GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Help & Learning Resources
Release Notes
Current Version
Recent Updates
Previous Versions
Deprecations
Request a Feature
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Node Types
Overview
Intent Node
Dialog Node
Dynamic Intent Node
GenAI Node
GenAI Prompt
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Terminology
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
Prepare Data for Import
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Knowledge Graph Analysis
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Intent Discovery
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Introduction
LLM Integration
Kore.ai XO GPT Module
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Conversation Testing Overview
Create a Test Suite
Test Editor
Test Case Assertion
Test Case Execution Summary
Glossary
Health and Monitoring
NLP Health
Flow Health
Integrations
Actions
Actions Overview
Asana
Configure
Templates
Azure OpenAI
Configure
Templates
BambooHR
Configure
Templates
Bitly
Configure
Templates
Confluence
Configure
Templates
DHL
Configure
Templates
Freshdesk
Configure
Templates
Freshservice
Configure
Templates
Google Maps
Configure
Templates
Here
Configure
Templates
HubSpot
Configure
Templates
JIRA
Configure
Templates
Microsoft Graph
Configure
Templates
Open AI
Configure
Templates
Salesforce
Configure
Templates
ServiceNow
Configure
Templates
Stripe
Configure
Templates
Shopify
Configure
Templates
Twilio
Configure
Templates
Zendesk
Configure
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
NiceInContact(User Hub)
Salesforce
ServiceNow
Configure Tokyo and Lower versions
Configure Utah and Higher versions
Unblu
External NLU Adapters
Overview
Dialogflow Engine
Test and Debug
Deploy
Channels
Publishing
Versioning
Analyze
Introduction
Dashboard Filters
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
LLM and Generative AI Logs
NLP Insights
Task Execution Logs
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Usage Metrics
Containment Metrics
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Team Collaboration
Plan & Usage
Overview
Usage Plans
Templates
Support Plans
Invoices
Authorization
Conversation Sessions
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data
Overview
Data Table
Table Views
App Definitions
Data as Service
HOW TOs
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Composite Entities
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
Migrate External Bots
Google Dialogflow Bot
APIs & SDKs
API Reference
API Introduction
Rate Limits
API List
koreUtil Libraries
SDK Reference
SDK Introduction
Web SDK
How the Web SDK Works
SDK Security
SDK Registration
Web Socket Connect and RTM
Tutorials
Widget SDK Tutorial
Web SDK Tutorial
BotKit SDK
BotKit SDK Deployment Guide
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
SDK Functions
Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
  1. Integrations
  2. Using the Salesforce CRM Action Templates

Using the Salesforce CRM Action Templates

You can use the Prebuilt Action Templates from your Salesforce integration to auto create dialog tasks and test them using the Talk to Bot option.

Steps to create a dialog task using Salesforce action templates:

  1. Go to Build > Conversation Skills and then click the Dialog Tasks.
  2. Click the Create a Dialog Task to create a new task.
  3. On the Dialog Task pop-up, under the Integration, select the Salesforce option to view the action templates.
    Note:
    If you have not configured any integration for your virtual assistant, you will see the
    Explore Integrations option. Once you click this option, you will be redirected to the Actions page to configure an integration for your VA. For more information, see Actions Overview.

Salesforce CRM Actions 

The following Salesforce CRM actions are supported in this release:

Supported Actions Description Method
Create a Lead Creates a new marketing lead in the CRM. POST
Create an Opportunity Creates a new opportunity in the CRM. POST
Update a Lead Updates the lead with changes PATCH
View a Lead By ID Retrieves the lead details. GET
List All Leads Retrieves all leads from the CRM GET
Search Leads Searches all leads that matches with the keyword GET
Delete a Lead Deletes a lead DELETE

Create a Lead

Steps to create a new lead in the Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Create a Lead dialog task is added with the following components:
    • Createlead : A user intent to create a lead.
    • firstName, lastName, and companyName – Entity nodes for gathering the required lead details.
    • CreateLeadService – A bot action service to create a lead in an external integration. Click the Plus icon to expand to view the createLeadService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

      Sample Request:
      {
      "attributes": {
      "type": "Lead"
      },
      "LastName": "Doe",
      "FirstName": "John",
      "Salutation": "Mr.",
      "Title": null,
      "Company": "ABC",
      "Street": null,
      "City": null,
      "State": null,
      "PostalCode": null,
      "Country": null,
      "Latitude": null,
      "Longitude": null,
      "GeocodeAccuracy": null,
      "Phone": null,
      "MobilePhone": "93445667xx",
      "Fax": null,
      "Email": null,
      "Website": null,
      "Description": null,
      "LeadSource": null,
      "Status": "Open - Not Contacted",
      "Industry": null,
      "Rating": null,
      "AnnualRevenue": null,
      "NumberOfEmployees": null,
      "OwnerId": "0055g00000ECRvPAAX",
      "IsConverted": false,
      "IsUnreadByOwner": false,
      "Jigsaw": null,
      "CleanStatus": "Pending",
      "CompanyDunsNumber": null,
      "IndividualId": null,
      "SICCode__c": null,
      "ProductInterest__c": null,
      "Primary__c": null,
      "CurrentGenerators__c": null,
      "NumberofLocations__c": null
      }

      To add one or more responses scroll down and click the +Add Response button:

      Sample Response:
      {
      "id": "00Q5g00000DZ0d4EAD",
      "success": true,
      "errors": [] }
    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    •  createLeadMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to create a lead as shown below:
  6. Enter all lead details when prompted by the VA as shown below:
  7. The new lead is created in Salesforce CRM.
  8. Click the View Lead button to view the lead details in Salesforce CRM.

Update a Lead

Steps to update an existing lead in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Update a Lead dialog task is added with the following components:
    • Update lead : A user intent to update a lead.
    • Id, AskOptions, LeadStatus, Title, and MobilePhone– Entity nodes for updating the lead details.
    • updateLeadScript – A bot action script to update a lead in an external integration. Click the Plus icon to expand to view the updateLeadScript bot action component properties.
    • updateLeadService – A bot action service to update a lead in an external integration. Click the Plus icon to expand to view the updateLeadService bot action component properties.
    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    •  updateLeadMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to update a lead.
  6. Enter all lead details when prompted by the VA
  7. The existing lead is updated in Salesforce CRM. 
  8. Click the View Lead button to view the lead details in Salesforce CRM.

Delete a Lead

Steps to delete a lead in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Delete Lead dialog task is added for the Salesforce CRM with the following components:
    • Delete Lead: A user intent to delete lead.
    • ID – Entity nodes for entering the lead ID.
    • deleteLeadService – A bot action script to delete a lead in an external integration. Click the Plus icon to expand to view the deleteLeadService bot action component properties.
    • deleteLeadMessage – A message node with script to display responses for various scenarios
  3.  Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to delete a lead as shown below:

List All Leads

Steps to view all leads in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The List All Leads dialog task is added for the Salesforce CRM with the following components:
    • List All Lead: A user intent to list all leads.
    • listAllLeadsService – A bot action script to view all leads in an external integration. Click the Plus icon to expand to view the listAllLeadsService bot action component properties.

    Sample Response:

    {
    "objectDescribe": {
    "activateable": false,
    "associateEntityType": null,
    "associateParentEntity": null,
    "createable": true,
    "custom": false,
    "customSetting": false,
    "deepCloneable": false,
    "deletable": true,
    "deprecatedAndHidden": false,
    "feedEnabled": true,
    "hasSubtypes": false,
    "isInterface": false,
    "isSubtype": false,
    "keyPrefix": "00Q",
    "label": "Lead",
    "labelPlural": "Leads",
    "layoutable": true,
    "mergeable": true,
    "mruEnabled": true,
    "name": "Lead",
    "queryable": true,
    "replicateable": true,
    "retrieveable": true,
    "searchable": true,
    "triggerable": true,
    "undeletable": true,
    "updateable": true,
    "urls": {
    "compactLayouts": "/services/data/v52.0/sobjects/Lead/describe/compactLayouts",
    "rowTemplate": "/services/data/v52.0/sobjects/Lead/{ID}",
    "approvalLayouts": "/services/data/v52.0/sobjects/Lead/describe/approvalLayouts",
    "listviews": "/services/data/v52.0/sobjects/Lead/listviews",
    "describe": "/services/data/v52.0/sobjects/Lead/describe",
    "quickActions": "/services/data/v52.0/sobjects/Lead/quickActions",
    "layouts": "/services/data/v52.0/sobjects/Lead/describe/layouts",
    "sobject": "/services/data/v52.0/sobjects/Lead"
    }
    },
    "recentItems": [
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DYz3xxxx"
    },
    "Id": "00Q5g00000DYz3xxxD",
    "Name": "Hogya, Tanmay"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENUBxxxx"
    },
    "Id": "00Q5g00000ENUBxxxx",
    "Name": "Smith, Steve"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DZ5xxxT"
    },
    "Id": "00Q5g00000DZ5xxxxT",
    "Name": "Doe, John"
    }
    ] }

    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    • listAllLeadsMessage – A message node with script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to view all leads as shown below:

View a Lead By ID

Steps to view all leads in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The View Lead by Id dialog task is added for the Salesforce CRM with the following components:
    • View Lead by Id: A user intent to view a lead using ID.
    • ID – Entity nodes for entering the lead ID.
    • viewLeadbyIdService – A bot action script to view a lead using ID in an external integration. Click the Plus icon to expand to view the listAllLeadsService bot action component properties and click the + Add Response link.

    Sample Response:

       {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DYz3mEAD"
    },
    "Id": "00Q5g00000DYz3mEAD",
    "IsDeleted": false,
    "MasterRecordId": null,
    "LastName": "Doe",
    "FirstName": "John",
    "Salutation": "Mr.",
    "Name": "John Doe",
    "Title": null,
    "Company": "Kore",
    "Street": null,
    "City": null,
    "State": null,
    "PostalCode": null,
    "Country": null,
    "Latitude": null,
    "Longitude": null,
    "GeocodeAccuracy": null,
    "Address": null,
    "Phone": null,
    "MobilePhone": "9344566xxx",
    "Fax": null,
    "Email": null,
    "Website": null,
    "PhotoUrl": "/services/images/photo/00Q5g00000DYz3mxxx",
    "Description": null,
    "LeadSource": null,
    "Status": "Open - Not Contacted",
    "Industry": null,
    "Rating": null,
    "AnnualRevenue": null,
    "NumberOfEmployees": null,
    "OwnerId": "0055g00000ECRvxxxX",
    "IsConverted": false,
    "ConvertedDate": null,
    "ConvertedAccountId": null,
    "ConvertedContactId": null,
    "ConvertedOpportunityId": null,
    "IsUnreadByOwner": false,
    "CreatedDate": "2022-08-30T06:49:28.000+0000",
    "CreatedById": "0055g00000ECRVXXXX",
    "LastModifiedDate": "2022-08-30T11:25:21.000+0000",
    "LastModifiedById": "0055g00000ECRvPAAX",
    "SystemModstamp": "2022-08-30T11:25:21.000+0000",
    "LastActivityDate": null,
    "LastViewedDate": "2022-08-30T11:26:32.000+0000",
    "LastReferencedDate": "2022-08-30T11:26:32.000+0000",
    "Jigsaw": null,
    "JigsawContactId": null,
    "CleanStatus": "Pending",
    "CompanyDunsNumber": null,
    "DandbCompanyId": null,
    "EmailBouncedReason": null,
    "EmailBouncedDate": null,
    "IndividualId": null,
    "SICCode__c": null,
    "ProductInterest__c": null,
    "Primary__c": null,
    "CurrentGenerators__c": null,
    "NumberofLocations__c": null
    }

    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    • viewLeadbyIdMessage – A message node with script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to view a lead by ID as shown below:

Search Leads

Steps to search all leads in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Search Leads dialog task is added for the Salesforce CRM with the following components:
    • Search Leads: A user intent to search leads.
    • Keyword – Entity nodes for entering the keywords for the searching leads.
    • searchLeadsService – A bot action script to search leads in an external integration. Click the Plus icon to expand to view the searchLeadsService bot action component properties and click the +Add Response link.

    Sample Response:

    {
    "searchRecords": [
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENk9xxxxT"
    },
    "Id": "00Q5g00000ENk9xxxT"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DZ52HEAT"
    },
    "Id": "00Q5g00000DZ52HEAT"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENnKlEAL"
    },
    "Id": "00Q5g00000ENnKlEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENnKgEAL"
    },
    "Id": "00Q5g00000ENnKgEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcKqEAL"
    },
    "Id": "00Q5g00000ENcKqEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcKlEAL"
    },
    "Id": "00Q5g00000ENcKlEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcKgEAL"
    },
    "Id": "00Q5g00000ENcKgEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcHDEA1"
    },
    "Id": "00Q5g00000ENcHDEA1"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENXzXEAX"
    },
    "Id": "00Q5g00000ENXzXEAX"
    }
    ] }

    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    • searchLeadsMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to view all leads as shown below:

Create an Opportunity

Steps to create a new opportunity in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Create Opportunity dialog task is added for the Salesforce CRM with the following components:
    • Create Opportunity : A user intent to create an opportunity.
    • Opportunity Name, Closed Date, and Stage of Opportunity– Entity nodes for gathering the required opportunity details.
    • CreateOpportunityService – A bot action script to create an opportunity in an external integration. Click the Plus icon to expand to view the createOpportunityService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

    Sample Request:

    {
    "attributes": {
    "type": "Opportunity"
    },

    “Name”: “Project Charlie”,
    “CloseDate”: “2022-08-31”,
    “StageName”: “Prospecting”
    }

    To add one or more responses scroll down and click the +Add Response button:

    Sample Response:

    {
    "id": "0065g00000O4bgDAAR",
    "success": true,
    "errors": [] }

    • subDomainService – A bot action service to add subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    •  createOpportunityMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to create a lead as shown below:
  6. Enter all opportunity details when prompted by the VA.
  7. The new opportunity is created in Salesforce CRM. Click the Chevron icon to expand the new opportunity.
  8. Click the View Opportunity button to view the opportunity details in Salesforce CRM.

Using the Salesforce CRM Action Templates

You can use the Prebuilt Action Templates from your Salesforce integration to auto create dialog tasks and test them using the Talk to Bot option.

Steps to create a dialog task using Salesforce action templates:

  1. Go to Build > Conversation Skills and then click the Dialog Tasks.
  2. Click the Create a Dialog Task to create a new task.
  3. On the Dialog Task pop-up, under the Integration, select the Salesforce option to view the action templates.
    Note:
    If you have not configured any integration for your virtual assistant, you will see the
    Explore Integrations option. Once you click this option, you will be redirected to the Actions page to configure an integration for your VA. For more information, see Actions Overview.

Salesforce CRM Actions 

The following Salesforce CRM actions are supported in this release:

Supported Actions Description Method
Create a Lead Creates a new marketing lead in the CRM. POST
Create an Opportunity Creates a new opportunity in the CRM. POST
Update a Lead Updates the lead with changes PATCH
View a Lead By ID Retrieves the lead details. GET
List All Leads Retrieves all leads from the CRM GET
Search Leads Searches all leads that matches with the keyword GET
Delete a Lead Deletes a lead DELETE

Create a Lead

Steps to create a new lead in the Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Create a Lead dialog task is added with the following components:
    • Createlead : A user intent to create a lead.
    • firstName, lastName, and companyName – Entity nodes for gathering the required lead details.
    • CreateLeadService – A bot action service to create a lead in an external integration. Click the Plus icon to expand to view the createLeadService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

      Sample Request:
      {
      "attributes": {
      "type": "Lead"
      },
      "LastName": "Doe",
      "FirstName": "John",
      "Salutation": "Mr.",
      "Title": null,
      "Company": "ABC",
      "Street": null,
      "City": null,
      "State": null,
      "PostalCode": null,
      "Country": null,
      "Latitude": null,
      "Longitude": null,
      "GeocodeAccuracy": null,
      "Phone": null,
      "MobilePhone": "93445667xx",
      "Fax": null,
      "Email": null,
      "Website": null,
      "Description": null,
      "LeadSource": null,
      "Status": "Open - Not Contacted",
      "Industry": null,
      "Rating": null,
      "AnnualRevenue": null,
      "NumberOfEmployees": null,
      "OwnerId": "0055g00000ECRvPAAX",
      "IsConverted": false,
      "IsUnreadByOwner": false,
      "Jigsaw": null,
      "CleanStatus": "Pending",
      "CompanyDunsNumber": null,
      "IndividualId": null,
      "SICCode__c": null,
      "ProductInterest__c": null,
      "Primary__c": null,
      "CurrentGenerators__c": null,
      "NumberofLocations__c": null
      }

      To add one or more responses scroll down and click the +Add Response button:

      Sample Response:
      {
      "id": "00Q5g00000DZ0d4EAD",
      "success": true,
      "errors": [] }
    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    •  createLeadMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to create a lead as shown below:
  6. Enter all lead details when prompted by the VA as shown below:
  7. The new lead is created in Salesforce CRM.
  8. Click the View Lead button to view the lead details in Salesforce CRM.

Update a Lead

Steps to update an existing lead in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Update a Lead dialog task is added with the following components:
    • Update lead : A user intent to update a lead.
    • Id, AskOptions, LeadStatus, Title, and MobilePhone– Entity nodes for updating the lead details.
    • updateLeadScript – A bot action script to update a lead in an external integration. Click the Plus icon to expand to view the updateLeadScript bot action component properties.
    • updateLeadService – A bot action service to update a lead in an external integration. Click the Plus icon to expand to view the updateLeadService bot action component properties.
    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    •  updateLeadMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task.
  5. Follow the prompts in the VA console to update a lead.
  6. Enter all lead details when prompted by the VA
  7. The existing lead is updated in Salesforce CRM. 
  8. Click the View Lead button to view the lead details in Salesforce CRM.

Delete a Lead

Steps to delete a lead in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Delete Lead dialog task is added for the Salesforce CRM with the following components:
    • Delete Lead: A user intent to delete lead.
    • ID – Entity nodes for entering the lead ID.
    • deleteLeadService – A bot action script to delete a lead in an external integration. Click the Plus icon to expand to view the deleteLeadService bot action component properties.
    • deleteLeadMessage – A message node with script to display responses for various scenarios
  3.  Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to delete a lead as shown below:

List All Leads

Steps to view all leads in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The List All Leads dialog task is added for the Salesforce CRM with the following components:
    • List All Lead: A user intent to list all leads.
    • listAllLeadsService – A bot action script to view all leads in an external integration. Click the Plus icon to expand to view the listAllLeadsService bot action component properties.

    Sample Response:

    {
    "objectDescribe": {
    "activateable": false,
    "associateEntityType": null,
    "associateParentEntity": null,
    "createable": true,
    "custom": false,
    "customSetting": false,
    "deepCloneable": false,
    "deletable": true,
    "deprecatedAndHidden": false,
    "feedEnabled": true,
    "hasSubtypes": false,
    "isInterface": false,
    "isSubtype": false,
    "keyPrefix": "00Q",
    "label": "Lead",
    "labelPlural": "Leads",
    "layoutable": true,
    "mergeable": true,
    "mruEnabled": true,
    "name": "Lead",
    "queryable": true,
    "replicateable": true,
    "retrieveable": true,
    "searchable": true,
    "triggerable": true,
    "undeletable": true,
    "updateable": true,
    "urls": {
    "compactLayouts": "/services/data/v52.0/sobjects/Lead/describe/compactLayouts",
    "rowTemplate": "/services/data/v52.0/sobjects/Lead/{ID}",
    "approvalLayouts": "/services/data/v52.0/sobjects/Lead/describe/approvalLayouts",
    "listviews": "/services/data/v52.0/sobjects/Lead/listviews",
    "describe": "/services/data/v52.0/sobjects/Lead/describe",
    "quickActions": "/services/data/v52.0/sobjects/Lead/quickActions",
    "layouts": "/services/data/v52.0/sobjects/Lead/describe/layouts",
    "sobject": "/services/data/v52.0/sobjects/Lead"
    }
    },
    "recentItems": [
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DYz3xxxx"
    },
    "Id": "00Q5g00000DYz3xxxD",
    "Name": "Hogya, Tanmay"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENUBxxxx"
    },
    "Id": "00Q5g00000ENUBxxxx",
    "Name": "Smith, Steve"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DZ5xxxT"
    },
    "Id": "00Q5g00000DZ5xxxxT",
    "Name": "Doe, John"
    }
    ] }

    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    • listAllLeadsMessage – A message node with script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to view all leads as shown below:

View a Lead By ID

Steps to view all leads in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The View Lead by Id dialog task is added for the Salesforce CRM with the following components:
    • View Lead by Id: A user intent to view a lead using ID.
    • ID – Entity nodes for entering the lead ID.
    • viewLeadbyIdService – A bot action script to view a lead using ID in an external integration. Click the Plus icon to expand to view the listAllLeadsService bot action component properties and click the + Add Response link.

    Sample Response:

       {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DYz3mEAD"
    },
    "Id": "00Q5g00000DYz3mEAD",
    "IsDeleted": false,
    "MasterRecordId": null,
    "LastName": "Doe",
    "FirstName": "John",
    "Salutation": "Mr.",
    "Name": "John Doe",
    "Title": null,
    "Company": "Kore",
    "Street": null,
    "City": null,
    "State": null,
    "PostalCode": null,
    "Country": null,
    "Latitude": null,
    "Longitude": null,
    "GeocodeAccuracy": null,
    "Address": null,
    "Phone": null,
    "MobilePhone": "9344566xxx",
    "Fax": null,
    "Email": null,
    "Website": null,
    "PhotoUrl": "/services/images/photo/00Q5g00000DYz3mxxx",
    "Description": null,
    "LeadSource": null,
    "Status": "Open - Not Contacted",
    "Industry": null,
    "Rating": null,
    "AnnualRevenue": null,
    "NumberOfEmployees": null,
    "OwnerId": "0055g00000ECRvxxxX",
    "IsConverted": false,
    "ConvertedDate": null,
    "ConvertedAccountId": null,
    "ConvertedContactId": null,
    "ConvertedOpportunityId": null,
    "IsUnreadByOwner": false,
    "CreatedDate": "2022-08-30T06:49:28.000+0000",
    "CreatedById": "0055g00000ECRVXXXX",
    "LastModifiedDate": "2022-08-30T11:25:21.000+0000",
    "LastModifiedById": "0055g00000ECRvPAAX",
    "SystemModstamp": "2022-08-30T11:25:21.000+0000",
    "LastActivityDate": null,
    "LastViewedDate": "2022-08-30T11:26:32.000+0000",
    "LastReferencedDate": "2022-08-30T11:26:32.000+0000",
    "Jigsaw": null,
    "JigsawContactId": null,
    "CleanStatus": "Pending",
    "CompanyDunsNumber": null,
    "DandbCompanyId": null,
    "EmailBouncedReason": null,
    "EmailBouncedDate": null,
    "IndividualId": null,
    "SICCode__c": null,
    "ProductInterest__c": null,
    "Primary__c": null,
    "CurrentGenerators__c": null,
    "NumberofLocations__c": null
    }

    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    • viewLeadbyIdMessage – A message node with script to display responses for various scenarios.
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to view a lead by ID as shown below:

Search Leads

Steps to search all leads in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Search Leads dialog task is added for the Salesforce CRM with the following components:
    • Search Leads: A user intent to search leads.
    • Keyword – Entity nodes for entering the keywords for the searching leads.
    • searchLeadsService – A bot action script to search leads in an external integration. Click the Plus icon to expand to view the searchLeadsService bot action component properties and click the +Add Response link.

    Sample Response:

    {
    "searchRecords": [
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENk9xxxxT"
    },
    "Id": "00Q5g00000ENk9xxxT"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000DZ52HEAT"
    },
    "Id": "00Q5g00000DZ52HEAT"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENnKlEAL"
    },
    "Id": "00Q5g00000ENnKlEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENnKgEAL"
    },
    "Id": "00Q5g00000ENnKgEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcKqEAL"
    },
    "Id": "00Q5g00000ENcKqEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcKlEAL"
    },
    "Id": "00Q5g00000ENcKlEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcKgEAL"
    },
    "Id": "00Q5g00000ENcKgEAL"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENcHDEA1"
    },
    "Id": "00Q5g00000ENcHDEA1"
    },
    {
    "attributes": {
    "type": "Lead",
    "url": "/services/data/v52.0/sobjects/Lead/00Q5g00000ENXzXEAX"
    },
    "Id": "00Q5g00000ENXzXEAX"
    }
    ] }

    • subDomainService – A bot action service to fetch subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    • searchLeadsMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to view all leads as shown below:

Create an Opportunity

Steps to create a new opportunity in Salesforce CRM:

  1. Refer to the Installing the Salesforce CRM Action Templates section to install this template.
  2. The Create Opportunity dialog task is added for the Salesforce CRM with the following components:
    • Create Opportunity : A user intent to create an opportunity.
    • Opportunity Name, Closed Date, and Stage of Opportunity– Entity nodes for gathering the required opportunity details.
    • CreateOpportunityService – A bot action script to create an opportunity in an external integration. Click the Plus icon to expand to view the createOpportunityService bot action component properties.
    • In the Component Properties window, click the Edit Request link to edit the request parameters as shown below:

    Sample Request:

    {
    "attributes": {
    "type": "Opportunity"
    },

    “Name”: “Project Charlie”,
    “CloseDate”: “2022-08-31”,
    “StageName”: “Prospecting”
    }

    To add one or more responses scroll down and click the +Add Response button:

    Sample Response:

    {
    "id": "0065g00000O4bgDAAR",
    "success": true,
    "errors": [] }

    • subDomainService – A bot action service to add subdomain in an external integration. Click the Plus icon to expand to view the subDomainService bot action component properties.
    •  createOpportunityMessage – A message node with script to display responses for various scenarios. 
  3. Click the Train tab to complete the Dialog task training.
  4. Click the Talk to Bot icon to test and debug the dialog task
  5. Follow the prompts in the VA console to create a lead as shown below:
  6. Enter all opportunity details when prompted by the VA.
  7. The new opportunity is created in Salesforce CRM. Click the Chevron icon to expand the new opportunity.
  8. Click the View Opportunity button to view the opportunity details in Salesforce CRM.
메뉴