Resolve SSO Issue for Agent for Salesforce

If you are using CXone Mpower Agent Embedded in Salesforce (Agent for Salesforce), you may experience an issue with SSO options appearing to agents. The options may not appear until after the agent has inputted their CXone Mpower username. These SSO options include:

  • Azure CXone Mpower

  • CXAgentSAML

  • CXAgentSAML2.0

  • OKTALA

  • SAML SF

  • SFASAMLLogin

To make sure these options appear to agents without requiring a username, follow the steps below.

  1. Log in to Salesforce.

  2. Launch and log in to Agent for Salesforce.

  3. Right-click in your browser and click Inspect.

  4. Click the Application tab at the top of your browser's console.

  5. In the console's left navigation menu, go to Storage > Local storage > https://cxagent.nicecxone.com.

    In the Console, the Storage section on the left is highlighted. Local storage is the first option in the section.

    If you are on FedRAMP, navigate to Storage > Local storage >  https://cxagent.nicecxone-gov.com.

  6. Select the auth_token key in the table.

    In the Console, auth_token is highlighted. It is the first key in the table.

  7. In the panel at the bottom of the console, copy the value of accessToken.

    In the Console, accessToken is highlighted. It is the first value in the bottom panel.

  8. Navigate to jwt.io Box with arrow indicating navigation to external site.. Paste the accessToken in the Encoded box.

  9. In the Payload section of the Decoded box, copy the value of tenantId.

  10. Navigate back to Salesforce.

  11. Click Setup Image of gear icon with lightning bolt inside. in the top right corner of the page and select Setup from the drop-down.

  12. Use the Quick Find box to search for Call Centers, then click Call Centers.

  13. Click Edit next to the Agent for Salesforce call center or the Agent for Salesforce FedRamp call center.

  14. Enter &tenantId= at the end of the CTI Adapter URL field, then paste the value of tenantId from jwt.io. For example, if your tenantId is 1234567890, and you are not on FedRAMP, your CTI Adapter URL would be:

    https://cxagent.nicecxone.com/login?base=https://login.salesforce.com/&app=cxa_sfdc&tenantId=1234567890

  15. Click Save.

  16. Clear your cache, then re-launch Agent for Salesforce and verify that the SSO options appear.