Salesforce Integration Template Integrieren Sie Ihre Mid-Call-Tools mit Salesforce, dem weltweit führenden CRM-System. Diese Integration bietet umfangreiche Möglichkeiten für Enterprise-Workflows, komplexe Sales-Prozesse und skalierbare Customer-Relationship-Management.
Überblick & Enterprise-Features
Enterprise-CRM-Integration
Vollständige Salesforce-Object-Unterstützung (Leads, Contacts, Accounts, Opportunities)
Custom Objects und Fields
Salesforce-Workflows und Triggers
Multi-Org-Support für große Unternehmen
Advanced Sales Features
Territory Management Integration
Sales Process und Stage-Management
Einstein AI Lead Scoring
Revenue Cloud Integration
Salesforce API-Setup 1. Connected App erstellen
Setup-Navigation
Melden Sie sich bei Salesforce als Admin an
Gehen Sie zu “Setup” (Zahnrad-Symbol)
Navigieren Sie zu “Apps” → “App Manager”
Connected App konfigurieren
App-Details : Connected App Name : "Famulor Mid-Call Tools" API Name : "Famulor_Mid_Call_Tools" Contact Email : ihr-admin@firma.de OAuth Settings : Enable OAuth Settings : ✓ Callback URL : https://app.famulor.de/oauth/callback Selected OAuth Scopes : - "Access and manage your data (api)" - "Perform requests on your behalf at any time (refresh_token, offline_access)" - "Access your basic information (id, profile, email, address, phone)"
API-Credentials sichern
Nach der Erstellung:
Consumer Key (Client ID) notieren
Consumer Secret (Client Secret) notieren
Diese werden für die Tool-Authentication benötigt
User-Permissions setzen
Profile-Permissions (für Service User) : - "API Enabled" - "View All Data" (oder spezifische Object-Permissions) - "Modify All Data" (nur für Write-Operationen) Optional - IP-Restrictions : - Vertrauenswürdige IP-Ranges definieren - VPN-basierte Zugriffe konfigurieren 2. Authentication-Flow OAuth 2.0 Flow Session-Based Auth Authentication-Type : "OAuth 2.0" Grant Type : "Client Credentials" oder "Authorization Code" Token-Endpoint : URL : https://login.salesforce.com/services/oauth2/token Method : POST Headers : Content-Type : "application/x-www-form-urlencoded" Body : grant_type : "client_credentials" client_id : "{consumer_key}" client_secret : "{consumer_secret}" username : "{sf_username}" # für Username-Password-Flow password : "{sf_password}{security_token}"
SOQL-Query-Beispiele : Email-basierte Suche : q : "SELECT Id, FirstName, LastName, Company, Email, Phone, Status, Rating, LeadSource, CreatedDate, LastModifiedDate FROM Lead WHERE Email = '{email}' AND IsConverted = false" Telefon-basierte Suche : q : "SELECT Id, FirstName, LastName, Company, Email, Phone, Status, Rating, Industry, AnnualRevenue FROM Lead WHERE Phone = '{phone}' OR MobilePhone = '{phone}'" Erweiterte Suche mit Custom Fields : q : "SELECT Id, Name, Email, Lead_Score__c, Next_Follow_Up__c, Competitor_Mentioned__c, Budget_Range__c FROM Lead WHERE Email = '{email}'" Basic Lead Creation Request Body Funktionsname : create_salesforce_lead HTTP-Methode : POST URL : https://{instance}.salesforce.com/services/data/v60.0/sobjects/Lead Headers : Authorization : "Bearer {access_token}" Content-Type : "application/json" 3. Lead-Update & Qualification { "type" : "object" , "properties" : { "lead_id" : { "type" : "string" , "description" : "Salesforce Lead-ID für Update" }, "status" : { "type" : "string" , "enum" : [ "Open - Not Contacted" , "Working - Contacted" , "Closed - Converted" , "Closed - Not Converted" ], "description" : "Neuer Lead-Status" }, "rating" : { "type" : "string" , "enum" : [ "Hot" , "Warm" , "Cold" ], "description" : "Lead-Rating basierend auf Gespräch" }, "qualification_notes" : { "type" : "string" , "description" : "BANT-Qualifikation und Gesprächsnotizen" }, "next_action" : { "type" : "string" , "description" : "Empfohlene nächste Schritte" }, "assigned_owner" : { "type" : "string" , "description" : "Salesforce User-ID für Zuweisung" } }, "required" : [ "lead_id" ] }
Umfassende Contact-Abfrage
Multi-Relationship-Queries
-- Contact mit Opportunities und Cases SELECT Id, Name , Email, Phone, ( SELECT Id, Name , StageName, Amount, CloseDate FROM Opportunities), ( SELECT Id, Subject , Status , Priority FROM Cases WHERE IsClosed = false), Account . Name , Account . Industry FROM Contact WHERE Email = '{email}' OR Phone = '{phone}' 2. Account-Enrichment Account-Lookup Account-Hierarchy Tool : get_salesforce_account SOQL : "SELECT Id, Name, Industry, AnnualRevenue, NumberOfEmployees, BillingAddress, Website, Phone, Type, Parent.Name, Owner.Name, Last_Activity__c, Health_Score__c FROM Account WHERE Name LIKE '%{company_name}%' OR Website LIKE '%{domain}%'" Use Case : Firmendaten während Gespräch anreichern Opportunity-Management 1. Opportunity-Tracking
{ "Name" : "{opportunity_name}" , "AccountId" : "{account_id}" , "ContactId" : "{primary_contact_id}" , "StageName" : "Prospecting" , "CloseDate" : "{estimated_close_date}" , "Amount" : "{estimated_amount}" , "Probability" : "{calculated_probability}" , "LeadSource" : "Phone Call" , "Type" : "New Customer" , "Description" : "{opportunity_description}" , "NextStep" : "{next_action_item}" , "Pricebook2Id" : "{standard_pricebook_id}" , "Budget_Confirmed__c" : "{budget_status}" , "Decision_Maker__c" : "{decision_maker_identified}" , "Timeline_Confirmed__c" : "{timeline_status}" , "Competitor__c" : "{mentioned_competitors}" , "Pain_Points__c" : "{customer_challenges}" } 3. Sales Process Integration Stage-Management Einstein-AI-Integration Salesforce-Stage-Mapping : "Prospect Reached" → StageName : "Prospecting" "Needs Identified" → StageName : "Qualification" "Budget Confirmed" → StageName : "Needs Analysis" "Demo Scheduled" → StageName : "Value Proposition" "Proposal Requested" → StageName : "Id. Decision Makers" "Negotiation Started" → StageName : "Proposal/Price Quote" "Contract Sent" → StageName : "Negotiation/Review" "Deal Closed" → StageName : "Closed Won" Automatic-Stage-Progression : - Basierend auf Gesprächsinhalten - Trigger für Workflow-Rules - Integration mit Sales-Process-Builder Activity & Task Management Automatische Activity-Protokollierung
{ "sobjectType" : "Task" , "WhoId" : "{contact_id}" , "WhatId" : "{account_or_opportunity_id}" , "Subject" : "Follow-up Call - {customer_name}" , "Status" : "Not Started" , "Priority" : "High" , "ActivityDate" : "{follow_up_date}" , "Description" : "{call_summary}" , "Type" : "Call" , "TaskSubtype" : "Call" , "Call_Outcome__c" : "{call_result}" , "Next_Steps__c" : "{action_items}" , "OwnerId" : "{assigned_user_id}" }
Event-Types für Mid-Call-Protokollierung : Inbound-Call-Event : Subject : "Inbound Call - {topic}" Type : "Call" DurationInMinutes : { call_length } Demo-Request-Event : Subject : "Demo Scheduled" Type : "Meeting" StartDateTime : { demo_date } Follow-up-Task : Subject : "Send Proposal" ActivityDate : { due_date } Priority : "High" Territory & Team Management 1. Lead-Routing basierend auf Territory Territory-Based-Assignment Queue-Based-Distribution -- Territory-Lookup für automatische Zuweisung SELECT Id, Name , ( SELECT User . Id , User . Name FROM UserTerritories WHERE RoleInTerritory = 'Sales Rep' ) FROM Territory2 WHERE State__c = '{customer_state}' OR Industry__c = '{customer_industry}' OR Company_Size__c = '{company_size_category}' 2. Escalation-Management Custom Objects & Industry Solutions 1. Industry-Specific Objects
Custom-Objects : - Investment_Profile__c - Risk_Assessment__c - Compliance_Record__c - Portfolio_Summary__c Mid-Call-Integration : - Risk-Profile-Abfrage während Beratungsgespräch - Portfolio-Performance-Updates - Compliance-Status-Checks - Product-Suitability-Assessment
Custom-Objects : - Patient_Record__c (HIPAA-compliant) - Treatment_Plan__c - Insurance_Verification__c - Appointment_History__c Special-Considerations : - PHI-Handling mit Field-Level-Security - Audit-Trail für alle Datenzugriffe - Consent-Management-Integration
Custom-Objects : - Property_Listing__c - Showing_Request__c - Market_Analysis__c - Financing_Pre_Approval__c Workflow : - Property-Interest-Capture - Automatic-Showing-Scheduling - Financing-Qualification - Market-Update-Delivery Advanced Features 1. Flow & Process Builder Integration Triggered Flows Process Builder Flow-Trigger-Beispiele : Lead-Created-Flow : Trigger : Lead Creation via API Actions : - Duplicate-Check ausführen - Enrichment via Data.com - Auto-Assignment Rules - Welcome-E-Mail senden - Task für First-Contact erstellen Opportunity-Stage-Change : Trigger : Stage-Update via Mid-Call-Tool Actions : - Approval-Process für große Deals - Quote-Generation für Proposal-Stage - Contract-Template-Creation - Revenue-Forecast-Update 2. Einstein Analytics Integration
Dashboard-Integration für Mid-Call-Analytics : Call-Volume-Metrics : - Calls per Hour/Day - Conversion-Rates by Source - Average-Call-Duration - Lead-Quality-Scores Performance-KPIs : - Response-Times nach Lead-Creation - Lead-to-Opportunity-Conversion - Opportunity-Stage-Progression - Win-Rate-Trends
Einstein-Predictions : Lead-Scoring-Model : Input : Company-Size, Industry, Budget, Timeline Output : Conversion-Probability-Score Opportunity-Scoring : Input : Stage-History, Contact-Engagement, Deal-Size Output : Close-Probability + Timeline Churn-Risk-Assessment : Input : Activity-History, Support-Cases, Usage-Metrics Output : Churn-Risk-Score + Intervention-Recommendations API-Limits & Governance Limit-Typ Standard Enterprise Best Practice Daily API Requests 15,000 100,000+ Request-Pooling Concurrent Requests 25 100 Queue-Management Data Storage 1GB Unlimited Archive-Strategy SOQL Queries per Transaction 100 100 Bulk-Operations
Monitoring & Alerting
API-Usage-Monitoring
Metrics zu überwachen : - API-Request-Volume - Response-Times - Error-Rates by Endpoint - Quota-Utilization
Business-Impact-Tracking
KPIs : - Lead-Creation-Rate via Mid-Call-Tools - Conversion-Rate-Improvement - Sales-Cycle-Reduction - Revenue-Attribution
Enterprise-Integration-Patterns Erweitern Sie Ihre Salesforce-Integration: Compliance-Hinweis : Bei Enterprise-Salesforce-Integrationen müssen Sie ggf. spezielle Compliance-Anforderungen (SOX, HIPAA, etc.) beachten. Konsultieren Sie Ihr Compliance-Team vor der Implementierung.
Skalierungs-Tipp : Beginnen Sie mit Standard-Objects (Lead, Contact, Opportunity) und erweitern Sie schrittweise um Custom-Objects und Advanced-Features. Salesforce bietet umfangreiche Sandbox-Umgebungen für sicheres Testing.
