Concepts for the Salesforce Object Routing Server

The following sections explain key concepts for the Salesforce Object Routing Server (SORS).

• Email interaction form

• PushTopic

• Trigger and custom object

Email interaction form

With the Salesforce Object Routing Server, case information is converted to a CIC email interaction for ACD routing. Typically, when an agent selects an email interaction in Salesforce, an email interaction form dialog appears on the agent's screen.

The Salesforce Object Routing Server creates a screen pop for the Salesforce case and automatically suppresses the email interaction form. This behavior does not affect other email interactions created outside the Salesforce Object Routing Server.

PushTopic

A PushTopic is a Salesforce object that notifies listeners, such as the Salesforce Object Routing Server, about changes to an object.

Trigger and custom object

In Salesforce, once a case has been created, a trigger (event) is fired. A trigger listens for the creation of a case. After the trigger learns that a new case has been created, the trigger pulls certain data from the email and pushes it into a custom object (table).

Note: Currently, the trigger for the Salesforce Object Routing Server can only create and update a custom object; the trigger cannot delete an object.