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: