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Console > Integrations > Overview: Salesforce integrations (Console)
This article provides an overview of integrations with Salesforce, which are configurable in Console.
Overview
Overview
In Console, the Salesforce workspace (Account > Integrations > Salesforce) is where you manage connections between your avaya.cx account and a Salesforce instance. Creating an integration between your account and Salesforce provides your queue users with access to customer data while simultaneously managing customer interactions in a queue.
This connection also gives you the ability to utilize workflows for updating and retrieving data between your account and Salesforce automatically, thus ensuring that your system of record is always up to date and reflects the most current information.
Review the labeled image below for details on how to create, manage, and modify Salesforce integrations within your account. Once you have configured an integration between your account and Salesforce, you have the opportunity to provide your queue users access to our CTI so they can manage customer interactions all from within Salesforce.
Visual breakdown
Visual breakdown
Name
Name
The Name field identifies the Salesforce integration. This field is not modifiable.
Type
Type
The Type menu gives you the ability to define the type of connection you're configuring. A production connection is used for real business activity. A sandbox connextion isu sed for testing purposes.
Username
Username
The Username field is where you input your Salesforce account’s username. This is used by your Avaya.cx account to access your Salesforce data.
Password
Password
The Password field is where you input your Salesforce account’s password. This is used by your Avaya.cx account to access your Salesforce data.
Security Token
Security Token
The Security Token field is where you enter the security token identification provided by Salesforce for the account entered in the Username field. To locate this security token, log into Salesforce using the account entered in the Username field and reference your account settings.
Alert Emails
Alert Emails
The Alert Emails field gives you the ability to define an email address or list of email addresses to receive alert notifications if the Salesforce integration connection should fail. In the event of a failed connection, ensure that you include the email addresses of all Avaya.cx and Salesforce admins so that the failed connection can be addressed and remedied as quickly as possible.
Frequency
Frequency
The Frequency field gives you the ability to define how often you would like for the Avaya.cx system to check the connection between your account and Salesforce. Define this measurement as a positive, whole number.
Frequency Menu
Frequency Menu
The Frequency menu gives you the ability to define the time period used when checking the Avaya.cx to Salesforce connection. The menu options here are:
Seconds
Minutes
Hours
Days
This frequency is used in conjunction with the number defined in the Alert Frequency field. For example, if you set the Alert Frequency field as “1” and select “Days” from the Alert Frequency menu, then once per day (24 hours), the system checks the connection to Salesforce.
Status
Status
The Status menu gives you the ability to disable or re-enable the Salesforce integration connection. This is useful in the event that you need to immediately discontinue or reinstate the connection between the Avaya.cx system and one of your Salesforce users. Currently, you cannot delete a Salesforce connection once it has been created and saved to your business’ account, so the closest thing you can do is disable the connection.
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