Salesforce integration

Introduction

Waylay now offers various sensors and actuators that interface via oAuth2 with Salesforce for Salesforce customer support case management. This allows you to construct business rules in Waylay that interact with the Salesforce ecosystem for e.g. creating cases, updating cases, reading properties of assets, get account information etc.

SALESFORCE

Setting up the Salesforce connection

SALESFORCE

You need to grant your Waylay environment access to your Salesforce environment. We use the oAuth2 mechanism to connect. if you have Admin rights to your Waylay environment, you will find via the ‘Channels’ tile, a button to set up the connection to Salesforce. You will be redirected to the authentication page of Salesforce. You have to log in with your Salesforce credentials and allow Waylay to access your Salesforce environment. From now on, all Salesforce sensors and actuators in your Waylay business rules will interact with your Salesforce environment over a secure and authenticated channel.

Example Use Case: Predictive Maintenance

We assume here that you have pre-created a Customer Account (e.g. SmartEngineCompanyX) and an Asset (e.g. EngineX) in your Salesforce environment. In this use case, Waylay will monitor the data coming from this Asset and proactively create a customer service Case.

SALESFORCE

In Waylay, the business rule will

  • try to find the right Asset and retrieve the Asset properties from Salesforce
  • create a new Salesforce “Case” with diagnostics results (e.g. “Mechanical problem”) and recommended action (e.g. “dispatch field engineer”)

SALESFORCE

You can download this rule from our github repository: https://github.com/waylayio/demo-general

More about the out of the box Salesforce sensors and actuators here

Example Use Case: Field Tech Support

Once there is a specific customer service Case created, the Field Service app in Salesforce can create a work order and schedule it to a field force agent.

SALESFORCE

This work order references the proactive Case created in the previous example. We now assume that a field tech agent is dispatched to the location of the customer to fix the mechanical problem. This field tech agent uses the Salesforce Lightning App.

SALESFORCE

The fielf tech agent can drill down from the work order to the proactive case details and any diagnostics information generated by Waylay. Once on-site, the field agent will perform his tasks to fix the problem with our Asset EngineX. In many cases, this involves taking additional measurements with his specialized tools. Waylay offers an API and an interface through wich log files can be analyzed by business logic expressed in a Waylay template. Via the ‘Labs’ tile in Waylay, you can upload a log file in CSV format and perform a ‘template batch run’ to evaluate this log file in real time.

SALESFORCE

In our example here, the log file contains a series of measurements and possible error codes for the resource that corresponds to the Asset EngineX. Our business rule in our template will read the error code, look up the error code in a database (google sheet) to find a human readible string and calculate a recommendation for the field tech agent (perform a manual factory reset). At the end of the rule, the recommended action for the agent is pushed to the Salesforce ‘Case Feed’ of our proactive case such that both the field tech agent as the remote service agent can watch in real time the progress of the field intervention.

SALESFORCE

You can download this rule from our github repository: https://github.com/waylayio/demo-general