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Integrating Cisco Cloud Collaboration with Salesforce Cloud CRM to Digitize Customer and Sales Workflows


November 6, 2017 - 0 Comments

Creating an integration between two software platforms sounds complex, right? Well, it can be much easier than it looks. In this blog, you can have Salesforce Cloud CRM tightly integrated with Cisco Webex to digitize customer and sales workflows, bringing together experts, customers, data and workflows into a seamless, powerful real-time collaboration experience.

Cisco Spark and Cisco WebEx are now Cisco Webex Teams and Cisco Webex Meetings, both part of Cisco Webex for Salesforce. The new Cisco Webex experience in Salesforce will be rolled out to customers in late 2018. Until then, set up screens, help articles and the user interface will have references to Cisco Spark and Cisco Webex.

What is Webex Teams?
Webex Teams is a collaboration tool to manage people, spaces, messages, teams, roles, admin, and more. You can chat with people, video call with an individual or your entire team, or connect via voice/VoIP. Developers can easily integrate solutions with Webex Teams via the Webex Teams REST API – for example to add Webex Teams messaging features to an app user interface, or to automate sending Webex Teams messages to rooms based on business system or real-world events.

So what exactly is Webex Teams for Salesforce?
Cisco Webex for Salesforce  – a joint development effort – is now available. Watch the video here, or check out the blog by Jason Goecke.  This solution puts essential collaboration tools in the hands of users directly within Salesforce. It’s turnkey and intuitive, allowing you to gain user value from day one. If you’re in Salesforce, then you now have a free and ready-to-use solution that provides

  • High-quality video calling
  • Group messaging with advanced features including file sharing, read receipts, and message deletion
  • Visibility of user status
  • Other tools designed to improve your effectiveness

These capabilities integrate smartly into the Salesforce interface. Simply hover over another user’s name to send a message or start a video call. Link group messages right inside relevant Salesforce records to keep things streamlined. Have multiple ongoing discussions to multitask as you move between different records.

Let’s say a sales person is talking to customer support and needs to document it. You can save records of your conversation. The Webex Teams Widget is easily accessed on the utility bar.

The integration is designed to be very easy for a Salesforce admin to set up.  No APIs or development work is needed.  Just follow these steps to get started quickly.

Step 1: Enable Cisco Webex Widget

Go to Setup -> Platform Tools -> Feature Settings -> Cisco Webex

 

 

You can also use the Search function to find Cisco Webex.

Click on the button and Enable Cisco Webex Teams Messages and Meetings.

 

You can find more helpful tips on the help page for Salesforce.

Step 2:  Create a new permission or edit an existing one, and add the Cisco Webex Conversation permission

Create a new permission or edit an existing one and add the Cisco Webex Teams Conversation permission. You can find this on Setup -> Administration -> Users -> Permission Sets.

 

Step 3: Add System Permissions

In the Permission set, navigate to System Permissions towards the bottom of the page. After enabling Cisco Webex on Step 1, you’ll now see “Cisco Webex Teams Conversation” on the list of system permissions.

Edit the page, checkmark and enable Cisco Webex Teams Conversation, and save the permissions.

 

Step 4: Add User Permission

Now, we will enable the permission set for one or multiple users. Still in the Permission Set, click on Manage Assignments.

Go to Manage Assignments under the specific permission and select the users for which you want to enable the permission for Cisco Webex Teams.

 

At this point in time, the hover to message or video call with a colleague feature is enabled automatically; no additional set up required.

 

Step 5: Add Cisco Webex Teams to Your Utility Bar

Go to Set Up -> Apps -> App Manager -> Sales (LightningSales type) -> Edit -> Utility Bar (3rd tab).

Click on Add and search for Cisco Webex Teams. When you click on Save, you will be able to view the Cisco Webex Teams button in your utility bar.


Not only can you have Webex Teams integrated with your Salesforce instance, you can use the SDK to integrate it in any web app you are using. Check out our learning lab about how to integrate Webex Teams video into your web app.

Step 6: Adding Webex Teams Components to the UI

To add Webex Teams components to your UI, follow these steps:

Go to the Sales view -> Contacts -> Open a Contact -> Click on Setup Icon -> Edit Page

  • Conversation

Enable 1:1 video call and messaging feature for Salesforce record pages. Go to Lightning App Builder and drag/drop the Cisco Webex Teams Conversation component anywhere you want in the UI


Tip: The component is best used for leads, contacts, or anywhere that 1:1 communication is desired

  • Spaces

Enable Cisco Webex Teams spaces in Salesforce record pages. Go to Lightning App Builder and drag/drop the Cisco Webex Teams Group Conversation component anywhere you want in the UI.


Tip: Best utilized in places where group spaces are needed such as Opportunities or Accounts

Step 7: Connect Webex Teams

For all Salesforce users, by clicking on “Connect Your Cisco Webex Account” at the top of the page you will be prompted to login to your Webex Teams account.

If you do not have an account, you’ll be able to create an account on that page.

Go to your “Contact” page and open up a contact. You can now open up a Webex Teams Chat Message or Initiate a Video Call with the user. If they do not have a Webex Teams account, it will send them an invite to create an account. The contact will be able to use the Webex Teams application, mobile application, or web application.

Note: You can also enable Webex Teams via User settings and searching for Cisco Webex.

For further assistance you can go to Salesforce Help

Want to get involved with Cisco DevNet? Start Developing Today!

  • Join DevNet / Get a Webex Teams account
  • DevNet Webex Community
  • DevNet Learning Tracks and Labs virtual, DevNet Express and Cisco Live irl
  • Webex 4 Devs
  • 24×7 developer support via Webex Teams or email
  • DevNet Creations / Webex Team App Hub

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