CCM

Elevating Customer Experience: The Quadient-Salesforce Integration Revolution - Part 2

3 min read

Welcome to the second part of our series on integrating Quadient with Salesforce. In our initial discussion, we explored the synergistic relationship between Salesforce and Quadient, emphasizing the integration's numerous benefits and features. This segment is dedicated to guiding you through the practical steps required for a successful implementation.

Our focus is on the technical aspects, starting from the initial setup and configuration, which involves adjustments primarily in the Inspire solution, to the detailed customization of workflows and templates. We will cover each stage, from configuring the Inspire Integration Object in Salesforce to the intricate processes of template and workflow implementation, ensuring a comprehensive understanding of the integration process. Our goal is to offer a roadmap to effectively integrate these two powerful platforms.

Best Practices for Successfully Implementing Quadient- Salesforce Integration

  1. Initial setup and configuration: The integration process begins with a straightforward setup. Notably, no programming changes are required in Salesforce. The adjustments occur mainly on the Inspire solution side, particularly in the Scaler and Interactive master templates. After installing the necessary plugin, the Salesforce administrator must configure Salesforce to communicate with Inspire using HTTP requests. These settings are detailed in the provided documentation, ensuring a seamless integration process.
  2. Configuring Inspire Integration object: This step involves entering the Scaler URL in the Inspire Integration object's Scaler section. Additionally, it's important to add the Communication Overview and New Communication widgets to the opportunity page template using the Lightning App Builder. This process includes editing the page, dragging the widgets onto it, and fine-tuning their size and position for optimal usability.
  3. Template and workflow implementation: Here, you need to add the required Interactive templates to the Inspire Communication Templates object for use in the opportunity's New Communication component. Implement specific workflows for document production provided by the Scaler, which acts as a bridge between Salesforce and Interactive. Importing and deploying the provided sample workflow files (WFS files) into Scaler is also a part of this phase.
  4. Customizing workflows: Customize the sample workflows as needed, paying particular attention to setting the environment variables in Scaler. Use custom modules like SFDCGetAuthToken for Salesforce authentication, and configure workflows like SFDCCreateTicket to create new Interactive tickets based on Salesforce opportunities. This step ensures correct data retrieval and ticket generation.
  5. Document production and ticket management: Utilize the SFDCCreateAndUploadDocument workflow for managing ticket production and uploading documents back to Salesforce. Implement the SFDCListTickets workflow to manage Interactive ticket information within Salesforce's Communication Overview component. This integration facilitates a streamlined process for document handling.
  6. Integration with Interactive templates: Ensure that each Interactive template’s data structure aligns with Salesforce's data requirements. Automate the process of ticket creation, URL generation, and PDF file production in Scaler once a communication is initiated in Salesforce. This step is crucial for maintaining data consistency and accuracy.
  7. Data model preparation: Prepare templates with data structures matching those requested by Salesforce. Use tools like Salesforce Workbench to extract sample data files and JSON responses. Store and utilize these JSON files in ICM for creating master template data structures, ensuring a robust and reliable data model.
  8. Summary of course learning: Finally, review the entire solution overview. This includes understanding the plugin components, and objects, and the detailed steps of integration between the Scaler and Interactive parts of the solution. A thorough review helps in cementing the knowledge and ensuring a successful implementation.

Integrating Quadient with Salesforce involves a series of well-defined steps, starting from setup and configuration to workflow customization and data model preparation. By following these steps, organizations can harness the full potential of this powerful integration, leading to enhanced efficiency and improved customer experiences. Stay tuned for further insights in our upcoming blogs!