To use features offered by the Salesforce connector, you should perform the following steps:
- Installing the application on your site
- Synchronising the client information
- Installing the iAdvize package in Salesforce
- Creating cases
- Duplicating conversations
- Accessing the iAdvize discussion panel from Salesforce
1/ Installing the application on your site
From your iAdvize administration, firstly select the web site for which you want to install the application (from the dropdown menu displayed at the top right side).
Look then under Apps in the upper menu bar and select Salesforce under the available applications.
Click the Install button.
The application is now installed on your site. You will find it under Enabled Apps.
Once the connector has been installed, you must now log in by entering the login, password and Security token of one of your Salesforce users with an “Administrator” role.
Click Continue to go to the next step.
3/ Synchronising the client information
A screen is now displayed to enable you to match the iAdvize fields with your Salesforce contacts.
Change the fields according to your needs, and then click Continue.
The iAdvize software now synchronises the information concerning your iAdvize visitors and Salesforce contacts whenever events including the following occur:
- An iAdvize Visitor profile is created (when a chat is carried out via iAdvize)
- An iAdvize Visitor profile is modified (from the panel or the administration screen)
- A Salesforce contact is created or modified
IMPORTANT: iAdvize uses the email address to establish a relationship between an iAdvize visitor and a Salesforce contact. You are therefore recommended to include this information in your visitor and contact profiles whenever possible.
You can do this in any of the following ways in iAdvize:
- Ask your advisors to record the email address of the visitors with whom they are chatting by editing their Visitor profile
4/ Installing the iAdvize package in Salesforce
The iAdvize Salesforce connector offers the following options:
In order to activate either of these options, you must install the iAdvize package in your Salesforce instance.
To do so, perform the following steps:
4.1/ Access the iAdvize package
Click the following link to begin installing the package : https://login.salesforce.com/packaging/installPackage.apexp?p0=04tw00000002KWu
4.2/ Log in to Salesforce
Log in to your Salesforce account as an administrator.
4.3/ Package details
The next screen then displays all iAdvize package components.
4.3/ Allow API access
The third step consists in allowing the iAdvize package to access your Salesforce API.
4.4/ Select the security level
Salesforce then asks you to select the security settings of the package being installed.
Select Grant access to all users
4.5/ Install the package
Confirm that you want to install the iAdvize package by clicking the Install button.
The package is then installed!
You can now return to iAdvize to activate and configure the connector options (Case creation and Conversation duplication).
5/ Option : Cases creation
To activate this option, click Allow your agents to create a case at the end of a conversation.
Note: before you can activate the creation of Salesforce tickets from iAdvize, you must install the iAdvize package in your Salesforce account.
Once the package has been installed, you can configure the source of the data that iAdvize will send to Salesforce when tickets are created.
If you select the Let the agent fill in this field option, an additional screen will be displayed to allow any of your advisors who want to create a Salesforce ticket to do so whenever a chat ends.
They can then enter the information in the fields concerned, depending on the context.
Once the fields have been matched, click Finish.
Depending on which options were selected in the previous screen, your advisors see a new option Create a Salesforce case, displayed in the panel’s chat closure box :
6/ Option: Conversation duplication
To activate this option, click Duplicate iAdvize chats in Salesforce.
Note: before you can activate the duplication of iAdvize chats in Salesforce, you must install the iAdvize package in your Salesforce account.
Once this option has been activated, iAdvize will duplicate all chats conducted from iAdvize within a Salesforce Conversation object.
By default, the iAdvize package adds a view listing all chats conducted by a Contact within his or her Salesforce profile :
7/ Option: Accessing the iAdvize panel from Salesforce
Note: before you can access the iAdvize panel from Salesforce, you must install the iAdvize package in your Salesforce account.
You can very easily and rapidly integrate the iAdvize panel into Salesforce for your advisors.
To do so, perform the following steps for the advisor concerned :
7.1/ Retrieve the advisor’s iAdvize SSO key
Log in to your iAdvize administration, and then modify the profile of the advisor concerned General Settings > Users.
The last section of the profile, Advanced options, contains the operator's SSO key.
Copy his or her SSO key to your Clipboard by pressing Ctrl / Cmd + C.
7.2/ Enter the SSO key into the advisor’s Salesforce profile
Log in to your iAdvize administration, and then click Setup.
Go to the section Manage users > Users, and then edit the profile of the user concerned.
The Additional information / Advanced user details section of the user profile contains a ssoKey iAdvize and SSO URi iAdvize fields.
Paste the SSO key and the value that you copied in iAdvize into this field.
SSO Key info on your iAdvize profile
You have finished! Whenever the advisor clicks the iAdvize tab in Salesforce, he or she is automatically logged in to his or her iAdvize panel without entering the iAdvize login information.