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Requirements for the Salesforce Object Routing Server

Platform requirements

The Salesforce Object Routing Server supports only Windows servers. (Windows Server 2012 and Windows Server 2016)

CIC requirements

  • A running Customer Interaction Center (CIC) server

    Note: The Salesforce Object Routing Server requires a CIC server 2018 R4 or later.

  • A user with rights to:

    • View, Modify, Monitor, and Search for all Workgroup Queues
    • View, Modify, Monitor, and Search for all Station Queues
    • View, Modify, Monitor, and Search for all Line Queues
    • View, Modify, Monitor, and Search for all User Queues
    • View access for all Workgroups

    Note: Standard CIC agents do not need special permissions to use the Salesforce Object Routing Server.

Salesforce requirements

  • Email-to-Case enabled in your Salesforce organization

    Note: Under Build in Salesforce, select Customize > Cases > Email-to-Case.

  • A user with administrator rights in Salesforce who:

    • Can access the cases that the queue owns

    • Use the API

    • Has appropriate access to PushTopics

  • Agents need:

    • Access to cases

    • To be members in a queue

    • A Salesforce integration client (PureConnect for Salesforce)

    • To provide Permissions "Read, Create, Edit and Delete" in the same profile to that the agent belongs

    • Note: Salesforce agents can use the standard (default) user profile in Salesforce.

License Requirements for the Salesforce Object Routing Server

For premise customers to take the benefit of email-to case routing using the SORS app, the license required is:

  • Salesforce Object routing server (PK-510-4.0-SORS)

For Subscription and Subscription-Concurrent customers, the email to case feature is bundled with following licenses respectively:

  • Salesforce.com Packaged Integration Add-on – SUB (CS-012-NV-SFIA-SUB)

  • Salesforce.com Packaged Integration Add-on Concurrent – SUB (CS-012-NV-SFIA-C-SUB)

Note: Existing premise customers with Salesforce Object Routing Connector (PK-510-4.0-SORB) can use the SORS app without need of buying new licenses.