Map Contact Details for Digital Experience

You must map fields for contact details so that Salesforce Agent (SFA) and Digital Experience both have access to contact information.

You Salesforce administrator must add custom fields to Salesforce before you can map them to Digital Experience. The names of the custom fields are listed in the Salesforce Field column of the table in step 4.

  1. In Salesforce Classic, click the All Tabs icon (indicated by a blue plus sign).

  2. Click the App Launcher icon (indicated by a grid of dots) > View All > Salesforce Agent Settings.

  3. Scroll down to Entity mapping for Who and What fields.

  4. For each object, add the Salesforce fields shown the following table. Map each one to the matching Digital Experience field.

    Salesforce field

    Digital Experience Field
    DFO_CaseID Case Id
    CFO_AgentName

    Agent Name

    DFO_ChannelType

    Channel type

    DFO_ChannelName

    Channel Name
    DFO_DigitalID

    Digital ID
    DFO_Notes

    Notes

    1. Click Add Field.

    2. From the drop-down list on the left, select the Salesforce field.

    3. From the drop-down list in the middle, select DigitalContact Info.

    4. From the drop-down list on the right, select the Digital Experience that matches the selected Salesforce field.

  5. Click Save.