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Automatic Call Distribution for Salesforce

Menu item: Manage Salesforce - Salesforce Connection

 

Used to connect Salesforce to ACD so that Salesforce data can be look up using the ACD services for automatic call distribution and data look up.

 

You can manage your Salesforce connection using this menu. 

 

Maintain your Salesforce Org link to the Mirage Cloud for Salesforce Portal to allow the Salesforce look up.

 

Page always shows the current status of your Salesforce connection.

 

Salesforce user provided to connect Salesforce must have a Salesforce license and ACD/ALAAS license with an administrator permissions.

 

Steps to create Salesforce connection 

 

Step 1 

 

On click of Salesforce Connection menu for first time , you will see this screen showing inactive Salesforce connection.

In case, your Salesforce connection breaks after wards due to any reason like Salesforce password change etc, same screen will be displayed stating the current status of your Salesforce connection as inactive.

Click on Click To Connect Salesforce link to start the Salesforce connection process.

 

inactive_salesforce_con

 

 

Step 2 

 

User will be navigated to the Salesforce login screen to authenticate the Salesforce connection. 

Enter your Salesforce user name and password and click on log in.

User used to connect Salesforce must have Salesforce System Administrator permission and ACD license.

 

 

salesforce_connection_user_creds

 

 

Step 3 

 

Once the Salesforce connection is authenticated, it will ask for the ALLOW permissions for the connected ACD app. 

Click on Allow to authenticate the portal for the required app permissions.

 

salesforce_con_allow_app

 

 

Step 4

 

On click of Allow, user will be redirected back to the Mirage Cloud for Salesforce Portal and will show the active Salesforce connection status with the connected Salesforce Org ID. This Org Id phone system needs to provide in the ACD service calls to identify the right user in the Mirage Cloud for Salesforce portal. There can be only single user per Salesforce Org Id. Multiple users cannot do the Salesforce connection with the same Salesforce Org.

 

active_salesforce_con

 

 

In case you want tot refresh the Salesforce connection , click on Click To Refresh Salesforce Connection link and do the same process of Salesforce Connection.