Setting Up Salesforce

Transcription

1 Setting Up Salesforce

2 Contents 2 Contents Setting up the Salesforce Case Management Connector...3 System Requirements... 3 Configuring Salesforce for the Case Management Connector Add-On... 4 Installing and Configuring the Case Management Connector... 5 Configuring Notifications from Salesforce...6 Using Custom Fields & Attachments... 7

3 Setting up the Salesforce Case Management Connector 3 Setting up the Salesforce Case Management Connector Set up the Salesforce Case Management Connector to link your Salesforce tool to your Jive community. 1. First, configure your Salesforce org to for the Salesforce Connector. 2. Next, install and configure the Salesforce Connector in your Jive community. 3. Then, you can use the Case portal and tiles. 4. It is strongly recommended you setup notifications for new Case comments so your community members are alerted to check the community for a reply. 5. Use a custom page template for the integration user to show your customers standard and custom Salesforce fields to gather additional critical data for your support processes. Using Custom Fields & Attachments on page 7 System Requirements The Salesforce Case Management Connector works with the latest version of the Jive Cloud release. You will need a Salesforce organization. All editions other than Group Edition should work, as the Connector utilizes the API and the Case, Contact, and CaseComment objects. Note: If you have Record Types enabled for cases, Jive will only use the default Record Type. The case Record Type also cannot be changed in Jive. To install and configure the connector, you'll need: Jive-x Cloud Community manager rights to your Jive community A Salesforce org account to be used as a new service user, with permissions to setup a Connected App Salesforce org must be configured for Case Comments. See How does the Salesforce Case Management Connector Work? The Jive Recommender must be Enabled Have a Page Layout in Salesforce assigned to the Integration User. The Page Layout should be single column and contain all of the custom fields that you would like to display in Jive. See Using Custom Fields & Attachments on page 7. Note: The Page Layout should also include the Attachments detail subsection if you would like to allow users to utilize attachment functionality from the Case Management Connector. To add and configure a My Cases tile, you'll need: Jive-x Cloud The Salesforce Connector installed and configured Place owner permissions for the place where you want to add the tile To use the connector, you'll need:

4 Setting up the Salesforce Case Management Connector 4 Jive-x Cloud A user account for your Jive community (with access to the Jive places that the community manager specified when configuring the Salesforce Connector) Membership to a permission group that is configured for Case access. Salesforce Integration User Permission Requirements: Salesforce Standard User License. No API restrictions or login restrictions. If you have Sharing Rules set to anything other than Public Read/Write for the objects below, make sure to add Sharing Rules to give the Integration User the permissions to see all. Read/Write on Cases Read/Write on CaseComments Read/Write on Contacts Read/Write on Attachments Read/Write on all standard fields for these objects Read/Write on all custom fields that you wish to include on the Page Layout assigned to the Integration User. Configuring Salesforce for the Case Management Connector Add-On To set up the integration between your Jive site and Salesforce, you'll need to add a Connected App in Salesforce and install the Salesforce Connector Add-On in Jive. To install and configure the Salesforce Case Managaement Connector: 1. Log in to Salesforce and click the Setup link. 2. Select Build > Create > Apps. 3. Under "Connected Apps" click the New button. 4. Enter "Salesforce Case Management Connector for Jive" for the Connected App Name and enter a contact for the Contact Check "Enable oauth Settings". 6. Enter the callback URL: US: or EU: 7. Set the permissions for "Access and manage your data (API)" and "Perform requests on your behalf at any time (refresh_token, offline_access)". 8. Save the Connected App. 9. Note the Client ID and Consumer Secret (click the link to reveal it). These will be needed for configuration of the Jive Add-On. 10.Check to be sure that IP restrictions are relaxed for this app, and the Refresh Token policy is to refresh until revoked. 11.Create a new user for the integration to use. This will be the user that appears when there is any activity synced from Jive, and will appear in the Activity History. Creating a User in Salesforce. The user must

5 Setting up the Salesforce Case Management Connector 5 have a Type of "Salesforce", this allows API and login access. An External Chatter type user will not work. 12.Ensure that the Role for the integration user has permission to create and own Cases; and can read and write to Contacts; and has API access. You are now ready to install and configure the Salesforce Case Management Connector. Note: You can use a Salesforce Profile to ensure that the integration user has limited permissions. At a minimum the Case Connector needs to be able to use the API to view, update, and create cases as well as have access to oauth. If you do not want to use a Profile specific to this user, assign the profile with the lowest permissions and use a new Permission Set to ensure that the right API, Contact, and Case permissions are set. Installing and Configuring the Case Management Connector After adding an oauth Client in Salesforce, you'll need to install the Salesforce Case Management Connector in Jive and specify the connection and case closure configurations. 1. In Jive, click the menu under your name or avatar and select Add-ons. 2. Make sure the Available tab is selected. 3. Search for the Salesforce Case Management Connector from the list of add-ons. Click Install. 4. Decide whether you want to preview this add-on or immediately install it in your community: Option Install now Preview Description Selecting this will make the feature available to your entire community. Selecting this will make the feature available to you only. Make this selection if you would like to test this feature before making it available to your community. 5. After installation completes, click Configure Now Enter the Client ID and Client Secret that you stored from the Salesforce Connected App that you created in your Salesforce org. See Configuring Salesforce for the Add-On for details. 7. Select whether you are logging into Test (for a Salesforce Sandbox) or Production, for your regular Salesforce org. 8. Click "Connect". A Salesforce login window will pop up. Make sure that your browsers popup blocker has not blocked the window from opening. 9. Login to your Salesforce org with the integration user that you setup. This will complete the oauth handshake and allow Jive to read and write to the cases in your Salesforce org. 10.Click "Accept" 11.The Salesforce Connector should now be connected. Click Save.

6 Setting up the Salesforce Case Management Connector 6 12.Click "Save and Activate" to complete the setup. It is very important to click this button to finalize the process. 13.Now the next time users login the Salesforce features will be available to them. You may configure this Add-On to work for only specific Security Groups if you would like to limit access to this functionality. 14.Be sure that you have Contacts available in Salesforce with the same address as your community users. See How does the Salesforce Case Management Connector Work? Configuring Notifications from Salesforce For the best experience, Salesforce should be configured to notify your community users when a support case of theirs has a new comment to read. The recommended way to accomplish this is with a Salesforce APEX Trigger on the CaseComment object. If you use the APEX code example as a template, please remember to change the URL away from the placeholder example URL. Note: If you would prefer to use declarative Salesforce functionality instead of APEX another possible approach is a Workflow Rule or Flow to run anytime a new Case comment is added that would update a custom field on your parent Case and send an notification to the Contact the case is attached to. trigger NewCaseCommentTrigger on CaseComment (before insert, before update) { for (CaseComment t: Trigger.new) { // ignore private comments if (!t.ispublished) { continue; } List<Case> lstcase=[select CaseNumber,Contact.Name,Contact from case where Id = :t.parentid]; if (lstcase.size() == 1) { Case c = lstcase.get(0); // ignore this message if it is from the contact who created the case final String filtertext = ' Posted on behalf of ' + c.contact.name; if (t.commentbody.startswith(filtertext)) { continue; } Messaging.Single Message message = new Messaging.Single Message(); String subject = 'Your case ID ' + c.casenumber; if (Trigger.isInsert) { subject += ' has a new comment.'; } else { subject += ' has an updated comment.'; } message.setsubject( subject); message.setoptoutpolicy('filter'); message.settoaddresses(new String[] {c.contact }); String body = (Trigger.isInsert? 'A new comment was posted to the' : 'A comment was updated on the') + ' case ID: ' + c.casenumber; body += '\n

7 Setting up the Salesforce Case Management Connector 7 \n \n\n'; body += t.commentbody; body += '\n\n \n\n'; body += 'Go to case: YOURURLHERE.jiveon.com/apps/sfdc-case-management-connector#canvas:{"ref":"/cases/' + c.casenumber + '"}'; message.setplaintextbody( body); Messaging.Single Message[] messages = new List<Messaging.Single Message> {message}; Messaging.Send Result[] results = Messaging.send (messages); if (results[0].success) { System.debug('The was sent successfully.'); } else { System.debug('The failed to send: '+ results[0].errors[0].message); } } else { System.debug('No case associated with comment.'); } }} Using Custom Fields & Attachments Custom Fields in Salesforce allow your organization to store additional information specific to your company or processes to be used informationally by your support team, or to be used for automation and workflow rules. Using a custom page template applied to the integration user account you can surface custom Salesforce fields to your customers in the Jive community Case Management Connector. To show Salesforce fields (both standard and custom fields on the Case object): 1. Create a new Page Layout in Salesforce. See details in the Salesforce documentation. Only single column layouts are supported. Any fields placed into a second column will not appear in Jive. 2. Assign the new Page Layout to the integration users profile. This should be the same user that you used to setup for the Jive Case Management integration. If you don't know which user was used, it is listed on the connector setup console configuration page. See details in the Salesforce documentation. 3. Note: Supported fields include Picklists (including Dependent Picklists and Multi-Select Picklists); Text; Textarea; Textarea (Long); Checkbox. Add fields to the Page Layout. These are the fields that will be surfaced to end users in your Jive community when they create or update a case. 4. If you would like to send and receive attachments in your cases, add the Attachments related list to the layout. If you would like Attachments functionality off, make sure the Related List for Attachments is not in the layout assigned to the integration user. Attachment size is limited by Salesforce (25MB) and only valid file types will be accepted. For security reasons, the following types of files are not allowed:.html,.htt,.mht,.svg,.swf,.thtml, and.xhtml. 5. Note: Special Salesforce fields like Internal Comments and the Web/ to Case fields should be excluded from use due to their special purposes and properties. Make sure your custom Salesforce fields have good Descriptions. The help text from Salesforce (if any) will be shown in Jive to assist your community users in filling out the correct details. 6. Save the Page Layout. Changes will sync to Jive in a few minutes.

8 Setting up the Salesforce Case Management Connector 8 After a few minutes, the fields will show in Jive during case creation and update. Note: Only show fields that you want customers to view and update. Internal fields should not be on this page layout, or they will be visible to your customers. Note: Limit the amount of fields you show, customers may become frustrated if they see a large form with many fields to fill out. Ask for the minimum amount of information needed for your support team to be effective.