About the Salesforce Object Routing Connector

Overview

The Salesforce Object Routing Connector integrates Salesforce with CIC (Customer Interaction Center). The connector automates the process of routing various CRM (customer relationship management) objects (cases) from your CRM to CIC’s ACD engine. The CIC engine intelligently queues these objects based on predetermined criteria. For example, the connector directs emails addressed to Support or Sales to the appropriate support or sales queue based on workgroup skills or utilization.

• Release notes

• How the connector works with Salesforce

• Concepts

• Workflow

• Connector pipeline

• Networking components

Get started

To use the Salesforce Object Routing Connector, access the purchased connector and then set up and configure items for PureCloud Bridge, Salesforce, and CIC.

• Access a purchased connector (login required)

• Requirements

• Set up PureCloud Bridge, Salesforce, and CIC items

Troubleshoot

For any problems with the Salesforce Object Routing Connector, browse troubleshooting information about log files and individual issues.

• Troubleshoot the connector