersonAccount when this is the first conversation from a customer. A popular usage is to automatically route the Cases created from the social media conversations to agents thanks to the integration with the Salesforce Omni-channel feature. Agents can view and answer the social media messages directly from the Case view using the embedded Alcméon Conversation widget. This workflow also allows to centralize customer request KPIs within Salesforce.

Some agents are replying from Alcméon and others from Salesforce

Workflow reference 💬

agents-reply-from-alcmeon-and-salesforce

This workflow can be used to collaborate efficiently between teams of agents when different teams are assigned to different social media channels for at least a full day. Agents reply from Alcméon or from Salesforce depending on which team they belong to. For instance:

• agents from Team A are working in Alcméon to manage requests from customers on Twitter and WhatsApp.
• agents from Team B are working in Salesforce to manage requests from customers on other social media channels such as Facebook and Instagram.

In addition, agents can transfer conversations between Salesforce organization and Alcméon environment for further processing.

Supported Environment Topologies

The Alcméon for Salesforce connector supports various topologies, including one-to-one, one-to-many, many-to-one, and many-to-many relationships between Salesforce organizations and Alcméon environments.

The standard topology involves a single Alcméon environment connected to:

• A sandbox organization linked to a staging social media account for pre-production tests.
• A production Salesforce organizations linked to your production social media accounts.

With simple mapping between Alcméon teams and Salesforce Queues, which you can configure in Alcméon, you can create complex implementations to support any team-based workflow. This powerful feature allows you to define distinct teams of agents working in your Salesforce organization(s). Changing the ownership of a conversation in Alcméon (using the team) or in Salesforce (using the Queue) will transfer the conversation to the configured destination.

Let's take a quick overview of the supported topologies. First, here's how to read the diagrams in the following sections:

• A blue inAlcmeon team refers to a team of Customer Support Agents processing and answering messages in Alcméon.
• A green inSalesforce team refers to a team of Customer Support Agents processing and answering messages a in Salesforce organization connected to an Alcméon environment.
• A yellow Salesforce Queue is a Salesforce Queue mapped to a team of agents in Alcméon.

Single Alcméon Environment to Multiple Salesforce Organizations

Since the mapping to a Salesforce organization is defined at Alcméon Team level, it's possible to connect several Salesforce productions organizations to distinct teams within the same Alcméon environment:

Transferring conversations between two Salesforce organizations works the same way: an agent in the first Salesforce organization can change the ownership of the conversation to a specific Queue that is configured to push the conversation to the second organization.

Multiple Alcméon Environment to a Single Salesforce Organization

If you own several Alcméon environments, you can share a single Salesforce organization since Alcméon for Salesforce 5.0.

Each team can be assigned a separate Salesforce Queue to independently manage the synchronization of conversations within a single Salesforce organization.