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Configuring Mappings

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  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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Last modified
23:51, 12 Sep 2014

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