When using Salesforce as the data source for OmniOut campaigns it’s necessary for the Sharpen Admin and the Salesforce Admin to work in unison. It’s suggested that this is done over a conference call if at all possible.
Install Salesforce Managed Package
The managed package to be installed in Salesforce is linked to from the Sharpen Store.
Navigate to the top left of the Sharpen application. Click on the hamburger menu and select Sharpen Store. Then, click on the Apps button.
Then, click on the Salesforce integration button.
Click on the Install link (not the blue Configure and Install” button) for the Salesforce managed package. Be sure to click on the link that matches the Salesforce instance type that you want to connect.
Log in to your Salesforce instance when prompted. You’ll just need your Salesforce Username, Password, and Security Token.
Note: The integration will have the same access and editing abilities as the username you enter. Therefore, we recommend this be a Salesforce Administrator.
If you do not have the security token, you can reset it in Salesforce via Setup > My Personal Information > Reset My Security Token for the user linked to the integration.
On the SharpenCTI install page within Salesforce, select Install for All Users.
Check the acknowledgement that the application is not a part of the Salesforce AppExchange. Click Install.
Setting up the Integration
Now that you’ve installed the Salesforce Package, you can set up the integration itself. Head back to the Salesforce Integration Page (Sharpen Store > Apps > Salesforce). Now you can click the Configure and Install Button.
In the “Name this Connection” field, it is recommended to name it Company Name SFDC Environment Type. For example Sharpen SFDC Sandbox or Sharpen SFDC Production.
After you have entered the credentials, click on the Verify Button.
Scroll to the text box at the bottom of the screen and type in CampaignMember, Campaign then click the save button right below.
Note: CampaignMember, Campaign must be written verbatim. It may take a while to load after clicking the save button.
Important: If the credentials are unable to be verified, please reach out to your Sharpen representative with your Salesforce URL, username, password, and security token. The Sharpen representative can work with our Care and Development teams to rectify the issue.
Important: If these credentials ever need to be updated. For example, migrating from a sandbox to a production instance. Please reach out to your Sharpen representative with your Salesforce URL, username, password, and security token. The Sharpen representative can work with our Care and Development teams to rectify the issue.
Setting up your “Call Center” in Salesforce
Finally, our last step is to connect your new integration to the “Call Center” section of Salesforce. Navigate to your Salesforce Settings. In Lightning, this looks like the small gear icon to the left.
Use the quick-search box at the top of the settings page to find the “Call Center” section. Then, click the “Call Centers” link. This will take you to a list of all the centers that are configured for your Salesforce instance. Click on the Sharpen link.
This will take you to basic information about your installed Call Center. It is important to add users to this new Call Center, and you can do so by clicking the “Manage Call Center Users” button in the middle of the page.
Click “Add More Users” in order to bring up a search for your specific users. Enter the search criteria for the user you would like to add, then click the “Find” button.
Check the box next to the name of the person you’d like to add to the call center. Then click on the Add to Call Center button.
Finally, the Salesforce Open CTI Softphone needs to be added as a Utility Item on the Salesforce Lightning Apps that your team uses. This can be done by navigating to:
Set Up -> App Manager -> Select the Edit option on the App you want to add it to -> Utility Items -> Click on the Add Utility Item button -> Select Open CTI Softphone -> Save.