Stage Three - Capabilities Assist

C. Smart Ticketing

Widget functions

I. Search capabilities

a. Search categories (QA engineer to do Demo and description, Dev to do technical details how to do schema for search)

User has ability to perform search for contact by name, email, phone number, case number:

To perform a search user has to select one of the categories, enter keyword and click the Search button.

b. Search Results (QA engineer to do Demo and description, Dev to describe payload requirements to return)

Customer

If user performs any type of search, as a result he will see the contact object, which contains user data along with the list of open tickets:

The list contains 5 newest tickets. ‘See more’ button contains a link to a list of all tickets.

Copy on click feature. Any field in contact object can be set up for this feature. Field that can be copied on click is underlined. User has to click on this field to copy the value.

2. Ticket

Each ticket object contains a number of fields with info about the ticket along with link to SF.

3. Other Entities

4. Tabs

User info can also be presented in the form of tabs, which contain different user info.

c. Search auto population (QA engineer to do Demo and description, to do technical details how to do schema for search)

View Video

II. Create capabilities

a. Field types (to describe supported UI elements and demo, to do technical details how to do schema for these elements)

Existing field types:

Drop-down list, where user can either select value from list or start typing and select from options that match his input:

Field with post hook trigger. User has to enter at least 3 characters, to see options that match search criteria.

b. Prefill functionalities (to describe supported UI elements, to do technical details how to do schema for these elements and payload response)

While creating contact or case, some information may be prefilled for user from SDEs:

c. Ticket auto close

When creating a ticket, user can click on ‘Quick close’ checkbox is he wants to set ticket status as ‘Closed’ right after creation:

d. Toaster capabilities (demo)

III. Edit capabilities ( demo, technical details )

User is able to edit contact or case if needed.

Contact: https://drive.google.com/file/d/1zG_m9nk1iozp6PyFRcADSRTjqWUwb6sv/view?usp=sharing

Case:
https://drive.google.com/file/d/1DWc-xlDHorToS31dtRrmLDkXT_UzAYAO/view?usp=sharing

IV. Transcrypt

a. Manual Sync (demo)

User is able to manually sync transcription to case.

Demo: https://drive.google.com/file/d/1vuTVeiG4KSyEndgRZm-q2jPCWwgoxobF/view?usp=sharing

b. Conversation End Event (demo, technical details on how it works)

User is able to check chat transcription after creating ticket and closing conversation.

V. Translations ( demo, technical details, how to provide translations)
User is able to select any of provided languages:

VI. White theme (demo, technical details )

User is able to switch theme color to White:

VII. Post structure (technical details)

VIII. CRM Systems

Authentication/Authorization

Authorization of Human Agent with Salesforce will be based on Agent profile information and private key.
Agent profile (Agent email or employeeId) should match Agent username inside Salesforce.
Smart ticketing will create JWT leveraging agent profile information and Private Keys.
Access token will not be cached

The Authorization is described in:

The flow is below:

Create keys for Smart Ticketing

SalesForce (description , Authentication approach, diagram call )

SalesForce (description, Authentication approach, diagram call )
1. Authentication flow
  1. Generate your key and certificate
    1. openssl req -newkey rsa:2048 -nodes -keyout key.pem -x509 -days 365 -out certificate.pem
      "key.pem" is your private key. Use this file to create a new authentication key.
      "certificate.pem" is your public key. Upload this file to your Salesforce OAuth JWT app, step 2.1.3 below.
      Note: this certificate has nothing to do with your web server's secure certificate. Just generate a new one certificate like this, specifically and only for the Salesforce connection.
  2. Create a new Salesforce Connected App (under Setup > Create > Apps)
    The JWT connected app setup is similar to legacy OAuth User-Agent flow, but includes additional steps.
    1. Salesforce settings step 1 of 3: OAuth JWT Connected App settings
      1. check "Enable OAuth settings"
        Callback URL is required, but not used. Enter any "https://" url to your site
      2. check "Use digital signatures"
      3. Upload your certificate
      4. Grant "Selected OAuth Scopes":
        Select at least "Access and manage your data (api)" and "Perform requests on your behalf at any time (refresh_token, offline_access)"
        Select any additional scopes your application may require.
      5. Save your new app
        The resulting page will display a consumer key you'll need to complete your Drupal config. Copy this key to paste into your Salesforce settings.
    2. Salesforce settings step 2 of 3: Manage OAuth policies
      1. From the app page, click "Manage"
      2. From the manage page click "Edit Policies"
      3. From "Permitted users" select "Admin approved users are pre-authorized"
      4. Save OAuth policies
    3. Salesforce settings step 3 of 3: Add approved profiles
      1. From the manage page scroll down to "Profiles" and click "Manage Profiles"
      2. On the "Application Profile Assignment" page, choose the appropriate profile for the user(s) who will need JWT access from Drupal.
      3. Save profile assignments.

Zendesk (description, Authentication approach, diagram call)
1. Authentication flow
  1. API token will be used to authenticate the agent, Authorisation based on common email
  2. API tokens are managed in the Admin Center interface at Apps and integrations > APIs > Zendesk API. The page lets you view, add, or delete tokens. More than one token can be active at the same time. Deleting a token deactivates it permanently.

Ready to move on to the next set of capabilities? Click here to proceed.