1. Login to Cx MOMENTS, and select Add data source
2. Select Salesforce as your Helpdesk.
3. Enter your Salesforce url
4. Click 'Connect to Salesforce' to authorise Cx Moments.
Note: Because Salesforce is highly customisable, we can configure which fields we analyse and which ones we load as meta data to filter and navigate your Cx Moments Dashboard. we generally check this with you shortly after you have connected, over email or phone call.
Salesforce set-up requirements:
We require 'read only access' to Case Object and its Child Objects.
Required fields are Case Id and Case Number. The rest is up is your decision .
Some of the often used fields/children are:
Case Type, Owner (agent name, email, id),
Created date,
Last Modified Date,
Subject, Description,
Case Comment (parent id, created date, comment body),
Email Message (subject, text body, created date, from name, from address, incoming).
Note: We can use Case fields and its children object’s fields. But we can’t go any level deeper.
Expect set-up times to be a long process. Loading data can take anywhere from a day up to a week. Anytime we have to make any changes to fields or objects the data has to be fully reloaded. Loading of data depends of the size and content type of conversation.
Customer needs to whitelist our IP addresses and link to their Salesforce using an admin account (although we need read only access).
Any questions on the above please reach out to your CS Manager to discuss.