Install CRM Service for Salesforce

The CRM Service for Salesforce is used to retrieve relevant information about the caller (for both inbound and outbound) during a conversation handled by the UCC. The CRM Service retrieves contact info regarding the caller and if applicable the related relevant cases. The CRM Service will be used in combination with the Dialogue Cloud WebAgent.

Dependencies

• A Salesforce environment with a connected app. For more information, see Salesforce documentation: Create Connected App.

  The CRM Service for Salesforce uses the Salesforce OAuth username-password flow. The connected app provides ClientId and ClientSecret. The Salesforce user account provides Username and Password. All four settings are required.

  Complete the following instructions:

  • Configure Basic Connected App Settings

  • Enable OAuth Setting for API integration

    • For the Callback URL use:
      sfdc://oauth/restapi/success

    • For the OAuth Scopes use:

      • Manage user data via APIs (api)
      • Perform request at any time (refresh_token, offline_access)

• User account that has access to the Salesforce API of your environment.

Follow the instructions below to install the CRM Service for Salesforce.

Deploy package

1. Unzip the CRM Service package from the Bundle Package

2. Edit the properties.ps1

   • Domain = Domain of the install account

   • UserName = Username of the install account

3. Run InstallCrmService.ps1 in PowerShell as administrator

(Optional) More than one CRM Service - use the CRM Service variable

Used in file: properties.ps1

$crmservice = "CrmService"

The variable $crmservice allows you to change the name under which the CRM Service will be installed in IIS, as well as it’s folder name in wwwroot.

If you need to have more than one CRM Service on a server or want to make clear which CRM Service is installed you can alter this value to suit your needs. All CRM Services fall under the applicationpool CrmApplicationPool.

Configure Plugin

Deploy plugin

1. Unzip the Salesforce package

2. Paste the Salesforce folder inside the Plugin folder of the CRM Service:

   Copy

   Default path

   C:\inetpub\wwwroot\CrmService\Plugins

Activate plugin

1. Open the CrmConfiguration.yaml

   Copy

   Default path

   C:\inetpub\wwwroot\CrmService\CrmConfiguration.yaml

2. Change the description to:

   Copy

   CrmConfiguration.yaml

   # Plugin
   description: Salesforce

3. Change the useSharePoint to:

   Copy

   CrmConfiguration.yaml

   # Use SharePoint to get configuration
   useSharePoint: true

Add Endpoint

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add CRMService settings endpoint to ListsPlugin ListsEndpoints

Add WebAgentService URL

1. Open the UCC Config page on SharePoint
2. Open the Plugin Settings list
3. Add the following setting:

Add PluginSettings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add the following mandatory settings:

Configure Salesforce authentication

CRM Service for Salesforce uses the Salesforce OAuth username-password flow. The token request is sent to LoginEndPoint with ClientId, ClientSecret, Username, and Password.

The Password value must be the encrypted concatenated password string. For more information, see Generating an encrypted password string for CRM Service for Salesforce authentication.

For additional information on obtaining credentials for this connection, refer to Salesforce's documentation: Create a Connected App.

For additional or optional configuration parameters see Additional configuration CRM Service for Salesforce

Generating an encrypted password string for CRM Service for Salesforce authentication

Accessing Salesforce data requires both a password and a security token provided by Salesforce. Use A365.PWTool.exe to generate the encrypted password string, according to the procedure described below.

To generate a CRM Service for Salesforce authentication password

1. Use or update the Salesforce Password from your Salesforce administration account. Salesforce automatically sends a new Salesforce Security Token.

2. Concatenate these two strings by adding the Salesforce Password to the Salesforce Security Token in the following way:

   [Salesforce Password]+[Salesforce Security Token] = [Concatenated Password]

   Example: If the Salesforce Password=TypicalPassword and the Salesforce Security Token= pR8&uI234&BiGgg then the Concatenated Password would be:

   TypicalPasswordpR8&uI234&BiGgg

   Note

   There are no spaces inserted between the 2 strings.

3. Run the A365.PWTool.exe. When prompted to enter a password, enter the Concatenated Password. Using the previous example, enter this string:
   TypicalPasswordpR8&uI234&BiGgg

   Press Enter. The program encrypts the input string and displays an Encrypted password that should resemble this example:

   9Jp9DTd5/Gbur0MlznIhg8GllpBQ3KYX8NvS0HsyzaM=

4. Copy this string, making sure to not copy extra characters or spaces, and paste it into the Password field in your UCC's Plugin Settings.