TrustVault SalesForce Connector ISV review

TrustVault Messaging Intelligence
Installation and Configuration
Preference
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The Salesforce connection to TrustVault provides an overlay of communication
activity onto existing accounts, opportunities, contacts and leads.
Additional features (not available to trial/PoC customers ) identify parallel
communication, allowing discovery of new leads and surfacing of previously hidden
communication
The following slides aid the installation and configuration of the TrustVault
application in Salesforce.
Please read the administration guide, as it contains important configuration details.
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Help is available from [email protected]
Or refer to the phone numbers listed on the last page
Installation – Before starting
Administration guide section 1
• Pre-requisites
– TrustSphere welcome letter
– TrustVault service
• TrustVault v2.4 or above with a valid SSL certificate installed *
– Salesforce Group edition or above.
– Salesforce free data storage of 2K per contact
– Salesforce free space for the application custom objects and fields *
• Space Setup | Data Management | Storage
• Database restrictions
– Account requires 1 free database external ID
– Contact requires 2 free database external IDs
• Setup | Create | Objects
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SSL certificates must be validated by a Salesforce approved certificate authority
The default self-signed certificates supplied with TrustVault are not valid
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Salesforce limits on custom items will not be impacted by the application as it is an approved managed package. However, limits on
database fields with externalID’s are not excluded and can be exceeded if other packages have already acquired them.
Refer to: How many External ID’s can an object have?
A request can be made to Salesforce to increase the externalID from the 3 limit if needed for Accounts and Contacts
Installation – Finding the application
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Install from the application exchange
– Application is approved and under Salesforce review
– Dynamic licencing and troubleshooting through approved Salesforce ISV program
• Installation provides one licence by default for configuration
• Further licences can be easily provided on request
– Easy update path for application releases and patches
– Administration and user guides are downloadable under the Details tab
Installation – Step 1: Organization
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The package installation is started from the application exchange listing using
the Get It Now button.
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Select to install into a production or Sandbox organisation.
Log into the organisation that the application will be installed into
Click install
During installation a pop-up appears requesting access to a third party website. This
configures access to the TrustVault service. The default setting of midemo service*
will be changed to your TrustVault service in the later configuration.
5.
If NOT using a TrustVault service, refer to the
administration guide section 3.1
Click the yes checkbox to grant access, then click
continue.
6.
* The customer assigned TrustVault server is
configured later in the application setup.
All TrustVault to Salesforce communication uses a
Salesforce approved SSL certificate to ensure
security of information transfer.
Installation – Step 2: Security
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Security controls for the package
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You can configure individual users access to the application and any TrustVault
information. As the application complies with all existing Salesforce security
settings, the defaults can be used and individual user access granted later.
You can configure which users have default access to the application. Users can
always be (dis)allowed access from setup | installed packages at any time.
Installation – Step 3: Installation
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Installation process
1.
The installation is now configured and can be started by clicking install
2.
Salesforce will start the
installation.
3.
Once the installation is complete the application (TrustVault Salesforce Connector)
can be accessed using the Salesforce App menu.
Installation – Step 4: Connection
Administration guide section 3.2.2
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TrustVault service connection
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Salesforce needs to be informed of the connection to the TrustVault service.
Navigate to Setup | Security Controls | Remote Site Settings
Edit the LogiQ Remote site
Change the Remote Site URL from https://midemo.logiq-asp.com to the URL
detailed in the Welcome letter.
Ensure the Active checkbox is ticked.
Save the settings
• Do not check the Disable Protocol Security box, as this will mean that communication with the TrustVault service is not
encoded and is therefore vunerable.
• It is possible to use un-encoded HTTP, but this is not recommended as data is transferred un-encoded.
Installation – Step 5: Initialization
Administration guide section 2.3
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Application Initialisation
In order to retrieve the correct communication information from TrustVault for each account, the
application needs to scan all the accounts to compile a list of email domains from the existing account
contacts. This is a one-time only activity.
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2.
Select the TrustVault Salesforce Connector from the app menu
Select the Configuration Setup tab
3.
Click the start button to commence the initial scan
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The length of the scan is dependent on the number of accounts in the organisation. It can be
safely left to complete as it does not update any existing records.
Once the scan is completed, the page will refresh and the TrustVault login configuration
settings are displayed.
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If some accounts cannot be scanned or are not-updateable then a warning is shown with an
option to skip a re-scan. These accounts will not be updated with TrustVault information.
The scan can be retried, but if the warning persists then continue with the installation and contact
[email protected] to investigate the underlying issue.
Configuration
Administration guide section 3.2 to 3.2.3
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Login Configuration
The application communicates with a TrustVault service, periodically retrieving communication activity
information. The TrustVault access settings are detailed on the TrustSphere welcome letter.
1.
2.
Select the TrustVault Salesforce Connector from the app menu
Select the Configuration Setup tab
3.
Enter the username, password from the Welcome letter, the URL will be the same
as entered for the remote site, plus an additional path /api/api.fcg?data=,
e.g. https://mycompany-tvms.logiq-asp.com/api/api.fcg?data=
Press Save
Press Test to ensure the connection settings are correct, if communication with
TrustVault cannot be establish check the settings and SSL certificates are valid.
Press Next.
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6.
Configuration
Administration guide section 3.2.4
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Application Configuration
TrustVault information can be requested to be Included or Excluded from Salesforce ensuring sensitive
information never leaves TrustVault.
NOTE: Detailed instructions for these settings are described in the administration guide.
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Organization Domains : This defines your local email domain(s), and must be
configured the same as the TrustVault service.
Exclude domains : A list of domains that should not be retrieved
Exclude addresses : A list of addresses that should not be retrieved
Administrator email : An email address for the administrator to receive alerts
Feature Code : A code that enables features (detailed in the welcome letter)
Message History: The number of messages to be displayed on a single page
Once these settings are updated, ensure SAVE is used
Configuration
Administration guide section 3.2.5
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Application Configuration
TrustVault information is requested periodically and communication information updated. The update
period and the type of information can be configured.
NOTE: The detailed instructions for these settings should be considered after reading the section in
the administration guide.
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Synchronize: How many days of past activity information should be retrieved
Scheduler Interval: The period of time between information refresh
Time Offset: How much time is the communication information delayed before
reaching TrustVault (detailed in the welcome letter)
Context: What TrustVault information can be considered for refresh (detailed in the
welcome letter)
Discovery: Should Salesforce contacts, or all communication activity be refreshed
(enabled by feature code)
Purge: Should inactive communication enable TrustVault information to be
removed from Salesforce to recover data space
Once these settings are updated, ensure SAVE is used
Configuration
Administration guide section 3.2.6,3.3
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Application Status
Status of communication can be shown by coloured status indications. The thresholds for each colour are set
once for all indicators to ensure consistency across all pages and reports.
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Higher range : communication on or before shows as green
Moderate range : communication after Higher range but on or before shows as orange
Lower ranges : communication after Moderate range but on or before shows as Red.
Communication after shows as black.
Once these settings are updated, ensure SAVE is used
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Synchronisation
To start the synchronization of information from TrustVault, Press the SYNC Now button.
Once the first synchronisation is completed, an email will be sent to the administrator.
The status of the application synchronization is shown as:
1.
Accounts Synched: Ticked when TrustVault has refreshed account information..
2.
Opportunities Synched: Ticked when TrustVault has refreshed opportunity information
3.
Scheduled Sync Job : Provides the job ID of the refresh scheduled job
Administration
Administration guide section 3.4
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Application administration
The application provides an application reset page, to allow an administrator to control the application
and recover from synchronisation issues.
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2.
Select the TrustVault Salesforce Connector from the app menu
Select the App Reset tab
1.
Reset Requests : Will re-enable TrustVault requests for message history or ondemand refresh of TrustVault information. This is used if TrustVault communication
has been interrupted.
Reset Synchronisation: Will re-enable periodic refresh of TrustVault information if
the scheduled job has been deleted or interrupted
Resync Information: Will request that the next refresh contains new and old
communication information, if expected information is considered missing. Or the
inclusion and exclusion configuration has been updated.
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Administration
Administration guide section 3.4
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Application Reset
The application provides an application reset page, to allow an administrator to return the application
to an initial state.
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2.
Select the TrustVault Salesforce Connector from the app menu
Select the App Reset tab
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Abort Batch Jobs: Will abort ANY active batch jobs in the organisation
(Use with caution as this affects all applications)
Remove Scheduled Jobs: Will delete ANY scheduled APEX jobs in the organisation.
(Use with caution as this affects all applications)
Cold Reset Application: Returns the application to the initial configuration state.
Will delete all TrustVault communication information but retain the application
configuration information. Initial synchronisation will be re-enabled.
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Note: All application information is removed when the application is un-installed.
Providing TrustVault Information to Users
Administration guide appendix D
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The application does not create default page layouts, allowing the Salesforce
administrator the freedom to decide what type and level of detail is visible to users.
To achieve the most benefit from the application, it is key to modify or create new
page layouts to provide the messaging intelligence information to relevant users.
The administration guide appendix D, pages 39 to 53 are recommended best
practices for page configuration
On installation ONE licence is provided to allow setup and configuration.
Please contact TrustSphere to obtain further licences for Users.
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Contacts : Summary of communication information for each contact. List of individual
communication with the contact. (pages 39-42)
Accounts : Summary of latest communication for each account. List of latest individual
communication for each account contact. List of other individual communication with
account. (pages 42-44)
Opportunities : Summary of latest communication for each opportunity. Summary of
latest individual communication for each opportunity contact role. (pages 44-45)
Leads: On-demand request of communication with a lead. List of individual
communication with the lead. (pages 45-46)
Style tip : Add a new section to the page layout and name it ‘Relationship Intelligence.’ Pull the
new application fields into the pane, to group relevant information together.
Enhancements (Enterprise and Unlimited editions)
Workflow rules and Alerts
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Email Alerts
Workflows are a valuable tool that can provide email alerts when critical information changes.
Setting up a customised workflow alert is straightforward (see this video )
For example, setting a workflow rule to send an alert when contact has not been made with an account.
1. Navigate to Setup | create | Workflow and Approvals | Workflow rules
2. Click New Rule
3. Choose the Account Object and click Next
4. Add a rule name and a description
5. The rule needs to trigger only when the criteria is met, so select the created, and any time it’s edited to
subsequently meet criteria option
For this example, we can use a formula to evaluate when to trigger the alert, this leverages the ‘last
communication date’ field amongst many others that the application adds.
The formula is : AND((NOW()-trustvault__LastCommunicationDate__c <= 20 ), (NOW()trustvault__LastCommunicationDate__c > 10 ))
Which evaluates to true if the last communication with the account was greater than 10 days and less than 20
days ago
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7.
Add a Workflow Action to send a New Email Alert to the Account Owner as the email recipient.
Your alert is now created and can be activated as required.
Contact Details
Australia
Level 9, Avaya House
123 Epping Road
North Ryde NSW 2113
Sydney
Tel: +612 8875 7919
Fax: + 612 8875 7920
Japan
Kanda I.N. Building
2nd Floor 2-17-3
Kanda-Sudacho, Chiyoda-ku
Tokyo 101-0041
Tel: +81 3 5294 6065
Fax: +81 3 5294 6066
United Kingdom
Vicarage House
58-60 Kensington
Church Street
London, W84DB
Tel: +44 207 368 3444
Fax: +44 207 692 4759
USA
1330 Avenue of the Americas
23rd Floor
New York, NY 10019
Tel: +1 212 653 0652
Fax: + 1 212 653 0650
Singapore
3 Phillip Street
#13-03 Commerce Point
Singapore 048693
Tel: +65 6536 5203
Fax: +65 6536 5463
www.trustsphere.com

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