Knowledge Center

Tenfold Set Up (3 of 4)

Now that your Salesforce environment is configured, you will set up Tenfold.

Tenfold is a critical component of the Salesforce Connector integration. It links the agent's Salesforce session to LivePerson, enabling the messaging experience directly inside Salesforce via the utility item. Without Tenfold, the LivePerson Connector won't work.

These steps will focus on the basic configuration to get you up and running. More advanced feature guides (like Advanced Matching and Advanced Workflows) are available in the Advanced Features section of the Salesforce Connector Knowledge Center (include link).

[STEP 1] Link Salesforce and Tenfold in Tenfold

You are now ready to link your Salesforce instance to Tenfold. This is done in the Tenfold dashboard. To do this, you must have administrator access to your Tenfold account (see prerequisites).

How to:

Login to Tenfold Dashboard
1. For NA & APAC hosted brands: https://dashboard.tenfold.com
2. For EU hosted brands: https://dashboard-eu.tenfold.com
Click Company Settings
Click CRM
Select Salesforce
Select Authentication Type
1. Option 1:
  1. Default: oAuth login
    1. Click "Connect with Production" or “Connect with Sandbox”
2. Option 2:
  1. Credentials
    1. Enter SFDC client id and SFDC Client Secret in the appropriate fields

🚨 You must authenticate using the Salesforce Integration User that has API permissions identified in Step 5

[STEP 2] Enable LivePerson Messaging in Tenfold

Enabling "Messaging" in Tenfold is what activates the core functionality of the LivePerson Salesforce Connector. It links the platforms, authenticates users, and powers the in-Salesforce messaging experience.

How to:

In Tenfold Dashboard
Click Company Settings
Click Messaging
Enter LivePerson Account Id (aka site id)
Enter Tenfold Integration User username

🚨 This is the dedicated user you created in LivePerson. The only function for this user is to connect LivePerson messaging and Tenfold. This user should not be used for anything else, especially not as an agent user. This could lead to the connection between LivePerson and Tenfold not working in unpredictable ways.

Enter Tenfold Integration User password
Click Save

[STEP 3] Add Agent User(s) in Tenfold

In-order to gain access to the LivePerson application in Salesforce, agents must also be maintained in Tenfold. You may either sync all agent users from your Salesforce instance or you may choose to import them from a file. Please reference the following documentation to add, enable and disable agent users.

⚡ The Users screen in Tenfold also includes columns related to the Tenfold Voice products. For Messaging, these are not necessary and can be ignored.

🚨 REMEMBER! Agent Users LOGIN and USERNAMES must MATCH in LivePerson, Salesforce and Tenfold.

How to:

In Tenfold Dashboard, click Users
Choose Method:
1. Import via CSV
2. Synchronize from Salesforce
3. Add manually (non-CRM users)

Option 1: Import Users from CSV

Your file must be in CSV format, which content is separated by commas. See example: https://en.wikipedia.org/wiki/Comma-separated_values#Example

Your file may include headers in the first row.

Click Import
Choose CSV file from your computer
Click Upload
Wait for the upload to complete. The screen will refresh.
Click to Invite Users

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Option2: Synchronize Users from Salesforce

You can add and remove users from your Tenfold account to match the user settings in your CRM at any time using the “Synchronize Users” button. This is a one-directional sync from Salesforce to Tenfold.

How to:

Ensure the users you would like to synchronize with Tenfold Dashboard are enabled in Salesforce
1. Each user in Salesforce must have
  1. Unique username
  2. Unique email address
  3. 🚨Remember! The USERNAME must also MATCH the LivePerson LOGIN NAME email and Tenfold USERNAME. Tenfold requires usernames to be in email format.
Click Synchronize Users
Click OK
Wait for synchronization to complete. Progress window will appear.
1. Once complete, the Tenfold Users screen will refresh
Click Invite for all users you want to enable
1. New users are disabled by default

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Option 3: Add Non-CRM Users Manually

There may be instances where you want to add a user that is not in your CRM. For example, to grant manager or admin access. These users can not be used as agents.

How to:

Click Create User
Complete form

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[STEP 4] Set Up SSO for Agent Users (optional)

You have 2 options for SSO login set up.

Use LivePerson login (bypassing Tenfold login)
1. Default Credentials login requires agents to login to Tenfold as well as LivePerson when accessing Salesforce Connector
Use Identify Provider (i.e., Salesforce, Okta)

Please see the set up instructions available here: (link to SSO set up guide)

🚨If SSO is enabled in your LivePerson account for a subset of agents and you still choose to login with credentials you must be sure to migrate from IDP to SP Initiated authentication and OAuth in LivePerson. Ensuring compatibility and avoids login errors for users switching between SSO and non-SSO flows.

[STEP 5] Enable Core Tenfold Configurations

Configure Tenfold to support core Salesforce Connector features, including object creation (Accounts, Contacts, Leads, Opportunities), case management, transcript sync, and notes. These settings ensure agents can efficiently manage conversations and data within Salesforce are the minimum configuration requirements in order.

There are additional, advanced options. Click on the specific guides to see details.

Account Creation

Enable this to allow agents the ability to create a new Account from directly within the Salesforce Connector or by launching the standard Salesforce account creation form. This feature is disabled by default.

How to:

In Tenfold Dashboard, click Features
Under “Core Features”, Click “Account”
Click the red “Disabled” button to enable the feature
1. Button will update to green and display “Enabled” in white text.
Select Account creation method
1. Using API: Agents enter account information directly in Salesforce Connector.
2. Open Create Account Form in CRM: Agents are redirected to the standard Salesforce account creation form.
To Disable, click the green “Enabled” button

Contact Creation

Enable this to allow agents the ability to create a new Contact from directly within the Salesforce Connector or by launching the standard Salesforce account creation form. This feature is disabled by default.

How to:

In Tenfold Dashboard, Features
Under “Core Features”, Click “Contacts”
Click the red “Disabled” button to enable the feature
Select Account creation method
1. Using API: Agents enter account information directly in Salesforce Connector.
2. Open Create Account Form in CRM: Agents are redirected to the standard Salesforce contact creation form.

Lead Creation

Enable this to allow agents the ability to create a new Lead from directly within the Salesforce Connector or by launching the standard Salesforce account creation form. This feature is disabled by default.

How to:

In Tenfold Dashboard, Features
Under “Core Features”, Click “Lead”
Click the red “Disabled” button to enable the feature
Select Account creation method
1. Using API: Agents enter account information directly in Salesforce Connector.
2. Open Create Account Form in CRM: Agents are redirected to the standard Salesforce lead creation form.

@Mention

Enabling @mention Syntax allows users to tag other users in their interaction notes . This feature is most commonly used for internal escalation, handing off customer follow up responsibilities between shifts, and/or maintaining visibility into customer interactions across your team. This feature is disabled by default.

How to:

In Tenfold Dashboard, Features
Under “Features”, Click “@Mention Syntax ”
Click the red “Disabled” button to enable the feature
1. There are no additional steps

Cases

Enabling Cases will allow your agents to link their customer interactions to existing (open/closed) cases or create a new case while interacting with a customer. All cases will be listed conveniently under the suitcase tab in the Agent UI, with a case creation button nested at the bottom of the tab.

Out of the box, the Create New Case button within the Salesforce Connector opens a Salesforce screen and sends the agent to the standard case or opportunity creation page. It will pre-populate information such as phone, email, the contact/lead/account name and the case/opportunity number accordingly.

Show cases related to contact only

Enabling this preference filters the displayed cases to only those cases related to the Contact. By default, cases for the Contact parent account are shown, too.

Show closed cases

Enabling this preference shows Closed Cases related to the Contact or Account as well. By default, only Open Cases display.

Hide Create button

Enabling this preference hides the create case button in the Agent UI.

Additional notes

If you do not see the expected Case or Opportunity listed, please make sure you have a matched Contact or Account.
The UI only shows the ten most recent Cases or Opportunities associated with a record.

Opportunities

Enabling Opportunities will allow agents to link their customer interactions to existing (open/closed) opportunities or create a new opportunity while interacting with customers.

All opportunities will be listed conveniently under the binoculars icon found in the Action tab of the Agent UI, with an opportunity creation button nested at the bottom of the tab.

Out of the box, the Create New Opportunity button within the Salesforce Connector opens a Salesforce screen and sends the agent to the standard case or opportunity creation page. It will pre-populate information such as phone, email, the contact/lead/account name and the case/opportunity number accordingly.

This feature is disabled by default.

To enable, click on the red “Disabled” button.

Data Memorialization (Transcript Sync)

LivePerson creates a task in Salesforce for every inbound message and if Data Memorialization is enabled, the Conversation transcript and meta data will be sync’d to Salesforce once the Conversation is closed (auto-close or manual close). This feature is directly related to the LivePerson Conversation Object from the Salesforce Installation Step 2.

💭 The LivePerson Conversation object includes Metadata such as the Skill, Conversation start and end times, Transcript details, CSAT, and the link to the matched Contact/Account/Lead the link to the related Case or Opportunity.

The task for the Inbound message will include a reference to the LivePerson Conversation record.

🚨The Conversation object cannot maintain a link to the Task ID. This is a limitation whereby only a one way link can be created. The Task will, however, maintain a link to the Conversation Transcript ID.

The Task Object will always be linked to the custom LivePerson transcript object. However, if there is no task created automatically for the Conversation, this link is not required. The messaging transcript will still be logged to the CRM if the Data Memorialization toggle for "Automatically Log Chat transcripts" is enabled.

🚨CSAT score will only be updated for LivePerson Post Conversational Surveys. This will not be updated for Medallia Surveys.

How to:

In the Tenfold Dashboard, click Features
Under “Features”, click Data Memorialization
Click the red “Disabled” button to enable the feature
Configured the following features as needed:
1. Automatically log conversation:
  1. Check “Enable” to automatically log tasks to Salesforce
  2. ❗If this is unchecked, the Task for the interaction will only be saved if the agent saves the note.
2. Preferred logging event
  1. If “Automatically log conversation” is enabled, then you may choose to log the task in one of the the following way:
    1. upon the incoming message,
    2. upon accepting the incoming message or
    3. upon closing the message
3. Preferred conversation state
  1. You may choose All states or Matched only states to log tasks to the CRM.
4. (Messaging Only) Automatically log chat transcripts
  1. You may choose to log chat transcripts to the CRM or not. Enabling this allows chat transcripts to be synced to the CRM when the conversation is closed.
5. (Messaging Only) LivePerson Conversation Object Version
  1. For compatibility with previous LivePerson Conversation objects, this setting can be downgraded to version 1.4 or lower.
  2. ❗The most recent version is recommended and is available from the download page.
Click the blue button “Save for Organization”, located to the lower right of the screen (see screenshot below).

❗Any changes made to the settings will be reflected in the Agent UI in real time.

Person Accounts

Enable this feature if Person Accounts are enabled in your Salesforce instance.

Teams

Enabling the Teams feature allows your organization to group users for the purposes of viewing analytics and configuring features. Set up your Teams on the Teams tab in the Company Settings tab of your Dashboard.