Getting Started with Salesforce

Source: https://www.salesforce.com/products/sales-cloud/overview/

Salesforce in cooperation with the Cognigy Salesforce Extension provides the maintenance of any given Entity, such as Contacts, Accounts, Events, Products, and more. This tutorial will explain how to integrate an organization's Salesforce instance to a Cognigy.AI Agent and create, update or delete an entity in Salesforce with ease.

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Install the Salesforce Extension

The first step is to install the required integration. In this case, a so-called Extension is installed to Cognigy.AI. Thus, navigate to the Extensions Marketplace inside of the Virtual Agent and add the Salesforce Extension by clicking on the Install button. Now follow this installation guide and upload the Extension to Cognigy, where it will be displayed as the following:

Congrats! The installation of the Extension is finished!

Create a Salesforce Connection

In this step, a so-called Connection will be created. If one, in Cognigy.AI, clicks on the previously uploaded Extension, the following details can be observed:

The red-marked part in the above figure shows, that there is a Connection required. Therefore, it needs to be created and filled with the Salesforce instance information. In order to do so, one initial Salesforce Flow Node needs to be added to a Flow:

1. Create a new Flow in Cognigy.AI
2. Inside of the Flow Chart, click on + and navigate to the Salesforce Extension:
   
   
   
   
3. For example, add the Create Case Flow Node by clicking on it:
   
   
   
   
4. In order to edit the Flow Node and create the Connection, please click on it. An Edit Node menu will be opened on the right side of the screen:
   
   
   
   
5. Right next to the Connection field (the first one at the top), one needs to click on the + button. The Connection menu will be opened at the center of the screen:
   
   
6. Insert the credentials of the Salesforce Connected App that you want to use for this connection.
   
   1. consumerKey
   2. consumerSecret
   3. instanceUrl
      1. Salesforce instance URL, such as https://cognigy.my.salesforce.com
7. Click on the Create button

Create a Connected App in Salesforce

To create a Connected App in Salesforce called "Cognigy Extension", follow these step-by-step instructions:

1. Log in to Salesforce: Log in to your Salesforce organization using an account with administrative access.
2. Navigate to Setup: In the top-right corner, click on the gear icon (⚙️) and select Setup.
3. Open App Manager: In the left-hand menu, type "App Manager" in the Quick Find search bar and select App Manager from the list.
4. Create a New Connected App:
   • Click on the New Connected App button (found in the top-right corner).
   • In the Basic Information section:
     • Set the Connected App Name to "Cognigy Extension".
     • The API Name will autofill based on your app name.
     • Enter a valid Contact Email (e.g., your administrator's email).
5. Enable OAuth Settings:
   • Scroll to the API (Enable OAuth Settings) section and check the box for Enable OAuth Settings.
   • In the Callback URL field, enter your callback URL (e.g., http://localhost). This URL is where Salesforce will send the OAuth tokens. This URL is not required by the Cognigy Extension but must be filled with a value in Salesforce.
   • Under Selected OAuth Scopes, select the following:
     • Full access (full)
     • Perform requests on your behalf at any time (refresh_token, offline_access)
     • Access and manage your data (api)
     • Add other scopes if required for your integration.
     • Make sure that the following settings are enabled
       
       
       
       
   • Use the Add arrow button to move the selected scopes to the right-hand column.
6. Save the Connected App:
   • Click Save at the bottom of the page.
   • Salesforce will display a confirmation message. Allow 2-10 minutes for the new app to propagate across the system.
7. Find the Consumer Key and Consumer Secret:
   • Return to App Manager.
   • Find the newly created "Cognigy Extension" app in the list, click on the dropdown arrow next to it, and select View.
   • Scroll down to the API (Enable OAuth Settings) section.
   • Here you will find the Consumer Key (Client ID) and Consumer Secret. Click on Manage Consumer Details if prompted to view the secret.
   • Copy these credentials; they are required for OAuth2 authentication.

Once you have the Consumer Key and Consumer Secret, you can use them to securely connect Salesforce to external systems like Cognigy using OAuth2 above.