Retrieving data from Salesforce

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.

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:

6. In the Fields to Retrieve section, provide the following information:

   Click Remove to remove any fields you no longer want.

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

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 the Data source names section later in this page.

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