Installing DTA Managed Package

The managed package can be installed from the AppExchange on Salesforce. Alternatively, it can be installed from a file provided by Content Guru.

This section describes how to complete the installation from the AppExchange.

This section covers how to install the managed package from the Salesforce AppExchange and also describes further configuration changes required after you have installed the managed package:

• User rights
• Call center
• Remote site settings
• Softphone layout
• Platform cache
• Lightning-specific configuration
• Classic-specific configuration
• Case field sets

Salesforce AppExchange

1. Log in to Salesforce using an administrator account.
2. From the menu on the left, search for and select 'AppExchange Marketplace'.

3. From the appexchange screen, search for 'storm DTA'.

4. From the search results, select 'storm DTA'.

5. Click Get it Now to install the package.

Note: you will not be charged a per-month fee as this is included in your storm  licence fee.

6. Select Install in Production. Read the terms and conditions and select the check box I have read and agree to the terms and conditions. Click Confirm and Install to install the package.
7. When the login screen is displayed, log in to Salesforce.
8. Select the users you want to install the package for and click Upgrade.
9. A list of websites will be shown. Select the Yes, grant access to these third-party web sites check box and click Continue.

10. When the upgrade is complete, click Done.

Post-Install Instructions

You must make a number of configuration changes to complete the DTA managed package installation.

Note: all instructions listed in this section must be performed after first clicking Setup.

User Rights

DTA users with the Salesforce integration require the following Salesforce user rights to use and configure custom buttons.

Note: this section lists the Salesforce fields for which the user must have Read or, preferably, Read/Write permissions, in order to use and configure them. These lists show the API names, because the API names remain the same as those listed regardless of the language used.

Permissions can be set for each field. To change the permissions for a field, click Object Manager. Select then select Task, Contact, or Case. Click Fields & Relationships. Select the API name you want to edit (for example WhoId).

Click Set Field-Level Security and then ensure the Visible check box is selected for all the required user profiles.

Click Save to save your changes.

Task

• WhoId
• WhatId
• Type
• Subject
• ActivityDate
• CallObject
• Phone
• Description
• Email
• Priority
• Status

Contact

If the integration creates contacts or cases, the following fields are required:

• LastName
• FirstName
• AccountId
• Email
• Phone
• MobilePhone

Case

If the integration creates contacts or cases, the following fields are required:

• Origin

Managed Package

The following fields are enabled when the DTA Integration is installed. You can install the integration for Admins only, all users, or for specific profiles.

• Salesforce_MatchObject - needs to be enabled.
• Salesforce_ViewHistory - enabled by default.

Call Center

These steps must be completed for both Salesforce Classic and Salesforce Lightning.

You must select the call center for your platform.

1. From the menu on the left, search for and select 'Call Centers'.
2. Click on the call center for your platform (BE, JP, UK, or US).
3. Click Manage Call Center Users and assign the users to the selected platform.

4. Click Add More Users.

5. Click Find, select the check boxes next to the users you want to add and click Add to Call Center.

Remote Site Settings

These steps must be completed for both Salesforce Classic and Salesforce Lightning.

You must now enable the required remote site URL. Other site URLs can be selected to allow your users to access our APIs on different platforms.

1. Search for and select 'Remote Site Settings'.

Note: whether all the sites are Active depends on whether you are doing a fresh install or an upgrade.

2. Users will have access to all sites with the Active check box selected. To add or remove a site, click Edit to the left of the site name.
3. Select or clear the Active check box and click Save. Repeat until only the required site is Active.

Softphone Layout

These steps must be completed for both Salesforce Classic and Salesforce Lightning.

Softphone layouts may be customised to reflect your organisation's requirements.

1. Search for and select 'Softphone Layouts'.

2. Click Edit to display the softphone layout options. In the section Display these salesforce.com objects: click Add / Remove Objects.
3. Add or remove the fields required by your organisation.

4. Edit the Contact, Account, and Lead options as required, and add or remove the fields required by your organisation.

Note: do not add Case to the softphone layout.

5. Click the Save button when done.

For more details about editing soft phone layouts, refer to the Salesforce document Designing a Custom Softphone Layout.

Platform Cache

These steps must be completed for both Salesforce Classic and Salesforce Lightning.

You must set the platform cache to a value suitable for your organisation and the number of storm INTEGRATE: Salesforce users.

1. Search for and select 'Platform Cache'.
2. Click Edit next to the line including 'ContentGuru'.
3. In the Session Cache Allocation section, set the Organisation cache to a size suitable for your organisation. (A typical configuration should not require more than 1 Kbyte per user of platform cache.)

4. Click Save.

Lightning-Specific Configuration

The following instructions are required for Salesforce Lightning only.

View History

Note: you need to have a domain enabled. Refer to the Salesforce documentation for more information.

1. Click Object Manager.

2. Scroll down the list and click Task.
3. Click Lightning Record Pages and click on the page you want to edit.

4. Click the Edit button next to 'Lightning Page Detail'.

5. Select Open View History on the left and drag and drop it to the location on the page where you want it to appear for your users.

6. Click Save.

Match Interaction

The Match Interaction custom object can be added to an object (such as Account) only.

1. Click Object Manager.

2. Scroll down the list and click the object to which you want to add the Match interaction. In this example, Account is selected.
3. Click Lightning Record Pages and click on the page you want to edit.

4. Click the Edit button next to 'Lightning Page Detail'.

5. Select MatchInteraction on the left and drag and drop it to the location on the page where you want it to appear for your users.

6. Click Save.

For more information, refer to the Salesforce document Custom Lightning Components.

Adding Utility Items

You need to add the CTI softphone.

1. Search for and select 'App Manager'.

2. Select the application you want to use with the CTI softphone. Click the arrow to the right of the application and select Edit.
3. Select 'Utility Items' and click Add Utility Item.

4. Select 'Open CTI Softphone' and click Save.

Classic-Specific Configuration

The following instructions are required for Salesforce Classic only.

View History

1. Search for and select 'Task Page Layout'.
2. Click Edit.
3. Click Custom Console Components.
4. Add the View History item to the page layout. We recommend you add it to the Subtab Components section and to the left or the right sidebar.

5. Set the Type to Visualforce Page.
6. Click the Search button next to the Component field and select 'View History'.
7. Set the Width px and the Height % according to your screen layout.
8. Click Save.

Match Interaction

The following example shows how to add the Match Interaction component to an Account, but it can be added to any object.

1. Search for 'Page Layouts' and select the option under Account. (Replace 'Account' with the object you want to use with the match interaction object.)

2. Click Edit.
3. Click Custom Console Components.
4. Add the Match Interaction item to the page layout. We recommend you add it to the Subtab Components section and to the left or the right sidebar.

5. Set the Type to Visualforce Page.
6. Click the Search button next to the Component field and select 'Match Interaction'.
7. Set the Width px and the Height % according to your screen layout.
8. Click Save.

Case Field Sets

Note: these steps are required only when cases have been enabled for the DTA integration. If cases have been enabled, the following steps apply to both Salesforce Classic and Salesforce Lightning.

Case field sets may be customised to reflect your organisation's requirements.

1. In Salesforce Classic, search for and select 'Field Sets'. In Salesforce Lightning, click Object Manager, then click Case, then click Field Sets.

2. Click Agent Desktop Case to display the available field sets.

3. Add or remove the fields in the field set as required.

For more details about editing field sets, please refer to the Salesforce document Creating and Editing Field Sets.