CyTrack Integration for SalesForce
- awimalasatya
CyDesk Integration guide for Salesforce CRM
Salesforce
CyTrack supports integration of Salesforce CRM for Agents to perform searches and enable screen popping of caller details.
Please see the CyDesk User Guide for details on using this integration.
Prior Configuration
API Access
Your Salesforce instance must be enabled for API access. To use this you must be running a supported version. Please refer to Salesforce documentation for details.
API Tokens and Multi Factor Authentication
You may also need your users to know their API tokens, or you may disable this requirement on your instance. For full details please refer to Salesforce documentation, and details are subject to change, however we provide a basic guide here to configuring this.
Salesforce may enforce 2FA/MFA (Two-factor or Multi-Factor) authentication for your users unless you configure the Trusted IP Ranges. By doing this you can tell your Salesforce instance what range(s) of IP addresses you are defining as safe for users to access Salesforce without extra authentication, such as an API token or Authenticator app.
WARNING – This may reduce your security so do so at your own risk and after careful consideration. CyTrack is not responsible for your site security. |
To set trusted IP range(s) so users do not need to use API token or 2FA:
In Salesforce, select Setup
Enter Network Access in the quick find box then select Network Access
Click New
Enter a valid IP range in the Start and End IP range fields. Must be valid IPv4 range.
Click Save
If you choose to continue to use API tokens as part of your security or for access outside the Trusted IP ranges, please note:
Users will need to know their API token. If they do not know this they can reset their token using the following procedure:
o Open Settings
o Enter Reset My Security Token into the Quick Find box and select Reset My Security Token
o Read the notice and if you wish to reset your token click the Reset Security Token button
o Follow the steps.
Once users know their token, they simply append it to their regular password when logging in to CRM, such as when challenged in CyDesk for CRM login details.
For example, if your regular password is MyP@ssword and your API token is zElJwHtYIOghetsJTS then you would use MyP@sswordzElJwHtYIOghetsJTS as the password for logging in.
Configure CyTrack
To begin, you need to open CyDesk Manager, and proceed to the configuration screen.
CyDesk Manager->Options->Configure
Then Integration -> CyDesk Web -> Web CRM Integration
Press Add (or double-click an existing entry)
Type in a name for the integration, and select the Integration type.
Select Requires User Login, then press Configure Integration
General Settings
Credentials – Optional credentials to test the API interface. Press the [..] button to expand the fields below.
Username – The name of the Salesforce CRM account to use.
Domain – The domain name of the Salesforce CRM account, if applicable.
Password – The password to the Salesforce CRM account. Unless this requirement is disabled as noted earlier, you will need to append the API token to the regular password, as described in the Prior Configuration section above.
i.e. <LoginPassword><API Token>
The [Login] button will test the credentials and advise when successful.
If you receive this message, then you most likely do not have API access enabled for your Salesforce instance.
If you receive this message, you need to ensure you have included the correct API Token appended to the regular password for the Salesforce CRM account you supplied. You may need to follow the Salesforce documentation to reset this token.
Incoming Call
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM.
Create Callback Task – Creates a Task to remind agent of the missed call.
Create Unlinked Callback – Creates a Task to remind agent of the missed call, even when contact is not found in CRM.
Do not log Unanswered Calls – Ignores logging of unanswered calls.
Outgoing Call
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when calling an internal number.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM.
Campaign Call
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the next campaign call is assigned to agent.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the email is assigned to agent.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Log Email in History – Creates a log of the email in History.
Press OK when done to save
Agent Configuration
Now configure an Agent to use that CRM
In CyDesk Manager, navigate to Agents and open the Agent (double-click)
Select the Integration type and set the Profile. Press OK to save.
Once the Agent logs out of CyDesk and back in again they will pick up this new setting.