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Workflow for the Salesforce Object Routing Server

The following is a common workflow using the Salesforce Object Routing Server. The Salesforce Object Routing Server is a Node.js application which uses the IC Web Services API to create an interaction through a custom handler.

Note: We recommend that you install the Salesforce Object Routing server on the CIC server. You can install the SORS on a separate server. A separate SORS server requires a proxy server between the SORS server and Salesforce. Also, SORS has a one-to-one relationship to the CIC server. You need one SORS for each CIC server; either as separate SORS servers or installed on each CIC server.

  1. A customer sends an email.

    1. Salesforce receives the email and creates a case.

    2. The managed package detects the newly added case. If the case is in one of the monitored Salesforce queues, the managed package adds the case to a routing table.

  2. The managed package alerts the Salesforce Object Routing Server of the new entry in the routing table. The managed package forwards information about the case, the CIC workgroup to which the case is assigned, and the skills for the interaction.

  3. The Salesforce Object Routing Server raises a custom notification, which fires a handler on the CIC server. The handler creates the email interaction and assigns it to the CIC workgroup.

  4. The ACD engine routes this email interaction to an agent who is using a Salesforce integration. The integration screen pops the case in the agent’s browser.

  5. ICWS notifies the Salesforce Object Routing Server that an interaction was successfully created.

  6. The Salesforce Object Routing Server marks the entry in the routing table in Salesforce as processed.

  7. The agent replies to the customer within Salesforce.

  8. The managed package adds the updated case to the routing table and alerts the Salesforce Object Routing Server of the new entry in the routing table. The managed package forwards information about the case, the CIC workgroup that the case is assigned to, and the skills for the interaction.

  9. The Salesforce Object Routing Server detects the reply and tells ICWS to disconnect the interaction.

  10. The Salesforce Object Routing Server marks the entry in the routing table in Salesforce as processed.