The Salesforce case integration allows community users to manage and interact with their cases from within the Verint Community platform.  The integration gives you the ability to:

• View your Salesforce cases from within the Community
• Create a new case
• Update the priority/severity of a case
• Upload attachments to your case
• Two-way communication via case commenting between the community and a Salesforce agent
• Filtering your cases
  
  • Open
  • Closed
  • Account level cases
  • All Open
  • All Closed
• Close a case

Demo Video

Salesforce Setup

Setup your Connected App

• Create a New Connected App
  • Give your App a name
  • Give your App an API Name
  • Add the Contact Email
  • Enable OAuth Settings
  • Set the callback URL to your community URL
  • Set the OAuth Scopes to "Access and manage your data(api)"
• Find your Connected App and click the dropdown arrow and select "Manage"
  
  • Set Permitted Users to "All users may self-authorize"
  • Set IP Relaxation to "Relax IP Restrictions"

Field Level Permissions

• User Profiles
  
  • Ensure that the user profile assigned to the User that will be used for authentication has the "Set Audit Fields upon Record Creation" permission enabled. This can be found in Setup -> Users -> Profiles -> Find the profile used -> Administrative Permissions.

Verint Community Setup

The plugin name is "Salesforce Integration" and can be found by searching from the administration panel of the community once the plugin has been deployed.

Plugin Configuration

• Authentication Endpoint - This endpoint is used for authenticating the service account via OAuth ++ Example: https://ap1.salesforce.com/services/oauth2/token
• Username - This is the username of the service account.
• Password - This is the service account password.
• Consumer Key - This is the ClientId for the service account, this is generated from your Salesforce instance. ++ Go to your connected App and view it, if you enabled OAuth you will see the Consumer Key.
• Consumer Secret ++ Next to the Consumer Secret click the link to reveal the secret.
• Default Account Id ++ This account id is only used if a contact does not have an account assigned to it.

Included Widgets

• Salesforce - Case Details
  
  • This is used to create a new case and show an existing case.
• Salesforce - Comments
  
  • This shows comments from the Salesforce instance and from the community for a selected case.
• Salesforce - List Cases
  
  • This shows the list of cases.
  • The filters are shown based on what permissions a user has within Salesforce and Community.
  • Most Community users will be contacts only and will be able to see their Open/Closed Cases as well as any Cases tied to the same Account they are part of.
• Salesforce - Navigation
  
  • This shows a button that will take allowed users to the list of cases.
    
    • A community user must either be a community admin, a Salesforce User, or a Salesforce Contact to see this button.

Contact Verint Professional Services using the blue "Contact" button on the left or reach out to your Customer Success Manager for more information or for a demo.