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:
Create a Data Connector applet. For information about creating an applet, see Creating an applet. A new Data Connector applet appears.
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.
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.
In the Action list, click Get Salesforce Data. The Salesforce Match and Fields to Retrieve sections appear.
In the Salesforce Match section, provide the following information:
Field
Description
Salesforce Object
The Object list contains the available Salesforce objects. Click the object you want to search.
Find Salesforce Record(s) Using
The type of source that the data you want to use is contained in. Click either CLID, IVR 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 Source
Contains 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 Slot
Contains 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 field
Contains 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.
In the Fields to Retrieve section, provide the following information:
Field
Description
Retrieve Multiple Records
Select 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 Retrieve
If 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 Retrieve
Contains fields available on the retrieved records. Click the field or fields you want to retrieve.
Encrypted fields
If any of your fields in Salesforce are encrypted using Shield Platform Encryption, fields encrypted with probabilistic encryption do not appear in the list of fields. Only those encrypted with deterministic encryption will appear and retrieved data will be encrypted. For information about Shield Platform Encryption, see Strengthen Your Data's Security with Shield Platform Encryption (Salesforce help).
Click Remove to remove any fields you no longer want.
In the Routing section, provide the following information:
Field
Description
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 Matches
Contains 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 Match
Contains 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.
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