Salesforce Configuration

This section deals with configuring Salesforce - both Classic and Lightning variants - for your Workspace instance.

1. Click SF Configuration on the left menu pane.

   

2. Complete the following information - fields marked with an asterisk (*) are mandatory fields.

   Note

   Ensure internet connectivity is available for Acqueon Workspace and can access Salesforce Objects.

   Field	Description
   Channel	Select a channel from the dropdown list.
   Is Salesforce Classic	Select this checkbox to indicate if the Acqueon Workspace instance integrates with the Classic variant of Salesforce.
   Prefix Number Click to dial	Enter a number for the application to prefix while using the Click to dial feature.
   Suffix Number Click to dial	Enter a number for the application to suffix while using the Click to dial feature.
   Omni Channel Integration	Enter the required omni hannel integrations. For example, SF Omnichannel and External Routing.
   Connector API Class	Enter the name of the Salesforce Connector API apex class, that is, SFConnectorAPI. Note Create this apex class in Salesforce as part of “Create Apex Classes” section.
   User Information Class	Enter the name of the Salesforce User Information apex class, that is, acq_sfpackage.SFConnectorUserInfo. Note Create this apex class in Salesforce as part of installing unmanaged package for OpenCTI.
   Timeout Minutes	Set the timeout value, in minutes. Default value is 1.
   Portal Id	The Portal ID of a portal user.
   Organization ID	The unique identifier for your Salesforce identity. Include this ID when opening cases with Salesforce Support, especially when requesting new features.
   Workflow Routing	Select as below: Internal for Salesforce OpenCTI. External for Salesforce Service Cloud Voice.

3. Click Save & Next to go to the Connection tab.

Connection

This section helps you configure the authentication process for Acqueon Workspace to access Salesforce.

You are now in the Connection tab.

1. Complete the following information.

   Field	Description
   Login URL	Generate the Login URL from Salesforce WSDL and enter it here.
   User Name	Enter the user name.
   Reset Password	If you want to allow the user to reset the password, select this checkbox.
   Password	Enter the password for the above user.
   Token	Enter the token generated from Salesforce. To generate a token, refer https://help.salesforce.com/articleView? id=user_security_token.htm&type=5

2. Click Save & Next to navigate to the Object tab.

Object

Use this to map objects and fields.

You are now on the Objects And Fields tab.

1. Click +Add Object.

2. Select the SF Object from the dropdown list and click Add Object.

3. Enter a Name and a Label for the object.

4. Click +Add Field and add the parameters.

   Note

   The fields you add here are case-sensitive. These fields should be exactly the same as defined in Salesforce.

5. Click Save & Next to navigate to the State tab.

State

This section helps you configure various agent states.

You are now in the State tab.

1. Click +Add State. Complete the following - fields marked with an asterisk (*) are mandatory.

   1. Enter the Id - this is the unique identifier for the state.

   2. Enter the state Name. For example, Not_Available, Ready, etc.

   3. Enter a Label for the state. This is the state that is displayed.

2. Enter as many States as required.

3. Click Save to complete.

   To delete any state, click the corresponding Delete button. Dismiss the dialog box after clicking OK to delete. Click Save.