Salesforce Integration Guide

Connect your Salesforce instance to your Tenfold Dashboard

Updated: Jul 26, 2024

1 min read

Audience

This document is written for both customers and prospective customers who are interested in using Tenfold within a Salesforce environment. It is recommended that readers should have a basic level of familiarity with Salesforce APIs, Salesforce administration, general networking, and Tenfold.

Goals

The goal of this document is to provide knowledge, reference, and procedural information necessary to understand a proposed Salesforce/Tenfold integration.

This document is NOT intended as a specific system or network design document. If further clarification is needed, consult with a Tenfold representative.

Terminology

To ensure a common frame of reference, this guide uses the following terms in conjunction with this Salesforce integration:

Application Programing Interface (API): A set of clearly defined methods of communication used by Tenfold for reading and writing data.
Tenfold Cloud: A set of Web Services that receives events from the telephony system and takes further action such as querying and saving to the CRM.
Tenfold User Interface (TUI): An agent facing user interface which agents will interact with to identify callers, viewing recent activities, saving notes, dispositioning calls, etc.

Customer responsibilities

You are responsible for supplying the physical and/or IP connection(s) to Salesforce and LAN, and for obtaining and loading any licensing required by Salesforce. You are also responsible for configuring Salesforce to support the Tenfold integration.

Salesforce requirements

Supported interfaces

Classic
Lightning
Console

Connection requirements

Tenfold Cloud connects to Salesforce APIs via HTTPS. If your organization requires whitelisting of IPs to access the Salesforce API, please consult the Tenfold Allow List.

Role setup

In order for Tenfold to update task records (i.e. phone calls logged to Salesforce) and properly set relationships, the API user must be higher in the role hierarchy than users of the Tenfold integration. Additionally, both the API user and end-users in Salesforce must have the appropriate roles assigned. This provides the Tenfold API user with the access required to set relationships and update tasks.

For example:

Permissions

Tenfold leverages an API user to establish the initial integration, obtain the Oauth token, and perform all API calls/writes to the SFDC instance.

The below section outlines the out of the box permission requirements for the core Tenfold integration. Additional permissions may be required to support your use case.

Alternatively, you may connect Tenfold to Salesforce via an Administrator account which provides sufficient privileges for the Tenfold integration.

System permissions

The following system permissions are required for the Tenfold integration.

Table 1. System permissions required for the Salesforce integration user

Permission	Purpose
API Enabled	Allows Tenfold to interact with the Salesforce API.
Edit Tasks	Enables Tenfold to create and update phone calls and follow up tasks.
View Setup and Configuration	Allows Tenfold to dynamically build API queries based on the permission set assigned to the API User. This Permission depends on the View Roles and Role Hierarchy.
View Roles and Role Hierarchy	This permission is a dependency of the View Setup and Configuration.
View All Users	Allows Tenfold to import users into Tenfold Dashboard.
Modify Metadata Through Metadata API Functions	Allows Tenfold to create the workflows and workflow rules required for omnichannel agent status updates to be pushed from Salesforce to Tenfold.

When adjusting system permissions in the API user’s Permission Set after Tenfold has been connected to Salesforce you must re-initialize the integration by following these steps.

Change the selected CRM in the Tenfold Dashboard to another CRM.
Switch the CRM selection back to Salesforce.
Re-connect Tenfold to your production or sandbox environment.
Click the “Synchronize Fields” button in Tenfold Dashboard > Company Settings > CRM.

Object Permissions

Each object enabled for the Tenfold integration requires Modify All and Create object permissions. If it is desired to reduce permissions further, be mindful that the Tenfold API user requires the appropriate permissions and sharing settings to read and write relevant Salesforce records and support your use case.

Table 2. Account object permissions required for the Salesforce integration user

Account Object
Field	Permissions
Account Name	Read Access Edit Access
Account Owner	Read Access Edit Access
Created By	Read Access
Phone	Read Access Edit Access

Table 3. Contact object permissions required for the Salesforce integration user

Contact Object
Field	Permissions
Account Name	Read Access Edit Access
Asst. Phone	Read Access Edit Access
Contact Owner	Read Access Edit Access
Created By	Read Access
Email	Read Access Edit Access
Home Phone	Read Access Edit Access
Mobile	Read Access Edit Access
Other Phone	Read Access Edit Access
Phone	Read Access Edit Access

Table 4. Lead object permissions required for the Salesforce integration user

Lead Object
Field	Permissions
Created By	Read Access
Email	Read Access Edit Access
Lead Owner	Read Access Edit Access
Lead Status	Read Access
Mobile	Read Access Edit Access
Name	Read Access Edit Access
Phone	Read Access Edit Access

Table 5. Task object permissions required for the Salesforce integration user

Task Object
Field	Permissions
Assigned To	Read Access Edit Access
Call Duration	Read Access Edit Access
Call Type	Read Access Edit Access
Comments	Read Access Edit Access
Created By	Read Access Edit Access
Due Date	Read Access Edit Access
Name	Read Access Edit Access
Priority	Read Access Edit Access
Related To	Read Access Edit Access
Status	Read Access Edit Access
Subject	Read Access Edit Access
Task SubType	Read Access Edit Access
Type	Read Access Edit Access

Table 6. Opportunity object permissions required for the Salesforce integration user

Opportunity Object
Field	Permissions
Account Name	Read Access Edit Access
Amount	Read Access
Created By	Read Access
Opportunity Name	Read Access Edit Access
Opportunity Owner	Read Access Edit Access
Probability	Read Access
Stage	Read Access

Table 7. Case object permissions required for the Salesforce integration user

Case Object
Field	Permissions
Account Name	Read Access Edit Access
Case Number	Read Access
Case Owner	Read Access Edit Access
Created By	Read Access
Status	Read Only
Subject	Read Access Edit Access

Installation

Configure the Oauth connection

Establishing the initial connection from Tenfold to Salesforce takes only a minute. If you configured the connection through Connected App access, do not perform these steps.

Start by navigating to your Tenfold dashboard at https://dashboard.tenfold.com
Select the Company Settings link in the top navigation
In the sub-navigation, select CRM
Select Salesforce as your CRM. You will be able to select between authenticating for either a Production/Developer or Sandbox instance.
Select Default from the Authentication Type box.
Click the Connect with production button.
A redirect window will appear and either:
- If you are already logged into Salesforce, the handshake will automatically occur.
- If you are not already logged in, then a Salesforce login screen will appear.
You will be prompted to grant Tenfold relevant permissions and the window will automatically close.

Configure the Connected App connection

Establishing the initial connection from Tenfold to Salesforce takes only a minute. If you configured the connection through Oauth, do not perform these steps.

Start by navigating to your Tenfold dashboard at https://dashboard.tenfold.com
Select the Company Settings link in the top navigation
In the sub-navigation, select CRM
Select Salesforce as your CRM. You will be able to select between authenticating for either a Production/Developer or Sandbox instance.
Select Credentials from the Authentication Type box.
Enter your client ID and Client Secret into the appropriate boxes.
Click the Save button. If the credentials and permissions are correct, you should see a message at the top of the screen saying the connection tested successfully.

Install OpenCTI

Tenfold Download page will keep an up to date link to the latest OpenCTI managed package for both production and sandbox installs. You can find the download page here - Tenfold UI Releases

Follow the prompts on the screen.

OpenCTI - Add users

Within Salesforce as an admin:

Navigate to setup->call center.
Select Tenfold Embedded UI.
Select Manage Users. This brings you to a list of users enabled for Tenfold OpenCTI. If this is a fresh install the list may be empty. Select Add More Users to add users to the call center for Tenfold OpenCTI
Search for the usernames that should be able to use OpenCTI, select them, and click on Add Users.

OpenCTI - Enable the interface in Lightning

Within Salesforce as an admin:

Start by navigating to the App Manager within the setup page.
Select the dropdown to the right of the Salesforce Lightning app you would like to update and select edit.
Select Utility Items then Add Utility Item.
Add Open CTI Softphone and click save.

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