Retrieving data from Salesforce using Salesforce Object Query Language (SOQL)

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.

Salesforce Object Query Language (SOQL) is the standard query language of Salesforce. For information about using SOQL, see Salesforce help.

You can use SOQL in a Data Connector applet to query Salesforce to locate required data.

To configure a Data Connector applet to use SOQL 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. The Action section appears.

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 Use SOQL check box appears.

5. Select Use SOQL. The SOQL Editor section appears.

6. In the Query text box, type the SOQL query that will return the data you require.

7. In the Successful Action list click the applet that Vonage Contact Center routes the call to next.

   A successful action indicates that the SOQL query located one or more records.

   In the No Salesforce Match list click the applet that the interaction is routed to next if the SOQL returns no matches.

8. To save your changes, click Update. When you save your changes, the content of the Query field is validated. Any errors appear at the top of the page and the applet is not saved until you correct the errors and click Update again.