Sharpen’s Salesforce integration gives your front-line customer service teams a streamlined, Single- Customer View experience, through real-time synchronized data and omni-channel tools embedded in the Salesforce Console and Lightning interfaces.
This integration is “out of the box”—meaning you simply have to point the two applications toward each other. You’ll just need your Salesforce Username, Password, and Security Token.
The integration will have the same access and editing abilities as the username you enter. Therefore, we recommend this be a Salesforce Administrator.
To begin, navigate to the Sharpen Store in the upper-left menu. Then, select the Apps tile.
Select the Salesforce Integration tile and click the Configure and Install button for either the production or sandbox version of the package.
This will launch the integrations page to enter your Username, Password, and Security Token.
Note: If you do not have the security token, you can reset it in Salesforce via Setup > My Personal Information > Reset My Security Token for the user linked to the integration.
Once the information is verified, you’ll need to install the Sharpen CTI Package for your specified users.
Next, select the Salesforce Objects that you want to import. Once these objects are mapped, the Sharpen and Salesforce APIs will maintain a bi-directional, real-time data sync.
After the setup is complete, you should see the Success banner.
Troubleshooting Connection Issues
There are a couple different problems you might be running into, in the event that you’re seeing this error message after clicking on the “Verify” button:
Ensure that your Sharpen and Salesforce environments match! If you’re trying to connect to a Salesforce Sandbox system, the Sharpen environment must also be of the Sandbox variety. This can be verified by simply logging into Sharpen and ensuring you see this banner at the top of the page:
If you’re still seeing the verification error and you’re positive that 1) the credentials are valid and 2) the environment type matches, check to make sure there is at least 1 contact added within your SFDC sandbox.