Integrate SalesForce Assist

Before completing the tasks on this page, be sure that the prerequisites for the integration have been met.

Create a Script

Required permissions: Studio Script View, Create/Edit

Use the following samples as a foundation to create the scripts to integrate your agent assist application into CXone. Inbound and outbound interactions require separate scripts. The following image shows the essential actions for an inbound script:

This image shows the essential actions for an outbound script: 

To complete the configuration of your script: 

• Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
• Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
• Complete any additional scripting and test the script.

Generate Private and Public Key for Salesforce

You need a public and private key to use with your SalesForce Assist integration. When you configure the app in Agent Assist Hub, you need the private key. Generating the keys requires you to download and install a third-party SSL application.

1. Download the Open SSL installer and install it on your computer.
2. On your computer, create a new folder on the C:\ drive.
3. Click the Windows Start menu and type CMD to locate the Command Prompt. Click Open to start the Command Prompt application.
4. Type cd .. to move back a folder. Repeat until you have navigated to the root of C:\ drive.

5. In the Command Prompt window, enter the following command:

   openssl genrsa -des3 -passout pass:password -out server.pass.key 2048

   This creates a server.pass.key file in the folder you created.

6. Enter the following command:

   openssl pkey -passin pass:password -in server.pass.key -out server.key

   This creates a server.keyfile in the folder you created. This is the private key. You need this key when you configure SalesForce Assist in Agent Assist Hub.

7. Enter the following command:

   openssl req -new -key server.key -out server.csr

   This creates a server.csr file in the folder you created. The application prompts you to answer some questions. Press Enter on your keyboard to answer each one.

8. Enter the following command:

   openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt

   This creates a server.crt file in the folder you created. This is your public key.

9. Enter the following command:

   openssl pkcs12 -export -out server.pfx -inkey server.key -in server.crt -password pass:password

   This creates a server.pfx file in the folder you created.

10. Enter the following command:

    keytool -importkeystore -srckeystore server.pfx -srcstoretype pkcs12 -srcalias 1 -srcstorepass password -destkeystore server.jks -deststoretype jks -deststorepass password -destalias NICE_Cxone_Service_Cloud_Voice

    Ensure that the underlined names are entered correctly.

    This creates the server.jks file in the folder you created.

    Keytool is a command line tool installed as part of Java. If the keytool command doesn't work, you may need to download and install Java and then install Keytool. Refer to Java documentation for more information.

Set Up the Integration in Salesforce

1. Log in to Salesforce.
2. Navigate to Setup > Certificate and Key Management.
3. Delete any existing certificates that have the name NICE_Cxone_Service_Cloud_Voice.
4. Click Import from a Keystore.
5. Select server.jks from the path C:\[your folder].
6. Enter password in the Password field.
7. Click Save.
8. Verify the Label and Unique Name are both set to NICE_Cxone_Service_Cloud_Voice. If you see any errors, contact your CXone Account Representative.
9. In Salesforce, navigate to Setup > Partner Telephony Contact Centers.
10. Verify that the Display Name is NICE CXone for Service Cloud Voice.
11. On the NICE CXone for Service Cloud Voice page in Salesforce, click Edit and select Open.
12. Use Windows Explorer to open the server.crt file. Copy the contents of the file and paste the key in the Public Key field and click Save.

Add an App to Agent Assist Hub

Required permissions: Automation & AI > Launch Automation & AI

You need to add an app for SalesForce AssistExpert Assist to Agent Assist Hub. This establishes a connection between CXone and your agent assist provider.

1. Click the app selector and select Other > Automation & AI and then click Agent Assist Hub.

2. Click Add Agent Assist App.

3. Enter an Agent Assist App Name and click SalesForce AssistExpert Assist in the list of agent assist providers.

4. Click Next.

5. Complete the Configuration page using the information in the following table.

   View image

   

   Learn more about the fields in this step

   Field	Details
   Org ID	Enter your Salesforce.com organization ID for Salesforce. You can find this information in your Salesforce management console under Setup > Company Information.
   Base URL	Enter the base URL for your remote Salesforce instance. You can find this information in your Salesforce management console under Setup > Remote Site Settings.
   Private Key	Paste in the contents of the server.key file that you created earlier.
   Contact Center Internal Name	Enter your Salesforce Einstein contact center internal name. You can find this information in your Salesforce management console under Setup > Partner Telephony Contact Centers.
   Continuous Stream Transcription Profile	Select the Continuous Stream Transcription profile you want to use with this agent assist application. Click Add or Edit Continuous Stream Transcription Profile to create a new profile or modify an existing one.
   Sentiment Required	Contact your CXone Account Representative to use feature. The information for these fields come from your Google Contact Center AI settings in your Google Cloud Project.
   Participants	Select whether you want the agent assist app to transcribe the Patron Only, the Agent Only, or Both. This setting defines the transcribed text that the agent sees. For example, if you select Patron Only, SalesForce Assist only transcribes the contact's side of the conversation.

6. Click Create.

7. Click Close.

Create a Transcription Profile

Required permissions: Automation & AI > Launch Automation & AI

A transcription profile defines the transcription options you want to use, including the language to transcribe. Complete these steps from the Configuration page for SalesForce Assist in Agent Assist Hub.

1. On the Create New Agent Assistant page in Agent Assist Hub, click Add or Edit Continuous Stream Transcription Profile.
2. Do one of the following:
   • Click the name of an existing profile to modify it and skip to step 6.
   • Click Add Transcription Profile and continue with step 3.
3. Enter a Transcription Profile Name. To differentiate this profile from your other profiles, use a name that highlights what makes this profile different. For example, you could name the profile for its intended use, the provider, or the language of the profile.
4. Under Select Provider, click the transcription provider to use. You can choose from CXone Transcription, Deepgram Transcription, Google Transcription, or Microsoft Transcription. Some of these options must be enabled in your CXone system by your CXone Account Representative.
5. Click Next.

6. On the Configuration page, complete the fields to define the transcription options for this profile.

   Learn more about configurations for CXone Transcription

    

   Field	Details
   Language Code	Select the language that you want this profile to transcribe. Currently the only available language is English.
   Enable Automatic Punctuation	Click to enable this option if you want CXone Transcription to add punctuation marks such as commas and question marks to the transcription results. The default is for this option to be disabled.
   Interim Results	Click to enable this option if you want the transcript to show temporary results that are refined over time. The default is for this option to be disabled. For SalesForce Assist, do not enable this option. It requires the final utterance results.

   Learn more about configurations for Deepgram Transcription

   Field	Details
   API Key	Enter your Deepgram API key. Your CXone Account Representative provides this key for you.
   Language Code	Select the language that you want this profile to transcribe.
   Model	Select the machine learning model that you want the transcription service to use when transcribing the audio. These models have been trained to recognize speech from specific audio types and sources. The available models depend on the Language Code you selected. You can learn more about the available models in the Deepgram online help.
   Smart Format	Enable this option to have transcripts automatically formatted for improved readability. This option applies formatting to the transcripts. This includes formatting such as punctuation, paragraph breaks, and using numerals in place of the text versions of the number, for example using 2 instead of two.
   Punctuate	This automatically enables when you enable Smart Format. It cannot be disabled.
   Interim Results	Select this option if you want the transcript to show temporary results that are refined over time. The default is for this option to be disabled. For SalesForce Assist, do not enable this option. It requires the final utterance results.
   Find and Replace	Use this section to define words or phrases that you want replaced with different text in the final transcripts. For example, you could replace examples of foul language with a different word, such as bleep. To add a find and replace configuration:  Click Add Find and Replace. In the Name field, enter the word as it appears in the transcript. In the Value field, enter the text you want to replace the word specified in Name.
   Keywords	Use keywords to boost or suppress certain words or phrases: Boosting assigns more weight to the word or phrase. The transcription service is more likely to choose that word or phrase when the audio match is close. Suppressing assigns less weight to the word or phrase. The transcription service is less likely to choose the word or phrase. Note: Suppressing keywords is only available for base Models. To add keyword boosting or suppression:  Click Add Keywords. In the Name field, enter a word or phrase. In the Value field, enter a positive integer from 1 to 10 to boost the specified word or phrase, or a negative integer from -1 to -10 to suppress it.

   Learn more about configurations for Google Transcription

   Field	Details
   Transcription Type	Choose the Google Transcription account to use with this profile:  Select CXone to use the account owned by NICE CXone. Select Your Account to use your organization's account.
   JSON Service Account	The service account key for the Google Transcription account you're using: If you're using the NICE CXone account, use the key provided for you by your CXone Account Representative. If you're using your own account, use the key file you created and downloaded from your Google Cloud Console. Copy and paste the entire contents of the key file into this field, including the curly braces surrounding the key. The service account key is a JSON object similar to the following example: { "type": "service_account", "project_id": "ic-demo2-aai-gcp", "private_key_id": "sdv80sdf08ssd9sdf0sdf8sdfsdf90sdf8", "private_key": "-----BEGIN PRIVATE KEY----- nMIIEvgIBADANBgkqhkiG9w0BAQEFAASCBKgwggSkAgEAAoIBAQCzgrS8vp <private key has been truncated for this example> ----END PRIVATE KEY-----\n", "client_email": "your@client_email-gcp.iam.gserviceaccount.com", "client_id": "123456789", "auth_uri": "https://accounts.google.com/o/oauth2/auth", "token_uri": "https://oauth2.googleapis.com/token", "auth_provider_x509_cert_url": "https://www.googleapis.com/oauth2/v1/certs", "client_x509_cert_url": "https://www.googleapis.com/robot/v1/metadata/x509/dialogflow-dthjop%40ic-demo2-aai-gcp.iam.gserviceaccount.com" }
   Language Code	Select the language that you want this profile to transcribe.
   Model	Select the machine learning model that you want the transcription service to use when transcribing the audio. These models have been trained to recognize speech from specific audio types and sources. Not all languages support every model. Refer to the Google documentation for information about language support. Available options are:  Command and Search: Use when transcribing shorter audio clips, such as commands or voice search. Consider using Latest Short instead. Default: Use when the audio doesn't fit the other models. It can transcribe any type of audio, but results may be lower quality for some types. Latest Long: Use with long-form content such as spontaneous speech or conversations. Latest Short: Use when the utterances are a few seconds long, such as commands. Consider using this model instead of Command and Search. Phone Call: Use for transcribing the audio from a phone call. Telephony: Use for higher quality audio in a phone call. Telephony Short: Use for short conversations (less than ten seconds long) in a phone call.
   Use Enhanced	Select this option to use the enhanced version of your selected Model. This is only an option if you are using the Phone Call model. This can help increase the accuracy of transcription. The default is for this option to be disabled. Enabling this option increases the cost of transcription.
   Interim Results	Select this option if you want the transcript to show temporary results that are refined over time. The default is for this option to be disabled. For SalesForce Assist, do not enable this option. It requires the final utterance results.

   Learn more about configurations for Microsoft Transcription

   Field	Details
   Subscription Key	Paste in the subscription key for your Azure AI Speech Service. This key allows you to authentication with your Speech Service subscription. To find your subscription key, log in to the Azure portal and search for your speech service resource. The subscription key is located on the Keys and Endpoint tab. This field is required.
   Service Region	Enter the region of the Azure data center that hosts your speech service resource. For example, westus2. The region ensures your transcription requests are routed to the correct location. It's also used for authentication along with the subscription key. You can find the region in the Azure portal. This field is required.
   Endpoint ID	Complete this field if you're using a custom speech model created using Azure Speech Studio. Paste the endpoint of your custom model in this field. Your custom model must be deployed in Azure Speech Studio before you add it to a transcription profile in CXone. If this field is left blank, Microsoft Transcription uses the default baseline speech recognition model.
   Language Code	Select the language that this transcription profile will transcribe from the drop-down list. This field is required.
   Interim Results	Enable this option to have the transcript show temporary results that are refined over time. The default is for this option to be disabled. For SalesForce Assist, do not enable this option. It requires the final utterance results.
   Enable Automatic Punctuation	Enable this option to have Microsoft Transcription automatically insert punctuation marks such as periods, commas, and question marks into the transcription. This helps improve readability and clarity.  The default is for this option to be disabled.

7. Click Add.

Assign the SalesForce Assist App to an Action

Required permissions: Studio Script View, Create/Edit

If you haven't done so already, you need to assign the app to the Agent Assist action Performs a process within a Studio script, such as collecting customer data, playing a message or music, or routing a contact to an agent. in your Studio script.

1. In Studio, open the script you want to use.

2. If you haven't done so already, add the Agent Assist action to the correct location in your script.

3. Double-click the Agent Assist action to open Agent Assist Hub.

4. In the left column, click the checkmark in a circle next to the agent assist application or profile you want to assign to this script.
5. Click Close.