Example

A customer uses an online complaint form to contact their insurance company about an issue with their insurance policy. MXO opens a support case in Salesforce, detailing the customer’s issue. A call center agent contacts the customer to discuss their complaint and MXO provides the call center agent with the next best conversation for that customer, based on the fact that the customer is unhappy. The next best conversation offers the customer a 15% discount if they decide to renew their insurance policy.

SOQL Queries

The Salesforce Data Adapter uses SOQL Queries to specify which data attributes to retrieve from your CRM and pass to MXO.

How Do I Build SOQL Queries?

We recommend using a query builder to build your SOQL queries. Salesforce Developer library, for example, offers a Force.com IDE solution, that you can use with your existing Eclipse distribution.

SOQL queries must include a reference to the key or keys required by Salesforce. These keys can be:

• Any captured attribute, selected from the Select the attribute to use as a key drop-down, or
• Any key attribute configured by you for your Space. Key attributes must be referenced by their API name.
  Note: Key attributes must be referenced by their API name. You can find the API name for an attribute on the Customer Attributes page. Simply go to Configure > Customer Attributes.

Example SOQL Queries - single key used for lookup

Customer with Product Information

Select c.id, (Select Id, ContactId, AccountId, ParentId, RootAssetId, Product2Id,
IsCompetitorProduct, CreatedDate, CreatedById, LastModifiedDate, LastModifiedById,
SystemModstamp, IsDeleted, Name, SerialNumber, InstallDate, PurchaseDate,
UsageEndDate, Status, Price, Quantity, Description, LastViewedDate,
LastReferencedDate From Assets) From Contact c where c.id = '{key}'

Customer with Cases - including Case Status

Select c.id, (Select Id, Type, Status, Reason, Priority, Description From Cases)
From Contact c where c.id = '{key}'

Filtered Sub-list

For example, customer with cases that have the status "Closed"

Select c.email, (Select Id, Type, Status, Reason, Priority, Description From Cases 
where Status!='Closed' ) From Contact c

Example SOQL Query - multiple keys used for lookup

Select id, firstname,lastname from Contact where id = '{sfid}' or email = '{email}'

Data Adapter Timeout Period

Requests from the Salesforce Data Adapter are configured to timeout after 2 seconds. If MXO does not receive a response to a request within 2 seconds, the request will fail.

To create a Salesforce Data Adapter

1. In MXO, choose Collect.

2. Select External Data, click Create.

3. Choose Salesforce as the type of Data Adapter you want to add.

4. Enter a name for the Data Adapter you are adding. Using a descriptive name makes it easier for you and your team members to know when to use the Data Adapter.

5. Enter a brief description of the Data Adapter you are adding and when it should be used.

6. Enter the configuration details that define the adapter's behavior.

   Field	Description
   Select the attribute to use as a key	Select the captured data attribute you want to use as the key for looking up data in Salesforce. Captured data attributes are stored in the Customer Metadata Data Adapter.
   SOQL query	The SOQL query specifying the attributes to retrieve from Salesforce. This query must contain a placeholder for the key or keys required by Salesforce. A key can be any captured attribute, selected from the Select the attribute to use as a key drop-down, or any key attribute configured by you for your Space. Note: Key attributes must be referenced by their API name. You can find the API name for an attribute on the Customer Attributes page. Simply go to Configure > Customer Attributes.
   List	Specify whether or not the returned data is expected to be in list format. You can select Not set, which acts as if No is selected, Yes, the root data model is a list, or No, the root data model is not a list.
   Salesforce environment	The Salesforce environment to which you want to connect. Select either Sandbox or Production. By default, the environment is set to Production.
   Username	The username for the Salesforce environment to which you are connecting. This is the username that MXO uses to access data in Salesforce.
   Password	The password associated with the Salesforce username.
   Security token	The Salesforce security token. In many Salesforce applications, this field implies the password and the security token; for this field, enter just the security token (and not the password).
   Key	The key to use to test the SOQL query associated with the Salesforce data model. The value you provide must relate to a customer record in Salesforce that contains data for all the attributes defined in the SOQL query. Note that you can only use the attribute selected from the Select the attribute to use as a key drop-down to test the Data Adapter. During testing, the attribute is replaced by the value entered in this field.

7. Click Test configuration. This tests and verifies that the new configuration details are valid.

8. Click Apply.

9. Click Save.