For information on setting up dialing with Salesforce CRM, please click here.
This page will guide you through configuration and basic use of the Level365 CRM Connect Salesforce CRM Add-in.
Salesforce CRM and the database used to store your contact data should already be installed and working normally before proceeding with this integration.
Level365 CRM Connect must also be installed already with the initial configuration completed.
Information You'll Need
- Windows account username and password
- Salesforce CRM security token, username and password (if password protected) or OAuth Domain name and Client ID / Consumer ID*
*Instructions on where to find this information are given below if required.
Configuration
Right-click the Level365 CRM Connect tray icon in the system tray menu and then left-click the Configuration option from the menu that pops up. This will open the 'Configuration' screen. In the 'Integration' area, click the Add new button, select Salesforce CRM from the 'Type' drop-down box and then click the Set button.
On the Configuration group, enter your Salesforce CRM account login information.
Standard Authentication
Salesforce CRM uses an additional security measure called a security token which needs to be added to the end of your password. For example, if your password is 'mypassword' and your security token is 'XYZ123', you should type 'mypasswordXYZ123' into the 'Password' box.
If you're not sure what your security token is, you can reset it by first logging into your Salesforce CRM account. Then go into your name account's 'Settings' page by clicking the option near the top-right corner.
Then, in the 'My Personal Information' group of settings, click on the link that says Reset your security token and follow the instructions on the page that is loaded. Your new security token will be sent to your registered email address.
OAuth Authentication
Alternatively, you can log into Salesforce via OAuth. OAuth offers an alternative way to connect to Salesforce Lightning and classic versions. See below on how to setup the OAuth account on Salesforce:
If your Salesforce account has a domain, go straight to 'Creating a connected APP'.
Creating a domain name in Salesforce
1. Log into your Salesforce account, and open the Setup menu. Search for 'Domains' in the Quick Find Box, then select My Domains.
2. Enter the Domain Name you want to use, and press check availability, and then register.
3. Your domain should be emailed to you shortly after.
Creating a connected APP
- Log into your Salesforce account, and open the Setup menu. Click on Build > Create > Apps, then at the bottom of the page, under 'Connected Apps', click New.
- Enter a Connected App Name, API Name, and Email address for your app.
- Check the 'Enable OAuth Settings' option.
- Check 'Enable' for Device Flow.
- Add Callback URL as: https://login.salesforce.com/services/oauth2/sucess
- Under Available OAuth Scopes, add: 'Access and manage your data (api)' and 'Perform requests on your behalf at any time (refresh_token_offline_access)'
- Uncheck 'Require Secret for Web Server Flow' option.
- Press save, followed by the Continue button.
You will now see the Connected App definition-make note of your 'Consumer Key'.
Note: The 'Perform requests on your behalf at any time (refresh_token_offline_access)' is only required for versions of the add-in supporting ''Activity tracking".'
Allow from 2-10 minutes for your changes to take effect on the Salesforce.com server before using the connected app.
On the Level365 CRM Connect configuration, select 'OAuth', and paste in your Domain and Client ID (Consumer Key). Press Authorize.
The domain you enter will be something like 'johnsmithsalesforce-dev-ed' if your Salesforce URL is 'https://johnsmithsalesforce-dev-ed.my.salesforce.com/'.
Back on the Level365 CRM Connect 'Configuration' group, select which of your Salesforce CRM account modules you want to be used by checking the corresponding boxes in the 'Objects' section.
Activity Logging
This option allows you to attach details of the call with the associated contact, either manually or automatically.
Under the heading 'Data Connection', check the box 'Create activity on call end' to automatically log the call activity to the contact in Salesforce CRM or, to manually log the call activity, check the box 'Show activities on Call'. When the caller's number is recognized within Salesforce CRM, this will present an additional button within the Level365 CRM Connect call preview window. Pressing this button will open an activity / note taking window in Salesforce CRM, pre-populated with important call details.
It is advisable to only select one of the two options.
Click the Save button to store the information you've entered and apply the configuration.
Please note, the above activity logging features may not yet be available in your version of the Level365 CRM Connect.
Testing
To test if the configuration worked, enter a phone number from your Salesforce CRM account into the 'Telephone' box in the 'Integration test' area and click the Search button. The results will be displayed after a few seconds.
If the test does not work, go to the 'Log' page of configuration and see if there are any errors in the log.
"(407) Proxy Authentication Required" Error
This issue may occur if your organization uses a proxy server for your network's traffic and when you have configured Salesforce CRM Addin in your client.
The key here is "(407) Proxy Authentication Required". During the initial communications with Salesforce to authenticate, we expect a callback to the client. If this message does not get through your proxy server then it cannot authenticate.
This article explains how to add Salesforce as a trusted site so that it is not blocked.
Example of error logs:
2015-07-15T16:01:47 Salesforce CRM Initialize succeeded
2015-07-15T16:01:48 Salesforce CRM Load failed. Exception: The remote server returned an error: (407) Proxy Authentication Required.
2015-07-15T16:02:36 Salesforce CRM Search failed because not loaded.