Tech talks are knowledge sharing sessions conducted bi-weekly at NovelVox. This week, we had a session on Salesforce API Integration featuring the integration capabilities of this leading CRM with NovelVox Agent Desktop. The session was conducted by Vaibhav Gupta on April 29, 2020.

Salesforce and the Contact Centers

For a service-based industry, the customer has always been a king. Delivering the best user experience along with quality service is something that comes at the top of the list. Managing customer information is one of the factors that affect customer experience, especially for the contact center industry, and tools like Salesforce assist in managing the same with a powerful-suit of customer relationship management features.

With Salesforce, you can have a sorted system for retrieving, tracking and organizing your customer database. This means, your team gets the right customer information at the right time, without costing you loads of time and effort.

Talking specifically about Contact Centers, since the customer database is too big to be handled by a normal system, managing customer information becomes critical. An agent on call troubling to find the desired customer information in the database can badly affect the customer service and so as the contact center performance. Salesforce helps avoid such situations by providing a complete solution for customer relationship management that includes feature-rich solutions for marketing, sales, services, partner management, and community management.

Salesforce allows contact centers to maintain their customer details in an efficient manner wherein customers can be tagged to respective accounts distinguished by notes.

Connecting with Salesforce through API Integration

NovelVox strives to enhance agent performance and improve the customer experience for the contact centers. By integrating Salesforce with our NovelVox Agent Desktop, it achieves the same by showing all the customer information on a single screen. Salesforce integrated NovelVox Agent Desktops enable agents to view all customer information such as personal detail, account information, cases, past activities, etc on a single screen i.e. right inside the NovelVox Agent Desktop. The agent need not switch back and forth between the salesforce screen and the call screen.

However, to be able to integrate these two applications, Salesforce API needs to be called for authentication and fetching the records. To do so, the following details must be known:

  • Client Id
  • Client Secret
  • Username
  • Password
  • Security Token
  • Login URL
  • Instance URL
  • Lightening URL

Once the above information has been collected, the following steps should be followed to start the integration process:

The integration is being done with REST APIs exposed by Salesforce Version 46

  1. Call the authentication API and get the authentication token from it
  2. Pass this token as a header to call further APIs.
    *Note – The token stays valid for an hour, post which a new token needs to be obtained.
  3. Once we have the token, the same is to be passed as a header
  4. Call the other APIs to fetch the desired records

For example https://ap15.salesforce.com/services/data/v46.0/sobjects/contact/{id}

To view the complete set of APIs available, refer to the workbench link below:
https://workbench.developerforce.com/login.php?startUrl=%2FrestExplorer.php

Creating a test login on Salesforce

To learn more about the Salesforce User Interface and associated functionalities, login to Salesforce. You can create a test login on Salesforce using the steps below:

  1. Go to the Salesforce free trial signup link
    https://www.salesforce.com/in/form/signup/freetrial-sales/?d=cta-start-trial
  2. Fill the signup form and click on “Start my free trial
  3. Verify your account from the email and you’re good to go.

Salesforce API Integration with NovelVox Agent Desktop

So, these were the valuable points that have been shared in the tech talk session by Vaibhav Gupta. NovelVoxians gained deep insights about Salesforce API Integration with NovelVox Agent Desktop that will benefit them in a better understanding of the application and the processes involved.