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Salesforce
V 9.3
August 5, 2010
Implementation Guide
Description This guide describes the process of integrating LivePerson and Salesforce
Who should use this guide? This guide is targeted towards administrators tasked with implementing the
Salesforce integration with LivePerson.
Duration Approximately 60 minutes
Prerequisites ) Salesforce application must be installed, configured and operating correctly
) Familiarity with Salesforce
) Familiarity with LivePerson’s Agent Console and Admin Console
) Familiarity with your LivePerson account custom variables
Introduction
When visitors browse your website and click to chat, you want to be able to help them as quickly
as possible. Integrating LivePerson with Salesforce allows you to provide personalized
assistance to your visitors whenever they need it. You can access, update or edit customer
information directly from the Agent Console. That means your agents will not need to add
customer data twice, or switch between applications.
Follow the steps in this guide to integrate the LivePerson and Salesforce applications.
Note: LivePerson can be integrated with both the Professional and Enterprise editions of SalesForce.
Note: The security level described here addresses only the permission levels of users who will handle the
administration of the integrated package (i.e. installation and setup).
Note: Ensure that you use Hypertext Transfer Protocol Secure (HTTPS) to provide encryption and secure
identification of the server.
Note: If you are unsure of your remote site URL please contact your Success Manager.
Note: You can customize the layout for all five of these objects, however only the Lead object is explained
in the following procedure.
Note: If you are using Professional Edition, you also need to add the mapping fields to the Mapping Layout
page.
Select App Setup > Create > Objects > Mapping > Page Layout > Mapping Layout and
click Edit. Drag-and-drop the following fields to the Mapping Detail layout page: DefaultValue,
FieldLabel, FieldName, FieldType, IsMandatory, LP_FieldName and ObjectName.
After making your changes click Save.
Figure 15 describes how to make these fields visible on the page.
Figure 17: Override Standard Button or Link View Page – Enterprise/Development Editions
Figure 18: Override Standard Button or Link View Page – Professional/Group Editions
12 Click Save.
13 Repeat steps 10-12 for the Edit button.
14 From the application drop-down list at the top right area of the Salesforce page, select
LivePerson.
15 Click the LivePerson Configuration tab.
16 Under the Authentication Settings section, select the Automatic radio button to avoid being
prompted for manual entry of the username and password each time Salesforce accesses
LivePerson.
17 To allow Salesforce to automatically access the LivePerson system and retrieve information,
enter the following information: Server Domain, Site ID, User Name, Password.
Note: We recommend the use of the Automatic Access Code, as it provide a more seamless integration
between the LivePerson and Salesforce applications.
7 Click Copy Code and paste the code into the HTML field of the rule’s action (see Figure 25).
For more information, see “Adding an Operator Alert rule” on page 18.
After you finish adding all your parameters to the link, you need to add a rule that will create an
alert in your Agent Console when a visitor requests a chat.
Note: This rule type is not available in all accounts. If this rule is not available, please choose the When
visitor clicks to chat rule type. However, with this rule type the agent information will not be passed
to SalesForce.
Note: The Salesforce Assignment Rules determine how to route (to which user to assign) the newly
created object, be it a lead or any of the other available objects.
Note: Your Salesforce username and password are saved for 24 hours. If the login credentials you have
entered were incorrect, you must log out of Salesforce and refresh the information. Open the
following URL in a Web browser to log out and retype your username and password:
http://solutions.liveperson.com/sb/salesforceintegration/logout.asp
3 Start an automated search for the relevant visitor’s records. All Salesforce records that meet
the criteria will be displayed in the Alert tab of the Agent Console.
Note: The Advanced Search option, will only appear if you perform a search for a specific object (e.g., a
lead).
4 You can create visitor records that will automatically include the chat transcript, or you can
manually search for a keyword. The chat transcripts will refer to a specific activity in
Salesforce.