Salesforce Initial Setup Guide

There are a few quick steps to take before you install any necessary Forethought packages. Once you are done with these, please inform your Forethought Customer Success team.

Create a Forethought Integration User

Creating a Forethought integration user in your Salesforce instance will give you full control over the access rights that Forethought has. Forethought uses this user to access your data through the Salesforce API.

1. Go to Setup.
2. Manage Users > Users > New user.
3. Create a user with at least the following permissions:
   1. Name: Forethought
   2. Email: make sure you can receive the account activation email
   3. Profile**: You can use an existing profile or create a dedicated one. It is important to give the Forethought integration user Read* permissions for these objects:
      - Cases
      - Email messages
      - Knowledge articles (if using Salesforce Community knowledge base)
      - Email Templates (if agents use Salesforce Email Templates)
   4. Check active
   5. Save.
   6. Activate the user.

* Some Write permissions may be required depending on Forethought products purchased.

** To manage a profile's object-related permissions, go to Setup > Profiles > Select a profile, then scroll to Standard Object Permissions.

Authorize Forethought's API Access

Once you have completed the prerequisite user creation steps in your Salesforce environment, go to the Forethought Dashboard. Within the left side panel, there will be a number of sections and subsections. As you go through the Implementation process, you'll be walked through how each relates to the Forethought products you've purchased from the suite. For now, go to Settings > Integrations. 

Scroll down and select the Salesforce. Once you click on it, a side panel should open on the right. Before proceeding, ensure you follow these important steps:

1. Make sure to log out from your normal administrator user. You may also use an incognito browser window.
2. Go back to the Forethought Dashboard and your Salesforce connector. Select if the Salesforce environment you are connecting to is a Production or Sandbox instance. 
3. Log in to Salesforce as the previously created Forethought integration user.
4. Follow the authorization link provided by your Forethought Customer Success team.
5. Read the permissions and click Allow.

This will authorize Forethought to index Salesforce data. We use the OAuth-secured Protocol.

The following window should confirm the authorization. If this success message doesn't appear, please inform your Forethought Customer Success team.

Revoking Forethought Access

You can always revoke Forethought's API access to your Salesforce instance. To do so, log-in as the Forethought integration user, and scroll down to OAuth Connected Apps under the user setup, then click "Revoke".

Note that this will cause Forethought products to stop working. Please notify your Forethought Customer Success team if you decide to do so.

(Assist only) Find your Email Action Name

If you will use our Assist product, we need to know the technical name of your "email" action.

1. Go to Setup 
   • Classic: in the quick find box, search for "case"
   • Lightning: In the Object manager select Case
2. Select "Buttons, Links and Actions"
3. Find the action with Type: Send Email
4. Note the Name of the action. e.g. SendEmail

(If Applicable) Gather Knowledge Object Info

If you use Salesforce Knowledge in Assist, Widget, Email or any other Forethought product we will need information from your SalesForce environment to know what fields to index.

1. Go to setup
   1. Lightning: Object manager > search for "Knowledge"
   2. Classic: quick find > search for "knowledge" > knowledge object setup
2. Click on "Knowledge"
3. note the API_Name e.g. "Knowledge__kav"
4. under Fields & relationships, note the Field Name of the field used to store the contents of your documentation pages. e.g. Contents__c
5. If a field contains the full public URL or URL slug for the knowledge article, please note the name of that field.

Notify Forethought

Please notify your Forethought Implementation Engineer with the following information:

Salesforce Domain Name: e.g. https://mycompany.lightning.force.com/
Classic / Lightning: Lightning/Classic
Authorization done: Yes/no
Email action name: e.g. Case.Email_Lightning
Knowledge:
- API Name: e.g. Knowledge__kav
- Articles content Field API Name: e.g. Contents__c
- Articles URL Field API Name: (if applicable)

Salesforce Messaging Handoff

Forethought_Conversation_ID and Forethought_User_Question are expected to be added as hidden fields to the Salesforce messaging pre-chat.

• • https://help.salesforce.com/s/articleView?id=sf.miaw_custom_prechat_2.htm&type=5

Forethought_Conversation_ID is expected to be added as a custom field to the MessagingSession object.

• • https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingsession.htm

Appending transcript as CaseComment

• Salesforce Messaging hidden fields have a max length of 100 characters.
• Forethought has support for the appending transcript as CaseComment; however, in order for that to work, your Salesforce instance needs to:
  • Have the hidden fields set up correctly
    • https://help.salesforce.com/s/articleView?id=sf.miaw_custom_prechat_2.htm&type=5
  • Have a flow that takes the hidden field and sets it on the MessagingSession object
    • https://help.salesforce.com/s/articleView?id=sf.miaw_map_messaging_2.htm&type=5
• After handoff Forethought will then query for the MessagingSession object using the Forethought_Conversation_ID to get the related CaseID.
• Then, a CaseComment will be added to that case.

SOQL

• The SOQL query we make to try and locate the CaseId.

SELECT CaseId
FROM MessagingSession
WHERE Forethought_Conversation_ID__c = <CONVERSATION_ID>