Salesforce user setup

Overview

The Salesforce block enables your AI Agent to interact with your Salesforce CRM during Handoff conversations. Before you set up the Salesforce block, you need to configure a Salesforce user with the appropriate credentials and API permissions.

Use cases

Configure a Salesforce user when you need to:

• Log cases from conversations: Automatically populate Salesforce cases with conversation content.
• Capture leads from chat: Create Salesforce leads with information collected during conversations.
• Look up case information: Retrieve and share case details with end users.

Capabilities & configuration

The Salesforce block allows your AI Agent to perform the following actions in Salesforce:

• Create a Case: Seamlessly populate case fields in Salesforce with conversation content.
• Create a Lead: Build out detailed leads with information collected from a chat.
• Check a Case: Recall specific case information and share with an end user.

Before you set up your Salesforce block, you need to configure a Salesforce user with the appropriate credentials and API permissions.

Quick start

Complete these steps to set up a Salesforce user for the integration. See Implementation & usage for detailed instructions.

Implementation & usage

Configure a Salesforce user with the required permissions before setting up the Salesforce block.

Configure a Salesforce user

Create a Salesforce user profile with App Manager permissions to enable the integration.

To configure a Salesforce user with App Manager permissions:

1. If you don’t have a profile set up for the user, create a new profile with the Salesforce user license (found under Administration > Users in Setup).

2. To ensure the user has access to the App Manager option, request a Salesforce System Admin to give the View Setup and Configuration, Customize Applications, and Modify All Data Profile permission levels.

3. If creating a new user, assign the profile from above to the new user. If you don’t see the profile, make sure the license is set to Salesforce.

4. Once you’ve created the user and verified the account, log in with it. If the profile has API Only enabled already, you will need to switch back to your admin account and log in to it through the User Details page.

5. Navigate to Personal Settings/Setup, and go to My Personal Information > Reset My Security Token.

6. Once you reset the token, you should receive a new token via email. Save this in a safe place.

Add API permissions

Grant the necessary API permissions to enable the Salesforce block to interact with your CRM.

To add API permissions:

1. Go to the Salesforce User Profile.

   

2. In the Profile Details page, click Edit.

3. Ensure the following settings are in place:

   • In the Administrative Permissions section, select the API Enabled check box.

   • In the Administrative Permissions section, optionally select API Only User. This ensures the user can only be used with the API, and cannot log into Salesforce directly.

   • Under Standard Object Permissions > Cases, grant Read and Create permissions.

   • Under Standard Object Permissions > Leads, grant Read and Create permissions.

   • In the Password Policies section, set User passwords expires in to Never expires. This ensures that the credentials configured in Ada will continue to be valid, allowing the Salesforce block to continue functioning.

4. Click Save.

5. On the Profile Details page, under Record Type Settings > Standard Record Type Settings > Cases, make sure a default record type is set.

6. For fields you would like to populate via Create Case, set to Edit Access.

7. For fields you would like to query via Check Case, set to Read Access. Field access permissions can be set on the Profile Details page under Field-Level Security > Standard Field-Level Security > Case.

8. For fields you would like to populate via Create Lead, set to Edit Access. Field access permissions can be set on the Profile Details page under Field-Level Security > Standard Field-Level Security > Lead.