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.
1. 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.
- Go to setup
- Manage Users > Users > new user
- Create a user with at least the following permissions:
- Name: Forethought
- Email: make sure you can receive the account activation email
- 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:
- Email messages
- Knowledge articles (if using Salesforce Community knowledge base)
- Email Templates (if agents use Salesforce Email Templates)
- check active
- 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.
2. Authorize Forethought's API Access
This will authorize Forethought to index Salesforce data. We use the OAuth secured Protocol.
- Your Forethought Customer Success team will provide you an authorization link.
- Make sure to log-out from your normal administrator user. You may also use an incognito browser window.
- Log-in to Salesforce as the previously created Forethought integration user.
- Follow the authorization link provided by your Forethought Customer Success team.
- Read the permissions and click Allow
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.
3. (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.
- Go to Setup
- Classic: in the quick find box, search for "case"
- Lightning: In the Object manager select Case
- Select "Buttons, Links and Actions"
- Find the action with Type: Send Email
- Note the Name of the action. e.g. SendEmail
4. (If applicable) Gather Knowledge Object Info
If you use Salesforce Knowledge and want to have it indexed by Agatha, we will need to know what fields to index.
- Go to setup
- Lightning: Object manager > search for "Knowledge"
- Classic: quick find > search for "knowledge" > knowledge object setup
- Click on "Knowledge"
- note the API_Name e.g. "Knowledge__kav"
- under Fields & relationships, note the Field Name of the field used to store the contents of your documentation pages. e.g. Contents__c
- If a field contains the full public URL or URL slug for the knowledge article, please note the name of that field.
5. 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
- API Name: e.g. Knowledge__kav
- Articles content Field API Name: e.g. Contents__c
- Articles URL Field API Name: (if applicable)