Integrate the MXO SDK for CRM with Salesforce Core

The MXO SDK for CRM provides the widgets required to display data from MXO in the Salesforce Core interface. These widgets provide the ability for Salesforce Core users to view insight on customer behavior, journey context, captured data, and conversation recommendations for customers that are recognized in MXO. The following widgets are available out-of-the box:

  1. Next Best Conversation. Displays the Next Best Conversation (NBC) to have with a customer, as recommended by MXO.
  2. Customer History. Provides a list of a customers recent interactions across your organizations Touchpoints.
  3. Single Customer Journey. Provides a visual display of the customers context in the journey for any Propositions in which they have shown an interest.
  4. Adaptive Engagement Profile (AEP). Displays the dynamic data MXO stores about a customer in the AEP.

Deploy MXO SDK for CRM in Salesforce

Install the MXO SDK for CRM in your Salesforce Core environment to enable communication with MXO. The MXO SDK for CRM creates a package of components, comprising of two objects and six fields.

Note: The MXO SDK for CRM is intended to be deployed only within a trusted environment.

After installing the MXO SDK for CRM, ensure you configure the ONE_Setup settings object to point to the correct MXO server. You will need to provide a number of details about the server to complete this step.

For information about locating these details, see Find the Information required to integrate MXO with my Environment.

Deploy and configure the MXO SDK for CRM

  1. Login to your Salesforce instance and in a new browser tab navigate to the following link:https://login.salesforce.com/packaging/installPackage.apexp?p0=04t2M000002axg0
  2. Select the users for which you want to install the MXO SDK for CRM:
    • AdminsOnly
    • AllUsers
    • SpecificProfiles
  3. After the installation completes, switch to your Salesforce tab and navigate to Setup > Custom Settings.You should see the ONE_Setup settings object in the list.
  4. Click Manage and in the following screen click New.
    ONE_and_Salesforce_integr-011
  5. Provide details for all required fields:
    FieldDescription
    LocationUser or Profile that will have access to the MXO Adapter for Salesforce solution.
    Client IDThe OAuth 2.0 Client ID for your MXO tenant.Available in the main MXO UI.Go to Admin Settings > API Credentials and click View Credentials for the user for whom you want to view the Client ID.
    Client SecretThe OAuth 2.0 Client Secret for your MXO tenant.Available in the main MXO UI.Go to Admin Settings > API Credentials and click View Credentials for the user for whom you want to view the Client Secret.
    API UsernameNot required. Leave blank.
    ServerThe server address for your MXO tenant.Typically, this is callout:na5 or callout:eu2.For more information about finding your server address, see Find the Information required when Integrating MXO with Other Solutions.
    Site KeyThe site key of your MXO Space. Available in the main MXO UI.Go to Configure > MXO Tag and scroll down to the Site Key section.
    TouchpointThe base URI of your Salesforce Touchpoint in MXO.For example, assisted://callcenter
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  6. Click Save.

Create Visualforce Pages for MXO SDK for CRM Widgets

After installing the MXO SDK for CRM, create a Visualforce page for each widget.

Note: We recommend creating a separate page for each widget.
  1. Navigate to Develop > Visualforce Pages.
  2. Click New.
  3. Provide a Label and Name for each new page.For example, MXO Customer History.
  4. Use sample code provided by us for the Visualforce mark-up. Ensure that your mark-up:
    1. Has the 'standardController' parameter set-up as per the object that will contain the widget. For example, Contact.
    2. If you are using a key other than the default 'customerkey', edit the 'customerKeyName' parameter.
    3. The 'customerKeyName' parameter retrieves the correct identifier from the object where the widget will exist.
    4. Select the Available for Lightening Experience check box.

ONE_and_Salesforce_integr-015If you need to pass a specific type of key to MXO (where using multiple keys) edit line 2 of your Apex code, inserting a 'customerKeyName' parameter, as shown in following example:

ONE_and_Salesforce_integr-017

Include MXO SDK for CRM Examples in Entity Layout

In this example, we will be inserting the MXO SDK for CRM Examples into a Contact entity page. In other scenarios, you could do this for different entities such as Account, Lead, or Opportunity, or for a custom object.

  1. In Salesforce navigate to the page of your object and click on 'Edit Layout' in top right-right hand corner of the screen.
  2. From Layout options create section for each widget and insert the Visualforce pages there.
  3. Edit the height container for each widget and add a scrollbar if required.
    ONE_and_Salesforce_integr-019
    The resulting page should look something like the following example:
    ONE_and_Salesforce_integr-021