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• 5.3 • 5.8

Add Salesforce Integration Account in Bright Pattern

Now that your call center and connected app are configured in Salesforce, you can create the integration account that establishes the connection between Salesforce and Bright Pattern Contact Center. New integration accounts are added in the Contact Center Administrator application. For more information, see the Contact Center Administrator Guide section Integration Accounts.

1. Create new integration account

In Contact Center Administrator application, go to Configuration > Call Center Configuration > Integration Accounts and click + to add a new account of type Salesforce.com.

Select "Salesforce.com" as the integration account type


2. Edit properties

Salesforce.com integration account properties


Basic Properties

  • Type - By default, "Salesforce.com" because you selected this type of integration account to add
  • Name - The name of the account (any name)
  • Default account - Select this checkbox if you have multiple Salesforce integration accounts and you want this account to be used by default.
  • Url - The URL of your registered domain on Salesforce where your users will sign in to your instance. The URL should be in the following format: https://<your-domain-name>.my.salesforce.com/


Data Access from Scenarios Properties

In the Data Access from Scenarios section, set:

  • Sandbox environment - Select checkbox if your Saleforce environment is a sandbox
  • Consumer key - The consumer key of the Connected App you previously configured in Salesforce. You can find your Connected App's consumer key in Salesforce Lightning Setup in Security > Certificate and Key Management.
  • Consumer secret - The consumer secret of the Connected App you previously configured in Salesforce. You can find your Connected App's consumer secret in Salesforce Lightning Setup in Security > Certificate and Key Management.
  • Refresh token - Click Request token to allow access to your Salesforce Connected App
  • Check limits - You can use the Check limits button to see the SFDC limits associated with this account.


Single Sign-on Properties

In this section, you will enable single sign-on (SSO) functionality for Salesforce integration. SSO provides simultaneous login to Bright Pattern Contact Center applications and the embedded Agent Desktop widget on Salesforce. For example, users who log in to the Agent Desktop widget on Salesforce will find themselves also logged in to Bright Pattern applications (e.g., Agent Desktop, Contact Center Administrator, etc.).


Identity provider certificate

Provide the Salesforce Identity Provider Certificate (see instructions below). If you do not plan on configuring SSO, leave the certificate empty.

How to Add the Certificate

Before you can add the certificate, you have to ensure that there is one. In case you have multiple certificates, you must choose the certificate you want to use as the Identity Provider Certificate on the App Settings page.

  1. In Salesforce Lightning Setup, go to Security > Certificate and Key Management.

    Certificate and Key Management


  2. If there are no certificates listed, or your certificate is expired, either create a new one or import a certificate from your setup.

    1. To import, click the Import from Keystore button. Any certificates you import will be shown in the Idp Certificate field on the Connected App Detail page. Note that if you have multiple certificates, you must choose the certificate you want to use as the Idp Certificate on the Connected App Detail page.

      IDP certificate shown on User Interface > App Manager > Connected App Detail


    2. Select the certificate desired (or import a certificate). Note that you may have multiple certificates shown.

  3. Click Download Certificate.

    Download the certificate from Salesforce


  4. Open the file in and copy the certificate content only (i.e., the text between -----BEGIN CERTIFICATE----- and -----END CERTIFICATE-----).

    Sfdc-integration-guide-image11.png


  5. Go back to the Contact Center Administrator application and paste the certificate into the Salesforce integration account properties.

  6. In the Set Identity Provider certificate dialog, click Set. This pastes in the certificate.


Identity provider initiated login URL

This is the "Idp-initiated Login URL" as copied from your Salesforce Connected App Detail page.

To find this URL:

  1. Go to Salesforce Lightning Setup > Platform Tools > Apps > Connected Apps > Manage Connected Apps

  2. Click Connected Apps and select the "BrightPattern" App created earlier.

  3. Under section SAML Login Information, copy the full URL from the Idp-initiated Login URL.

    SFDC-SAML-Login-50.PNG


Note: Even if you do not configure SSO, you still need to set something in this required field. If you do not plan on configuring SSO, enter any character or string (e.g., "https://" or "/") to invalidate the URL.


3. Save

Click Apply to save your changes. Salesforce integration account configuration is now be complete.

Next, you can view our tutorials to learn how to set up scenarios to use Salesforce data.




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