Using the CRM Integration Settings screen in Multichannel, you can configure LiveOps Engage to interact with Salesforce.com. In addition to configuring the settings that connect LiveOps Engage to Salesforce.com, this screen also enables you to map fields in Salesforce.com to fields in LiveOps Engage.
This module will only be available of the Core Config Console .
For any admin user to have access to this admin function their user record must have on the rights tab the access right = Settings ticked.
Mappings are essential because LiveOps Engage and Salesforce.com store the same data in different ways. Mappings ensure that when data is synchronized, it is inserted into the correct fields for each application. Mappings also ensure that the data in both systems is consistent. For more information, see Configuring Mappings below.
There are five tabs on the CRM Integration screen that are used to configure the interactions between Multichannel and Salesforce.com:
Note: You must enable CRM integration in Multichannel before continuing. For more information, see CRM Integration.
Configure the settings that enable LiveOps Engage to exchange data with Salesforce.com on this tab. This allows the applications to seamlessly exchange data.
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The Contact Config tab enables you to create, edit, and view mappings between LiveOps Engage customer records and Salesforce.com contacts. The mappings link fields in LiveOps Engage customer records to their equivalents in Salesforce.com.
For more information about creating mappings between LiveOps Engage customer records and Salesforce.com contacts, see Configuring Mappings below.
The Lead Config tab enables you to create, edit, and view mappings between LiveOps Engage customer records and Salesforce.com leads. Leads are prospective customers who have expressed an interest in a company’s products or services.
LiveOps Engage does not an equivalent to leads. The mappings on this tab link fields in LiveOps Engage customer records to fields for Salesforce.com leads. In LiveOps Engage, the Record Type buttons in the Customer Panel indicate the type of customer (either Contact or Lead), as shown below:
In Salesforce.com, the lead’s information appears on the Leads tab.
Note: If your organization does not use leads in its business, you do not need to add new mappings or change the existing ones. The lead mappings will be ignored whenever data is synchronized.
For more information about creating mappings between LiveOps Engage customer records and Salesforce.com leads, see Configuring Mappings below.
The Integration Config tab displays the default field mappings between LiveOps Engage and Salesforce.com. You cannot edit the mappings on this tab.
The Sync tab enables you to manually synchronize contact and lead records between LiveOps Engage and Salesforce.com.
Multichannel includes scheduled tasks – Service_CRM_SyncIn_All, Service_CRM_SyncOut_Customers, and Service_CRM_SyncOut_Messages – that perform synchronization options at specific intervals. However, you can use the options on this tab if you need to manually synchronize information because synchronization is disabled or if there are connection issues with Salesforce.com.
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Mappings create a relationship between fields in LiveOps Engage and Salesforce.com. Mappings help ensure that LiveOps Engage and Salesforce.com can seamlessly exchange data, and that agents have access records from Salesforce.com in from within LiveOps Engage.
As well, you may need to create mappings because:
You configure additional mappings in the Admin > CRM Integration section of Multichannel.
Note: You must ensure that the fields that you are mapping are of the same data type – for example, both are Text fields or DateTime values. If the fields are not of the same data type, then synchronization of data between LiveOps Engage and Salesforce.com will fail.
Configuring a mapping involves selecting:
The available fields for each object are described below.
Note: Any Salesforce.com fields that are not listed in this section are listed in the section Salesforce.com Contact and Lead Fields.
Customer
If you choose Customer from the Object Name list, the following fields are available in the Field Name list:
Engage Field Name | Salesforce.com Field Name | Description |
---|---|---|
FirstName | FirstName | The customer’s first name. |
LastName | LastName | The customer’s last name. |
Address1 | MailingStreet | The customer’s street address. |
Address2 | OtherStreet | Additional address information – for example, floor or suite or apartment number. |
Address3 |
| Additional address information – for example, P.O. box number. |
City | MailingCity | The city in which the customer resides. |
Country | MailingCountry | The country in which the customer resides. |
State | MailingState | The state in which the customer resides. |
PostCode | MailingPostalCode | The customer’s postal or ZIP code. |
ContactType
If you choose ContactType from the Object Name list, the following fields are available in the Field Name list:
Engage Field Name | Salesforce.com Field Name | Description |
---|---|---|
Mobile | MobilePhone | The customer’s mobile phone number. |
| | The customer’s email address. |
Fax | Fax | The customer’s fax number. |
HomePhone | HomePhone | The customer’s home phone number. |
BusinessPhone | Business Phone | The customer’s business phone number (if applicable). |
GenericMessageType1 | n/a | A custom field in LiveOps Engage. |
GenericMessageType2 | n/a | A custom field in LiveOps Engage. |
| n/a | The customer’s Twitter handle. |
| n/a | The customer’s Facebook user name. |
GenericCustomerData
If you choose GenericCustomerData from the Object Name list, the fields that are available in the Field Name list will vary depending on what custom fields have been configured in MultiChannel. For example, you can define ShortField03 as Title, and map that field to the Title field in Salesforce.com.
To map customer records to contacts or leads, select Admin > CRM Integration. In the CRM Integration Settings window, click the Contact Config tab or the Lead Config tab and then click Add New Mapping.
Example 1: Mapping a Salesforce.com Field with No Equivalent in LiveOps Engage
In this example, you will be mapping the Salesforce.com AccountID field to a custom field in LiveOps Engage. You must use a custom field since LiveOps Engage does not have an equivalent to the AccountID field.
To map the AccountID field to a custom field in LiveOps Engage:
If the custom short field does not exist, you must create it. For more information, see the section Data Field Maintenance.
The new mapping appears on the Contact Config tab, as shown below:
Example 2: Mapping Corresponding Fields
In this example, you will be mapping the Salesforce.com MailingCountry field to the Country field in LiveOps Engage.
The new mapping appears on the Lead Config tab, as shown below: