Salesforce Integration
- James Graham (Deactivated)
- Brendon Newell
- Josh Daugherty (Deactivated)
- Mack Baczynski
Overview
Sharpen’s Salesforce integration gives your customer service teams a streamlined working experience; merging the Sharpen Q application and Salesforce management system into a singular interface.
This integration is “out of the box” — meaning you simply have to point the two applications towards each other. You’ll need your Salesforce Username, Password, and Security Token to complete the setup process.
The integration will have the same access and editing abilities as the username you enter. Therefore, we recommend this be a Salesforce Administrator account.
Installation
The package installer for Salesforce is accessed from the Sharpen Store page.
Navigate to the top left of the Sharpen application. Click on the hamburger menu and select Sharpen Store. Then, click on the Apps button.
Then, click on the Salesforce integration button.
Click on the Install link (not the blue Configure and Install” button) for the Salesforce managed package. Be sure to click on the link that matches the Salesforce instance type that you want to connect.
There is a compatibility difference between Sandbox and Production accounts. Due to the way that Sharpen and Salesforce integrate with one another (passing information back and forth with a specific service account) you cannot operate a mixed environment.
A Sandbox Sharpen instance will only work properly when paired to a Sandbox Salesforce account; likewise for Production systems. You cannot point a Production Sharpen system at a Salesforce Sandbox URL - the systems will not be able to talk with each other properly!
Clicking on the appropriate link will launch the integrations page where you’ll be prompted to enter your Salesforce 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 with one another.
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.