Configuring Salesforce Settings

When you create an app in Salesforce, it will generate the Consumer Key and Consumer Secret for creating a listener with Salesforce Gateway.

To create and configure the CxEngage app:

1. Under App Setup, go to Create > Apps.
2. Under Connected Apps, click New.
3. Under Basic Information, enter this information:
   • Connected App Name: CxEngage
   • API Name: (Automatically populates based Connected App Name)
   • Contact Email: (Your email address)
4. Under API (Enable OAuth Settings), select the Enable OAuth Settings checkbox.
5. In Callback URL, enter http://localhost.
6. Under Selected OAuth Scopes, select Access and manage your data (API) in the Available Oauth Scopes list.
7. Click the Add arrow to move Access and manage your data  (API) to the Selected OAuth Scopes list.
8. Click Save.

When you save the app, your Consumer Key and Consumer Secret are generated. You will need to use these later in the set up process when you create your Salesforce integration and listeners in CxEngage.

If the email address that you set up to receive emails (for example, support@yourcompany.com) is also the return address in your Salesforce email settings, you should opt out of automatically being BCC'ed on emails sent from Salesforce. This prevents the email from going to your email account and then being redirected back to Salesforce.

To update your personal settings to opt out of being BCC'ed on emails:

1. Under Personal Setup, go to Email > My Email Settings.
2. For "Would you like to automatically BCC emails to your returns address?" select No.
3. Click Save.

To create a queue in Salesforce that will own the cases created by incoming emails:

1. Under Administration Setup, go to Manage Users > Queues to open a list of queues in your organization.
2. Click New.
3. Enter the Label that you want.

   The Label is the queue's display name in Salesforce. The Queue Name will automatically populate based on the Label.

4. For Queue Email, enter the email address you created to forward emails to Salesforce. For example, support@yourcompany.com
5. Under Supported Objects, select Case from the Available Objects list.
6. Click the Add arrow to move Case to the Selected Objects list.
7. Under Queue Members, select the members who will have access to the queue (roles, users, or groups) from the Available Members list.

   At minimum, select your name in the list.

8. Click the Add arrow to move them to the Selected Members list.
9. Click Save.

For detailed information on queues in Salesforce, see Queues and Create Queues.

To configure Email-to-Case settings so that incoming emails create a case or are added to an existing case in Salesforce:

1. Under App Setup, click Customize > Cases > Email-to-Case.

   See Set up On Demand Email-to-Case for detailed instructions on setting up Email-to-Case in Salesforce.

2. Click Edit.
3. Ensure these checkboxes are selected:
   • Under Email-to-Case Settings:
     • Enable Email-to-Case
     • Enable HTML Email
   • Under Send Emails from Cases:
     • Insert Thread ID in the Email Subject
     • Insert Thread ID in the Email body
   • Under On-Demand Service:
     • Enable On-Demand Service
4. Click Save.

As part of the Email-to-Case set up, you must create a routing address. When emails are received by your email address (for example, support@yourcompany.com), they are redirected to this routing address to create or be added to a case in Salesforce.

To set up a routing address:

1. While still on your Email-to-Case settings page, go to Routing Addresses.
2. Next to New, select Email-to-Case from the drop-down menu.
3. Click New.
4. Under Routing Information, enter:
   • Routing Name: Enter the display name for your routing address
   • Email Address: Enter the email address that will redirect emails to Salesforce. For example, support@yourcompany.com.
5. Under Case Settings, select Email from the Case Origin drop-down menu.

   Either leave the Case Owner field blank or specify a queue. Do not select a specific user to route cases to.

6. Click Save.

Check your email account for a verification email from Salesforce and follow the instructions included. A field called Email Service Address is listed under Routing Addresses once you verify your email address. See Configure Routing Addresses for Email-to-Case and On-Demand Email-to-Case for more information.

Create two rules in your email account for your email address (for example, support@yourcompany.com) that:

• DO redirect or forward emails sent to your email address to the Email Service Address

  This rule ensures that emails sent to your email address are sent to Salesforce to create a new case or to be added to an existing case

• DO NOT redirect or forward emails sent from noreply@salesforce.com.

  This rule prevents a loop of emails that might occur if any automatic responses are sent from Salesforce to your email address when a new case is created, which would then create another case that sends an automatic response back to your email address. Ensure that this rule runs first so that the no-reply emails aren't processed for the redirect/forward rule.

The steps for creating these rules depend on your email provider. Whether you redirect tor forward also depends on what is available in your email account. For help, please refer to your email provider's documentation: These links provide instructions for some common providers: Gmail: Automatically forward incoming emails to another account Outlook: Automatically forward my messages to another email account Office 365: Forward email to another email account Lotus Notes: How to forward mail message while leaving a copy in the user's Domino mail file

If you have only one queue in Salesforce, you can use the Support Settings to assign a default case owner for incoming cases. You can also use the default case owner to define who will own an incoming case when there isn't a case assignment rule that matches it. To learn how to set a default case owner in Salesforce, see Customize Support Settings.

If you have multiple queues that you are routing emails to, create a case assignment rule. The case assignment rule allows you to specify which queue should own a case based on the email address that was contacted.

To set up a case assignment rule:

1. Under App Setup, go to Customize > Cases > Case Assignment Rule.
2. Click New.
3. Enter a Rule Name.
4. Select the Active checkbox.
5. Click Save.
6. Under Rule Entries, click New.
7. For Sort Order, enter the what order the rule will be processed. For example, enter 1 if it should be the first rule processed, or 2 if it should be the second rule processed.
8. For Step 2: Select the criteria for this rule entry, select:
   • Run this rule if the following: criteria are met
   • Field: Case: Web Email
   • Operator: Equals
   • Value: Your email address (for example, support@yourcompany.com)
9. For step 3: Select the user or queue to assign the case to, select:
   • From the drop-down menu: Queue
   • From the lookup menu: The queue you created to own the cases sent to the corresponding email address
10. Click Save.
11. Repeat steps 6 to 10 for any additional rules you want to add for other email addresses and queues.

By creating and using a Last Email Received custom date/time field, a workflow rule will update this field for incoming cases, which indicates that the new email came from outside of Salesforce.

To create a custom case field for Last Email Received:

1. Under App Set Up, go to Customize > Cases > Fields.
2. Under Case Custom Fields & Relationships, click New.
3. For the Data Type, select Date/Time.
4. Click Next.
5. For the required fields, enter:
   • Field Label: Last Email Received
   • Field Name: (Auto populates based on what you enter for a label)
6. Click Next.
7. Keep the default visibility settings
8. Click Next.
9. Keep the default page layouts settings..
10. Click Save.

For detailed information on custom fields in Salesforce, see Create Custom Fields.

Creating a custom field for Contact Point will allow you to create a workflow rule that updates this field whenever the contact point in an email interaction changes.

To create a Contact Point case field:

1. Under App Set Up, go to Customize > Cases > Fields.
2. Under Case Custom Fields & Relationships, click New.
3. For the Data Type, select Email.
4. Click Next.
5. For the required fields, enter:
   • Field Label: Enter Contact Point
     Use this specific field label to match up with the other rule settings. Avoid changing it to avoid impacting the configuration rules.
   • Field Name: (Automatically populates based on what you enter for a label)
6. Click Next.
7. Keep the default visibility settings
8. Click Next.
9. Keep the default page layout settings.
10. Click Save.

Before you create the workflow rule, you need the ID for the queue you created.

To find the queue ID:

1. Under Administration Setup, go to Manage Users > Queues.
2. Click the Queue name in the list.
3. Locate the ID in the URL between ?id= and &.

   For example, if you see ?id=00G22000000R4PB&setupid=Queues in the URL, 00G22000000R4PB is the ID. For more information, see How Unique IDs work in Salesforce.

This workflow rule updates the custom Last  Email Received custom field with the created date.

To create the workflow rule for your incoming emails:

1. Under App Setup, go to Create > Workflow & Approvals > Workflow Rules.
2. Click New Rule.
3. For Object, select Email Message.
4. Click Next.
5. In Rule Name, enter the name that you want, for example "<QueueName> NewEmail".
6. Under Rule Criteria for "Run this rule if the following" select formula evaluates to true.
7. Click Add filter logic.
8. In Rule Criteria enter:

    Parent.Owner:Queue.Id  = "<queue ID>" &&  Incoming  = true

   For example, if your queue ID is 00G22000000R4PB, you would enter:

   Parent.Owner:Queue.Id  = "00G22000000R4PB" &&  Incoming  = true

9. Click Save & Next.
10. Under Immediate Workflow Actions, select New Field Update from the Add Workflow Actions drop-down menu.
11. In Identification enter:
    • Name: LastEmailReceived
    • Unique Name: (Automatically populates based on the name)
    • Field to Update: Select Case in the first drop-down menu and Last Email Received in the second drop-down menu.
12. Under In Specify New Field Value, select Use a formula to set the new value.
13. In the formula text box, enter CreatedDate.
14. Click Save.
15. Click Done.

    You are taken back to the workflow rule's record.

16. Click Activate.

1. Under App Setup, go to Create > Workflow & Approvals > Workflow Rules.
2. Click New Rule.
3. For Object, select Email Message.
4. Click Next.
5. In Rule Name, enter the name you want such as UpdateContactPoint.
6. Under Evaluation Criteria, select "Evaluate the rule when a record is": created.
7. Under Rule Criteria, for "Run this rule if the following" select criteria are met.
8. For the criteria select:
   • Field: Email Message: Is Incoming
   • Operator: equals
   • Value: True
9. Click Save & Next.
10. Under Immediate Workflow Actions, From the Add Workflow Action drop-down menu, select New Field Update from the Add Workflow Actions drop-down menu.
11. In Identification, enter:
    • Name: Enter the name you want, for example "Update Contact Point"
    • Unique Name: (Automatically populates based on the name)
    • Field to Update: Select Case from the first drop-down menu and Contact Point from the second drop-down menu.
12. Under Specify New Field Value, select Use a formula to set the new value.
13. In the formula text box, enter ToAddress.
14. Click Save.
15. Click Done.

    You are taken back to the workflow rule's record.

16. Click Activate.

This workflow rule updates the case owner if the Contact Point custom field changes value changes during the case.

To create the workflow rule:

1. Under App Setup, go to Create > Workflow & Approvals > Workflow Rules.
2. Click New Rule.
3. For Object, select Case.
4. Click Next.
5. For Rule Name, enter the rule name you want such as UpdateCaseOwner.
6. For Evaluation Criteria, select "Evaluate the rule when a record is" created, and any time it's edited to subsequently meet criteria.
7. For Rule Criteria, select "Run this rule if the following" criteria are met.
8. For the criteria select:
   • Field: Case: Contact Point
   • Operator: equals
   • Value: Enter the email address that if contacted, the case owner needs to be updated to a new queue. For example sales@yourcompany.com
9. Click Save & Next.
10. For the New Field Update, enter:
    • Name: Enter the name you want, for example UpdateCaseOwner
    • Unique Name: (Automatically populates based on the name)
    • Field to update:Select Case from the first drop-down menu and Case Owner from the second drop-down menu.
11. Under Specify New Field Value select the case owner:
    • Drop-down menu: Queue
    • Look-up: Select the queue that should own the case based on the email address you entered in the Rule Criteria.
12. Click Save.
13. Click Done.

    You are taken back to the workflow rule's record.

14. Click Activate.