Qualio will communicate with Salesforce as a Connected App using Rest API. As such, customers must have a Salesforce edition that supports API.

Setup and Configure the Events Integration

We recommend a short call be scheduled with your Salesforce Admin and Qualio Engineers, to walk through the setup and configuration, and to answer any questions that may arise. Prior to that meeting, it is best to have the following pieces of information sorted out:

  • Which Qualio Event template will be used for Imported Events?

  • What is the triggering event to push data into Qualio?

    • Example: When a case is created and/or modified where Case Record Type equals “Quality”, and Case Reason equals “Complaint”.

  • Who will be the assigned owner of newly imported events?

    • A single user must be identified, who can then triage events in Qualio and make assignment adjustments.

  • What frequency should Qualio query your Salesforce for new events?

    • Default is 5 minutes.

Steps to Setup and Configure

  1. Create an event template in Qualio for imported events with field mappings.

  2. Create and configure a Connected App in Salesforce.

  3. You will need to create an API Only Profile User in your Salesforce instance.

    The Qualio Integration will connect and perform actions with this user account.

  4. Securely share the ‘Customer Secret’ and ‘Customer Key’ with Qualio.

    In order to read and process data from a customer’s Salesforce instance, Qualio will need the ‘Customer Secret’ and ‘Customer Key’ and will securely store these in AWS Secret Manager. These should only be shared with a confirmed Qualio employee.

  5. Qualio Engineers confirm authentication and configure data to be synced to Qualio and when.

    Once authenticated, Qualio engineers will create a configuration file that encompasses the parameters of what to import, the template to be used, who events should be assigned to, and the frequency of query.

  6. Test connection/sync.

    You can now create a few test events in Salesforce and confirm receipt in Qualio. Validate that required case data has been synced accurately to the Qualio event. Notify Qualio engineers of any success or failures.

Any change requests to initial parameters will need to be submitted to Qualio’s Support Team. Send an email to support@qualio.com or chat live with a support technician to start that process.


Create or Update an Event Template for Imported Events

You can either create a new event template specific to imported events or modify an existing template. Templates will need field mappings where Salesforce data will be inserted. A field mapping uses curly brackets {{ }} and the Salesforce API field name. See the image below that compares what the template looks like with field mappings against what an imported event looks like with the Salesforce data.

If no Salesforce data exists for a field mapping, then nothing will appear in that space. Mappings to both standard and custom fields can be used, and there is no restriction on the type of field (dropdown, formula, text, etc.).

SUGGESTION: Leverage tables to organize your event data where column A is the field name and column B is the field value.


Create and Configure a Connected App in Salesforce

A Salesforce Admin will need to create and configure the Connected App in Salesforce. This must be completed in order to generate the “Customer Secret” and “Customer Key”.

  1. From the Setup Menu, browse to the App Manager and click the button to Create a New Connected App.

  2. Enter the details below in the Connected App fields provided, then click Save.

    1. Connected App Name: Quality Events App (or something that makes sense for your organization)

    2. Contact Email: (Someone in your organization with knowledge of this integration)

    3. Enable OAuth Settings: checked

    4. Callback URL: https://localhost

    5. Selected OAuth Scope: Manage User Data via Web Browser (web)

    6. Require Secret for Web Server Flow: checked

    7. Require Secret for Refresh Token Flow: checked

  3. Browse to Apps > Connected App > Manage Connected Apps, then click to Edit the newly created Quality Events App.

  4. Change IP Relaxation dropdown to Relax IP restrictions, then click Save.


Viewing Imported Events

Once your Salesforce cases/events begin to populate in Qualio, users will be able to easily find the events by either selecting the Event Type (if a unique event template was created for imported events) or by selecting “Imported” from the Issue Status dropdown on the Events Reporting page.

When a newly imported event is first viewed in Qualio, the event fields and data will appear grayed out to indicate that the viewer has not made changes to the imported event. You will also find, on this initial view, all the Salesforce fields and related data for the case record on the right-hand side of the event window.

The event owner can then triage the event by clicking the “Open” button to edit or update the event, or “Change Owner” as needed.

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