Amazon, Apple, Google, etc all trillion-dollar companies, what do they have in common? Their obsession for customer service & keeping customers at the center of your business.
It’s not only about trillion-dollar companies, but also medium and small businesses, if they want to succeed in this comparative market, they need to make sure customer service is at the heart of their business.
If I ask you a question, which technology gadget you cannot live with ? That’s your mobile phone and it is pretty much possible that you are reading this blog post right now on your mobile device.
So, if you are a customer and you have some issue, what are some of the options that you would like to use to contact companies? Phone calls are great but the problem is its real-time communication and you need to be on call with a customer representative and cannot do multi-tasking.
The email could be another option, but spammers, marketers they have flooded our email box and to be honest, I hate opening my emails, there are tons of unread email every day.
So, what point I’m trying to make here? I’m indirectly talking about channels and ways customers can try to connect to the company if they face issues. Phone & emails are out because of some reasons mentioned above. The few options which are left are Social media, Live chat, or SMS. Customers can do multi-tasking while using all these channels. They don’t need to be on call for 30 mins or 1 hour to get issues resolved.
That brings us to our blog post title, how can we use SMS in Salesforce to enable customers to reach out via text message? Today, we have lots of options like AppExchange products, Live Message and then there is the new kid on the ground – Digital Engagement.
Salesforce provides many ways to integrate with external systems like SOAP, Rest, Bulk API, User Interface API and so on. One of useful way to integrate any existing web applications with Salesforce is using Canvas.
For sake of this post, I’m using Nodejs application and complete source code can be found here , on my Github repository. It can be deployed on Heroku easily, however I used my local computer to run canvas. That also proves point that integration is happening via Browser and therefore canvas application can be hosted on premise and not necessarily on DMZ layer.
Step 1 : Create Connected App in Salesforce
Enable OAuth in Connected app and provide any Callback URL. Canvas app does not use callback URL however we DO NEED scope.
Next step would be enabling canvas app itself connected app along with locations where we would be using it.
Salesforce supports many Auth Provider out of the box, which can be used as Identity provider. Some of the examples – Facebook, Google, Github, Salesforce, OpenId Connect , Linked In and Janrain.
If you are in need to use Wechat , Yahoo or some other social account like Microsoft, don’t get disappointed. Even if they are not available out of the box as Auth Provider in Salesforce , Salesforce has provided magical box Janrain. Janrain supports vast list of social platform which can be used as Identity provider for your Salesforce instance.
How Janrain is different compared to other SSO solutions for Salesforce
If we configure Identity provider for Salesforce using Single Sign On or Auth Provider, those options will appear on Login Salesforce page as a button (shown in below image).
If you are new to Microsoft Azure, you can get free trial access however you might need to provide Credit card details to use few features. You would not get charged because we get $200 worth credit for new Account that can be used in a span of year.
I was not able to use Azure’s Active Directory SSO for Just in Time (JIT) provisioning. Rather, it connects to Salesforce and creates user whenever user is provisioned in Active Directory, just like Identity Connect
Security token is mandatory. In case if you have IP login range then we don’t get Security token. To fix this, we can divide our password to have some value in Security token. As final password anyways is Password + Security Token. Shown in below image
When we assign any user to Enterprise application (in our case its Salesforce), we need to map profile to the user.