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CRM Integration

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  1. CRM Integration

 

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:

 

  • Settings Tab
  • Contact Config Tab
  • Lead Config Tab
  • Integration Config Tab
  • Sync Tab

 

Note: You must enable CRM integration in Multichannel before continuing. For more information, see CRM Integration.

  1. Settings Tab

 

Configure the settings that enable LiveOps Engage to exchange data with Salesforce.com on this tab. This allows the applications to seamlessly exchange data.

 

 

  • Username
  • The email address of the Salesforce.com API user that was created in the section Error! Reference source not found..
  • Password
  • The password of the Salesforce.com API user that was created in the section Error! Reference source not found..
  • Security Token
  • The security token that was generated by Salesforce.com. The security token is a key that you add to the end of your Salesforce.com password, which allows you to log into Salesforce.com from an untrusted network.  For more information about security tokens, refer to the Salesforce.com online help.
  • SOAP API Login URL
  • Async API URL
  • The URL used to asynchronously add, update, or delete large numbers of records – for example, https://{instanceName}.salesforce.com/services/async/27.0. Contact your Salesforce.com administrator to obtain the URL.
  • Sync-out messages
  • Select this option to automatically push information about customer interactions in LiveOps Engage to Salesforce.com activity records.
  • Test Connection
  • Click this button to check whether or not LiveOps Engage can communicate with Salesforce.com. If the configuration is correct, the message Connection is successfully established displays. If an error message displays, check the settings on this tab and in Salesforce.com, and then try again.
  1. Contact Config Tab

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.

  1. Lead Config Tab

 

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.

  1. Integration Config Tab

 

The Integration Config tab displays the default field mappings between LiveOps Engage and Salesforce.com. You cannot edit the mappings on this tab.

 

  1. Sync 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.

 

 

  • Sync In Contact
  • Pulls all new and updated contact information from Salesforce.com into LiveOps Engage.
  • Sync In Lead
  • Pulls all new and updated lead information from Salesforce.com into LiveOps Engage.
  • Sync In Contact & Lead
  • Pulls in all new and update lead and contact information from Salesforce.com into LiveOps Engage.
  • Sync Out Customer
  • Pushes new and updated customer records from LiveOps Engage to Salesforce.com.
  • Sync In Account Names
  • Updates the list of Salesforce.com account names in LiveOps Engage and, where applicable, updates the Account field in customer records. This option will only synchronize the most-recently modified records.

 

  1. Configuring Mappings

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:

  • Salesforce.com uses a number of fields that have no equivalents in LiveOps Engage – for example, MailingCity and CaseNumber.  You may need to make some of those fields visible in LiveOps Engage.
  • Certain fields in Salesforce.com have different names than their counterpart in Engage – for example, MobilePhone in Salesforce.com and Mobile in LiveOps Engage.

 

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.

  1. Fields Available for Mapping

 

Configuring a mapping involves selecting:

 

  • One of the following LiveOps Engage objects, which indicate the fields that you can use for mappings, from the Object Name list:
  • Customer (customer name and address fields).
  • ContactType (fields that specify customer contact information – for example, an email address).
  • GenericCustomerData (custom fields that have been configured in Multichannel).

The available fields for each object are described below.

  • The name of a field in Salesforce.com from the External Field Name list.
  • The corresponding LiveOps Engage field from the Field Name list.

 

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.

Email

Email

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.

Twitter

n/a

The customer’s Twitter handle.

Facebook

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.

  1. Mapping Customer Records to Contacts or Leads

 

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.

 

 

  1. Select the Salesforce.com field that you want to map to a LiveOps Engage field from the External Field Name list.
  2. Select an option from the Object Name list.
  3. Select the LiveOps Engage field that will be mapped to the Salesforce.com field from the Field Name list.
  4. Click Save.

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:

  1. In the CRM Mapping Maintenance window, select AccountID from the External Field Name list.
  2. From the Object Name list, select GenericCustomerData.
  3. Select a custom short field from the Field Name list.

If the custom short field does not exist, you must create it. For more information, see the section Data Field Maintenance.

  1. Click Save.

 

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.

 

  1. In the CRM Mapping Maintenance window, select MailingCountry from the External Field Name list.
  2. Select ContactType from the Object Name list.
  3. Select Country from the Field Name list.
  4. Click Save.

 

The new mapping appears on the Lead Config tab, as shown below:

 

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