Salesforce Cases Handover

Here you will learn how to set up a ticket handover to Salesforce Service Cloud.

1. Create a new field in Salesforce

Recommended

This field will be used to attach an URL to the case. Behind that URL you will find all details on the prior conversation with the chatbot.

Follow the Salesforce wizard in Object Manager to create a field, establish field level security and add to the relevant page layouts. Important configuration is:

• On Step 1: Data type: URL

  

• On Step 2: Label name: for example Solvemate_url

• Field name: created by default on Step 2 (you will need to enter this field name in the Solvemate Web App)

2. Create an Application

Create an Application

In order to set up a new App, you need to have admin rights.

Learn how to configure API user.

As a result you will get:

• Consumer Key, e.g. 3MVG9I5MN_0k_hTkZe1uF9jZggr....UV2BAO_nRmfjNHOGcGU_sZb
• Consumer Secret, e.g. 99E283FB5B24975B73D23D...6B4BEC43ECF09D55D

Now it’s time to create our application. We’ll need it for getting the consumer key (client_id) and the consumer secret (client_secret). Go to Apps > App Manager > New Connected App:

Fill out the form. The most important fields are:

• Callback URL: this doesn’t need to be a real URL (enter e.g. http://localhost)
• Selected Oauth Scopes: add Full access

After saving you’ll get redirected to the screen below. Click on Continue.

Finally, we can copy the Consumer Key (client_id) and the Consumer Secret (client_secret)!

security_token and IP ranges

If you don’t define any whitelisted IP ranges in your user profile you’ll have to request a security token, which will be used in combination with your password during login that also has to be entered in Solvemate Web App.

Request a security token Login as your API user in https://login.salesforce.com.

In the upper right menu, click under Settings, and then go to My Personal Information > Reset My Security Token.

Once you click on the reset button, Salesforce will send you an email with your security token.

If IP ranges are defined, the option to “reset security token” won’t be displayed!

Whitelist an IP range

To add a whitelisted IP range, go to Users > Profiles, select your API profile, and click on Login IP Ranges:

In the next window, click on New under Login IP Ranges:

In the next window, you can add your ip(s) to the whitelist:

3. Create an API user

You can go along with your user (if it is a System Administrator) and the System Administrator profile, but it is recommended to create a new profile/user for API connections so the exact permissions that our application requires can be checked.

If you want to use your existing user you can skip this section.

API user will have one of the following profiles:

• System Administrator
• Custom API user

Create an API user profile

In the setup page, go to Users > Profiles > New Profile.

Choose an existing profile to clone, for example Standard User. You can also make your life easier choosing the System Administrator one (which has full access to all objects):

Now that our profile is created, we can click on Edit and review some important settings. Ensure that the profile API Enabled option is checked:

Create the API user

Go to Users > Users > New User:

Fill in the name, email, and username and choose the API user profile from the dropdown (you’ll have to select Salesforce first in the User License field):

Note: If “Salesforce” is not available, check if you have remaining licences. If not, go along with the default user (this will be your API user).

An activation email will be send to email address specified in the step above. Follow the activation link to setup a new password for the API user.

Make sure that this user has the connected app enabled in its profile: Setup > Users > Profiles > Edit relevant profile > “Connected Apps Access” > activate the according app.

Checking licences

You can find remaining licenses in Company information.

If remaining licences are not available you will have to use the default user as an API user (it must have System Administrator profile).

4. Activate the integration in Solvemate Web App

Once these steps are done, you can log into the Solvemate Web App and configure the integration.

Go to Admin > Integrations and pick Salesforce API.

Fill in the relevant fields. Username and password, same as other fields are relevant to your API user and press Save.

Make sure the integration is activated.

Navigate to Workspace > Components choose Add new Component at the top left corner and pick “Salesforce API”, enter title.

You can now open and edit the component - add and change fields required from the user, enable file uploads etc.

Note: Field key email with Field type mail (reply-to) is mandatory for the integration to function properly.