When you integrate Salesforce with CXone Agent for Microsoft Teams, the two applications share contact and interaction data. Data from Salesforce records appears in CXone Agent for Microsoft Teams, and data from CXone Agent for Microsoft Teams appears in Salesforce records.
Prerequisites
Before you begin:
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Make sure Agent Integrations is enabled for your system. Your CXone Account Representative can help with this.
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Make sure you are using Salesforce Lightning. CXone Agent for Salesforce is only available in Salesforce Lightning.
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Make sure your Salesforce org uses console navigation
, not standard navigation. With standard navigation, the record for each interaction will open in a new tab in agents' browsers. With console navigation, they will open as tabs on the same screen in Salesforce. -
Check the following in CXone:
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Make sure you have the Scripts Create/Edit permission.
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Enable the Customer Card employee profile attribute in Admin > Employees. This enables the agent to see the customer card.
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Enable the Agent Integrations employee profile attribute in Admin > Employees. This enables the agent to see Salesforce records in the customer card.
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Create a user account in Salesforce specifically for CXone configuration. This is the system user. It is recommended to give the system user administrator privileges. If you do not want to give the system user administrator privileges, you must give it:
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Read access to all Salesforce entity records and entity fields.
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Read/Write access to all Salesforce entity records that will be accessed or updated in the workflows you've configured, including Search workflows, Create workflows, and data memorialization.
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Allow this URL on your security network: https://nicecxone.integration-authentication.com/oauth2/token.
Process
To integrate Salesforce with CXone Agent for Microsoft Teams, complete these steps: