Connecting your bot to Salesforce (Case)

We integrate natively with Salesforce which means the bot acts as a virtual agent in Salesforce.

This article covers the steps to set up the integration to connect your bot to Salesforce and the information to be obtained in each step.

Step 1: Create a new user for the bot in Salesforce

Create a user to authenticate the bot in Salesforce.

The user needs administrative access to complete the installation.

Cases will be assigned to and responded to by this user so please ensure to create a user with details you want the brand identity to be.

To create a new user in Salesforce:

1. Login to Salesforce using a system administrator account

2. Go to Setup > Users > Users, click New User

3. Under General Information, fill in the fields of required information highlighted in red

   • Last name: Use the bot's name. e.g. Bot EN. 

   • Alias: Auto-filled by Salesforce once Last Name is entered

   • Email: Email account of the bot

   • Username: use the bot email

   • Nickname: Auto-filled by Salesforce once Username is entered

   • Role: Leave it as is

   • User License: Select Salesforce

   • Profile: System Administrator

   • Enable the settings below by checking the box:

     • Service Cloud User 

   • Under Locale Settings, select Time Zone, Locale, and Language according to your needs.

   • Click Save

Ensure that under profile settings, the user is set to have their password ‘never expire'.

User Access

If not an admin user, please make sure that the user profile has the following permissions for a standard user:

• Administrative Permissions

  • Modify metadata through metadata API functions MINIMIZED FLOW STANDARD FLOW

  • Customize Application MINIMIZED FLOW STANDARD FLOW

  • Edit HTML Templates STANDARD FLOW

• General User Permissions

  • Manage flow MINIMIZED FLOW STANDARD FLOW

  • Run flows MINIMIZED FLOW STANDARD FLOW

  • Manage public lightning email templates STANDARD FLOW

  • Create Folders for Lightning Email Templates STANDARD FLOW

• Standard Object Permissions

  • Case => Modify All

Step 2: User Authentication on Ultimate

In this step, you will be connecting the ultimate dashboard to your Salesforce org.

To do so:

1. Open a new tab and login to your Ultimate dashboard

2. Select your bot and navigate to Settings > CRM Integration.

   • Select Salesforce

3. In the ‘Domain’ field enter your Salesforce org’s URL up until “.my.” 

   • If the URL is https://ultimateai-demo.my.salesforce.com/ the domain will be “ultimateai-demo”.

   • For a sandbox, enter the URL up until ".sandbox." (if the URL is ultimateai-demo--barbara.sandbox.my.salesforce.com, enter 'ultimateai-demo--barbara' in the domain field)

4. Click on ‘Authorize’. 

5. Login into Salesforce using the account you would like to authenticate from. If prompted with an access request, click Allow. 

6. Once the process is complete, the UI will show the user used for authentication along with their profile. 

Step 3: Create Automation Flows

Once the authorization is completed, we will need to set up the Flows in Salesforce.

Click on ‘Create Automation Flow’. You will be prompted to select one of two options.

1. Standard: This flow is the expected version you would use. This installs the end to end process within Salesforce that will allow to bot to capture and respond to customer emails. Once installed, two flows will be created in setup

   • UltimateAutomationFlow

     • This flow is responsible for listening every time a case is created from origin Web or Email.

     • It creates a field titled ‘UltimateBotReply__c’. This field does not need to be added to the case layout for it to function but can be added for visibility.

   • UltimateReplyAutomationFlow

     • This flow is responsible for sending the bot reply to the customer when the field ‘UltimateBotReply__c’ is updated.

     • It will create an email template that is referenced in the response sent to the customer. This template can be edited with content to ensure the customer facing email populates content the way you would want.

2. Minimized: This will create the flow in Salesforce only up until capturing the bot response in Salesforce. This will not send out any emails to customers. This option is only recommended for testing and data aggregation purposes. Once installed, one flow will be created in Salesforce.

   • UltimateAutomationFlow

     • This flow is responsible for listening every time a case is created from origin Web or Email.

     • It creates a field titled ‘UltimateBotReply__c’. This field does not need to be added to the case layout for it to function but can be added for visibility