Integrate 247connect with Salesforce

Salesforce is a customer relationship management (CRM) platform used to manage customer cases, service requests and support workflows.

You can integrate Salesforce with 247connect to launch an on-demand session directly from a Salesforce Case and automatically create Case Feed Items when an on-demand session starts and ends.

You can configure one or both parts of the integration:

  • Create an on-demand session button in a Case (required)

  • Enable session updates from 247connect to Salesforce (optional)

Configure Salesforce to launch 247connect on-demand sessions

Step 1 – Create the Case button

  1. In Salesforce, click the Setup Gear icon in the top-right corner.

  2. Select Setup.

  3. Go to Object Manager.

  4. In Quick Find, search for Case.

  5. Select Case.

  6. Select Buttons, Links, and Actions.

  7. Click New Button or Link.

    Salesforce New Button or Link page configured to create an on-demand session button.

  8. Configure the following settings:

    Label: Create on-demand session

    Name: Automatically generated

    Description: Open 247connect and pass the current Case details

    Display Type: Detail Page Button

    Behavior: Display in existing window without sidebar or header

    Content Source: URL

    Enter the following URL:

    Copy 
    https://portal.247connect.cloud/on-demand/integration/salesforce/create?ticketId={!CASESAFEID(Case.Id)}&ticketUrl=https%3a%2f%2fmydomain.mysalesforce.com%2flightning%2fr%2fCase%2f{!CASESAFEID(Case.Id)}%2fview

    Replace mydomain.mysalesforce.com with your Salesforce My Domain URL. You can find this in Setup > Company Settings > My Domain. Make a note of your Current My Domain URL, as you'll use this later when configuring the integration in the 247connect Web Portal.

    Important! Do not modify any other part of the URL.

  9. Click Check Syntax, then Save.

Step 2 – Add the button to the Case page layout

  1. Go to Object Manager > Case > Case Page Layouts.

  2. Select Case Layout.

  3. Scroll to Salesforce Mobile and Lightning Experience Actions.

  4. Click the Wrench Wrench icon to override the default actions.

  5. From the palette, select Mobile & Lightning Actions.

  6. Drag Create on-demand session into the Salesforce Mobile and Lightning Experience Actions section.

    Salesforce Case Layout showing the Create on-demand session action added to the Actions section.

  7. Click Save.

After you add the button to the Case page layout, it becomes available from the Actions menu on Salesforce Case records.

Configure Salesforce session updates from 247connect

Step 1 – Create a permission set

  1. In Salesforce, open Setup.

  2. In Quick Find, search for Permission Sets.

  3. Select Permission Sets.

  4. Click New.

    Salesforce New Permission Set page.

  5. Configure the following settings:

    Label: Connect247 Remote Support API

    License: Salesforce API Integration

  6. Click Save.

  7. Under Apps, click Object Settings.

  8. Select Cases.

  9. Click Edit.

  10. Enable the following object permissions:

    • Read

    • View All Records

  11. Click Save.

Step 2 – Create an integration user

  1. In Quick Find, search for Users.

  2. Select Users.

  3. Click New User.

    Salesforce New User page configured for the 247connect integration user.

  4. Configure the following settings:

    First Name: 247connect

    Last Name: Support Integration

    Email: Enter the required email address

    Username: Any unique email-format username (this is automatically populated with your email address when you click on the field).

    User License: Salesforce Integration

    Profile: Minimum Access - API Only Integrations

    Note: The Alias and Nickname fields are automatically generated.

  5. Make a note of your username as you'll need it later.

  6. Click Save.

  7. Salesforce sends a verification email. Follow the instructions in the email to verify the integration user.

  8. Once the user has been verified, assign the permission set.

  9. Scroll to Permission Set Assignments.

  10. Click Edit Assignments.

    Salesforce Permission Set Assignment page.

  11. Move Connect247 Remote Support API to Enabled Permission Sets.

  12. Click Save.

This automatically adds the Salesforce API Integration permission set licence under Permission Set License Assignments.

Step 3 – Create the External Client App

  1. In Quick Find, search for External Client App Manager.

  2. Select External Client App Manager.

  3. Click New External Client App.

    Salesforce External Client App Manager New External Client App page.

  4. Enter the following settings:

    External Client App Name: Connect247 Salesforce Integration

    Contact Email: Enter the required email address

  5. Open the API (Enable OAuth Settings) section and select Enable OAuth.

    Salesforce External Client App OAuth settings page.

  6. Under Callback URL, enter https://localhost.

  7. Under OAuth Scope, move Manage user data via APIs (api) to Selected OAuth Scope.

  8. Under Flow Enablement, select Enable Client Credentials Flow.

  9. Click OK.

  10. Click Create.

Now you need to configure the OAuth policies.

  1. In the External Client App, select Policies.

  2. Click Edit.

  3. Open OAuth Policies. Set Permitted Users to Admin approved users are pre-authorized and click OK.

  4. Open App Policies. Under Select Permission Sets, move Connect247 Remote Support API to Selected Permission Sets.

    Salesforce External Client App Policies page.

  5. Scroll to OAuth Flows and External Client App Enhancements and select Enable Client Credentials Flow.

  6. Set Run As (Username) to the integration user you created earlier.

    Salesforce OAuth Flows settings showing the Run As user.

  7. Click Save.

Step 4 – Copy the Consumer Key and Consumer Secret

  1. In the External Client App, select Settings.

  2. Open OAuth Settings.

  3. Click Consumer Key and Secret.

  4. Verify your identity if prompted.

    Salesforce Consumer Key and Consumer Secret page.

  5. Copy:

    • Consumer Key

    • Consumer Secret

You'll need these values when configuring 247connect.

Step 5 – Configure the integration in 247connect

  1. In the 247connect Web Portal, go to Account > Settings > Integrations > Salesforce integration.

    Salesforce integration settings page showing the Salesforce domain URL, Consumer key, Consumer secret, Validated and Remove buttons, and options to push session created and session ended entries to Salesforce.

  2. Enter the following:

    • Salesforce domain URL

      Note: This is your Current My Domain URL. You can find it in Salesforce under Setup > Company Settings > My Domain.

    • Consumer key

    • Consumer secret

  3. To check the connection and confirm that the credentials are correct, click Validate.

    Note: You can also control which session entries 247connect sends to Salesforce from here.

  4. Click Save.

Start an on-demand session from Salesforce

After setup, you can create a 247connect on-demand session directly from a Salesforce Case.

Start a session

  1. Open a Case in Salesforce.

  2. From the Actions menu, select Create on-demand session.

    Salesforce Case Actions menu showing the Create on-demand session option.

  3. The 247connect Web Portal opens.

  4. An on-demand session is created automatically.

    247connect on-demand session created from Salesforce.

  5. Start the on-demand session with the end user.

  6. When you finish the session, you are automatically redirected to Salesforce.

  7. If session updates are enabled, 247connect automatically adds Case Feed Items when the session starts and ends.

    Salesforce Case Feed showing 247connect session updates.

See also:

Manage account settings