CRM Integration - Configuring SalesForce

This article will take you through the steps required to allow the VIA portal access to SalesForce for CRM integration.

  1. Log into SalesForce as an administrator
  2. Click on Setup
  3. In search type App Manager and then click on App Manager
  4. In the App Manager click New Connected App
  5. Fill out the following fields:
    1. Connected App Name: VIA
    2. API Name: VIA
    3. Contact Email: your email address
  6. In the section API (Enable OAuth Settings) click Enable OAuth Settings
  7. In Callback URL enter
  8. In Selected OAuth Scopes move the following into Selected OAuth Scopes
    1. Access and manage you data (api)
    2. Provide access to your data via the Web (web)
  9. Tick Require Secret for Web Server Flow
  10. The window should now look similar to the following:SalesForceSettings.png
  11. Click on Save
  12. This will show you the following message: Allow from 2-10 minutes for your changes to take effect on the server before using the connected app.
  13. You should then be taken to the Manage Connected Apps window for the app you have just created. If not you can get to it by navigating to the App Manager, as above, and clicking View from the drop down on the right for your app.
  14. In the Manage Connected Apps window you should see a field Consumer Key, copy the string of characters. You will need this to configure the VIA portal.
  15. The final thing to do is to grant CORS access to the portal in SalesForce. To do this in setup search for CORS. Under security navigate to CORS.
  16. In the Whitelisted Origins table click New
  17. In the Origin URL Pattern text box enter
  18. Click Save
  19. Log into the VIA portal as a Domain Administrator
  20. Navigate to Contact Centre > Setup > CRM Integration
  21. Under CRM System select SalesForce
  22. You should now see Client Id, enter the Consumer Key you obtained in step 14
  23. Click Save Changes
  24. You should now see the Sign In button, click that and sign into SalesForce as before
  25. You will need to allow the VIA app access to SalesForce by clicking Allow
  26. You should now be taken back to the CRM Integration window in the VIA portal.
  27. You can now add your Search Objects that you want to return from SalesForce when performing the search lookup in the Agent Dashboard.
  28. Click Add Search Object
  29. The VIA Portal will then load from SalesForce all of your available entities.
  30. Choose the relevant entity from the Entity dropdown
  31. Select the fields you want to appear
  32. Click Save
  33. Repeat steps 24 - 28 for each entity you want to add
  34. Click Save Changes when you are finished
  35. You have now configured the VIA Portal to integrate with SalesForce
  36. Agents logged into the Agent Dashboard will now be able to see CRM records when they receive calls through contact centre


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