Target Audience: Salesforce Administrators
Table of Contents
Aisera Salesforce Connector
This document describes a brief overview of the functionality and the requirements of Aisera’s Salesforce connector. The rest of the document is structured as follows: we will first provide a preamble of Aisera’s AI Help Desk solution. We will then describe the Salesforce connector along with its functionality and security requirements such as user accounts, permissions, and roles.
Aisera’s AI Help Desk Solution
Aisera offers the world’s first personalized and predictive AI Help Desk solution. It significantly improves your user experience & productivity, business uptime and reduces cost. The solution automates IT, and HR functions, enables self-service via a conversational interface, and creates an ultimate user and employee experience to be delivered by a modern Help Desk.
The solution is delivered as SaaS service and integrates natively with all the ITSM and Customer Support
Integration with Salesforce
Aisera integrates natively with Salesforce via its API. The Aisera Salesforce connector uses SOQL queries to pull records from Salesforce (pull-type connector). The connector can pull the following entities:
• Tickets (Cases)
• Knowledge base
Even though the connector can pull all these different types of entities, it can only operate with any subset of these entities. For example, in the case that a customer only needs to analyze historical cases, it will only need to pull the Ticket entities and nothing more. The various options on what entities get pulled are surfaced for selection by the user during the connector’s configuration screen as shown below:
Figure 1: Selection of Salesforce entities during connector configuration
The connector integrates with Salesforce using two methods:
1. Basic Authentication: in this case the endpoint of a Salesforce instance and a username, password, Client Id and Client Secret are provided which correspond to an app’s credentials on Salesforce with appropriate permissions. Security token is optional and can be provided if needed.
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2. OAuth 2.0: in this case Aisera follows the OAuth 2.0 authentication and authorization flow with the access tokens managed by Salesforce.
The corresponding configuration screens on Aisera’s Web UI is shown below:
Figure 2: Basic Authentication option during Salesforce connector configuration
Figure 3: OAuth 2.0 Authentication option during Salesforce connector configuration
Permission Requirements on Salesforce
Apps that access your Salesforce data are subject to the same security protections that are used in the Salesforce user interface. A user attempting to access the API must have the permission “API Enabled” selected, which is selected by default. The API respects object-level and field level security configured in the user interface. You can access objects and fields only if the logged-in user's permissions and access settings allow such access. To pull the data user must have read-only permission for the following objects:
- “Cases” (Tickets)
- “Knowledge” (Knowledge Articles)
- “Users” (Users)
User permissions can be edited in Setup | Users.
As mentioned above, the connector operates in Read-only mode in most use cases where the primary objective is analysis either historical or ongoing.
There are certain use cases that the connector needs to be able to create cases or modify attributes. In order to create/update cases, the connector needs write permission for the Cases fields.
Roles and User Accounts
The permissions of the Aisera Salesforce connector are managed inside Salesforce. The connector assumes the role of the user or app configured in Salesforce and used to connect from the Aisera service. That way, the minimum set of privileges can be given to Aisera.
Frequency of Data Pulls
The Aisera Salesforce connector supports different ways to pull in the corresponding records from Salesforce as follows:
On Demand:In this case, the user can specify the time window needed to pull records from Salesforce. This functionality is typically used to pull historical records. The data load that is pulled in can range from 100K to 1M records. The connector can take approximately 6-8hrs to pull 1M records from Salesforce.
You can specify the frequency needed to pull data from Salesforce. The frequency can be continuous and range from every 5 mins up to every 24hr. The connector pulls data based on the frequency specified in the connector during the initial setup (can be edited).