Zimbra Community 8.0, which is available from Zimbra Support, is required for partnership with Zimbra Connect for Salesforce.
Install the files that the community needs for Zimbra Connect for Salesforce.
Configure the database to capture data and analytics about the integration. The installation package contains a folder called /SqlScripts which contains the necessary SQL files.
All interactions between any customer service agent and people seeking answers in the community will come through a single user/persona within the community in this release of Zimbra Connect for Salesforce. You must create this user and grant it the appropriate permissions to ensure information exchange between Zimbra Community and Salesforce.
(In a future version of Zimbra Connect for Salesforce, each of your support agents will be enabled to use their established community profiles. All communication between each support agent and customers, prospects and partners needing help will be from their profiles.)
Once you have the Web site and database installation complete, you can enable the initial connection between Zimbra Community and Salesforce.
You must have:
To enable the plugin:
Note: Enabling the Zimbra Connect for Salesforce plugin automatically adds a .css file and images to the site's themes and adds the Zimbra Connect for Salesforce widgets to the appropriate pages within the community. Server and/or browser caching may prevent these changes from being seen immediately. After enabling the plugin, you may need to restart the Web site and/or clear the browser cache to make the Zimbra Connect for Salesforce functionality appear.
The integration requires a number of tasks that run within Zimbra Community's Job Service to synchronize the profiles and handle all communication between Zimbra Community and Salesforce.
If the job plugins are not enabled, the corresponding functions will not be enabled.
Initially synchronizes all users from Zimbra Community to Salesforce contacts where email addresses match, as well as any new users who are created after the initial synchronization.
Also synchronizes users as any profile field values are updated within Zimbra Community, pushing the changes to Salesforce (for any profile fields marked as Export within the Profile Sync tab in the Zimbra Connect for Salesforce plugin).
To install the tasks:
** You can increase or decrease the frequency of the jobs by changing the Cron expressions in the tasks.config file. One use for this change might be controlling the volume of API calls you make to Salesforce. For example, if you run Salesforce - Delayed Escalation Job every 20 minutes instead of every 15 minutes, it will take a little longer for the changes to synchronize, but you will incur fewer API calls.
You must make your instance of Salesforce.com aware of the Zimbra Community integration so that it can make remote calls to the community when needed.
You can now configure the business rules for the integration to ensure the profile synchronization and forum thread escalation provide the right level of agent-escalated support for your community. Refer to the Zimbra Connect for Salesforce Administrator Guide for more information.
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