Retrieving data from Salesforce

When using a Data Connector applet with a Salesforce interface, the applet is sometimes referred to as a Salesforce Data Connector or SFDC.

Using the Data Connector applet you can retrieve data from Salesforce. For information about the Data Connector applet, see Data Connector applet. You can then retrieve that data for use in subsequent applets in your interaction plan. ContactWorld stores retrieved data in data Connector, one data source for each specified field of each retrieved Salesforce record. ContactWorld prepares these data sources when you save the Data Connector applet, using a consistent naming convention. You can configure subsequent applets (such as a Data Announcer, a Data Router, another Data Connector applet, or an Automatic Call Distributor applet) to use the data sources created.

If enabled for your account, you can also create and update records in Salesforce. For information about using the Data Connector to create and update records in Salesforce, see Creating a Salesforce record and Updating a Salesforce record.

You can either use the standard Salesforce interface to retrieve data, as described here, or use Salesforce Object Query Language (SOQL). For information about using SOQL to retrieve Salesforce data, see Retrieving data from Salesforce using Salesforce Object Query Language (SOQL).

To use the standard Salesforce interface to retrieve data from Salesforce, perform the following steps:

  1. Create a Data Connector applet. For information about creating an applet, see Creating an applet. A new Data Connector applet appears.
  2. In Interface in the Interface section, click Salesforce.

    If you have more than one action enabled for your account or you are enabled to use SOQL to retrieve Salesforce data, or both, the Action section appears. Otherwise the Salesforce Match and Fields to Retrieve sections appear. Go to step 3 and then step 5.

  3. Optionally select the applet that Vonage Contact Center routes the call to if the interface fails in the Interface Failure list.

    An interface failure occurs when the request does not receive a response or receives an error from Salesforce. A timeout, DNS lookup failure, incorrect or expired password, HTTP error status code, or an invalid SOQL query, for example, might cause an interface failure.
  4. In the Action list, click Get Salesforce Data. The Salesforce Match and Fields to Retrieve sections appear.

  5. In the Salesforce Match section, provide the following information:

    FieldDescription
    Salesforce ObjectThe Object list contains the available Salesforce objects. Click the object you want to search.
    Find Salesforce Record(s) UsingThe type of source that the data you want to use is contained in. Click either CLIDIVR Slot or Data Source. If you click Data Source, the Match Data Source and against Salesforce field fields appear. If you click IVR Slot, the Match IVR Slot and against Salesforce field fields appear.
    Match Data SourceContains available data sources. Click the data source that contains the data you want to use to search for a Salesforce record or records.
    Match IVR SlotContains available IVR slots. Click the data source that contains the data you want to use to search for a Salesforce record or records.
    against Salesforce fieldContains fields available for searching on the selected Salesforce object. Click the field to which you want to match the CLID, selected IVR slot, or selected data source.
  6. In the Fields to Retrieve section, provide the following information:

    FieldDescription
    Retrieve Multiple RecordsSelect the Retrieve Multiple Records check box if you want the Data Connector to retrieve multiple matches. If you select Retrieve Multiple Records, the Maximum Number to Retrieve field appears.
    Maximum Number to RetrieveIf you want to the Data Retrieve to retrieve multiple records, you must specify the maximum number of records to retrieve. Vonage Contact Center uses this value to prepare the correct number of data sources to hold the returned values
    Add Field to RetrieveContains fields available on the retrieved records. Click the field or fields you want to retrieve.

    Click Remove to remove any fields you no longer want.

  7. In the Routing section, provide the following information:

    FieldDescription
    Successful Action

    Contains available applets. Click the applet that Vonage Contact Center routes the interaction to after a successful action.

    A successful action indicates that the Data Connector finds a match for the chosen object in Salesforce.
    Multiple Salesforce MatchesContains available applets. Click the applet that Vonage Contact Center routes the interaction to if the Data Connector finds multiple matches for the chosen object in Salesforce. This field is only available if you do not want to return multiple matches and clear the Retrieve Multiple Records check box.
    No Salesforce MatchContains available applets. Click the applet that Vonage Contact Center routes the interaction to next if the Data Connector finds no matches for the chosen object in Salesforce.
  8. Click Update. Vonage Contact Center creates data sources based on the values that will be retrieved at run time. For information about the data sources Vonage Contact Center creates, see Data source names.

When Vonage Contact Center routes an interaction through the Data Connector applet, the created data source or sources are populated with retrieved values.

Data source names

Vonage Contact Center creates data sources using the following naming convention:

Single matches

Each data source is named ObjectName|FieldName where:

  • ObjectName is the object you select in the Salesforce Object list
  • FieldName is a field you select in the Add Field to Retrieve list

Vonage Contact Center creates a data source in this format for each field you select in the Add Field to Retrieve list.

For example, if you specify that you want to retrieve Account ID and Account Name fields from a single account record, Vonage Contact Center creates data sources called Account|Account ID and Account|Account Name.

Multiple matches

Each data source is named ObjectName(n)|FieldName where:

  • ObjectName is the object you select in the Salesforce Object list
  • n is the index of the record found in Salesforce, between 1 and the value you specify in Maximum Number to Retrieve
  • FieldName is a field you select in the Add Field to Retrieve list

Vonage Contact Center creates a data source in this format for each field you select in the Add Field to Retrieve list for each record retrieved.

For example, if you specify that you want to retrieve Account ID and Account Name fields from multiple (two) records, Vonage Contact Center creates the following data sources

  • Account(1)|Account ID
  • Account(1)|Account Name
  • Account(2)|Account ID
  • Account(2)|Account Name