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Integrate preconfigured service agent in Salesforce

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You can embed preconfigured agents directly into the Salesforce desktop with contextual awareness of the underlying platform. This integration helps agents provide better responses, and helps to further streamline the workflow for your customer service representatives.

Prerequisites

Before you begin, you must have the following environments and console:

  • A Copilot for Service instance connected to a Salesforce environment.
  • A Salesforce production environment or trial environment with access to the Salesforce Service console.

Additionally, for your service representatives to be able to use Copilot for Service in Salesforce, you must assign the agent role to them. Learn more in Assign a security role to a user.

Step 1: Copy the Copilot for Service widget URL

  1. Sign in to your Copilot for Service instance.
  2. On the sitemap, select Channels, and then select Salesforce.
  3. Copy the URL starting after <iframe src=>. For example, https://copilotforservice-test.azureedge.net/widget/index.html?dynamicsUrl=https://XXXXXX.crm10.dynamics.com
  4. Save the URL locally, where you can copy and paste it in a later step.

Step 2: Configure the Copilot for Service widget in Salesforce

  1. Open the Salesforce Service console, and then select the Setup (gear) icon in the top-right corner.
  2. In the search field, type call center, and then in the search results, select Call Centers.
  3. If you're setting up this widget for the first time, you might see a page with a message that says, Say Hello to Salesforce Call Center. Select Continue.
  4. Open a text editor, and then copy the following XML code into it and save it locally as CopilotForServiceConfig.xml.
   <callCenter>
   <section sortOrder="0" name="reqGeneralInfo" label="General Information">
   <item sortOrder="0" name="reqInternalName" label="InternalName">CopilotForService</item>
   <item sortOrder="1" name="reqDisplayName" label="Display Name">Copilot For Service</item>
   <item sortOrder="2" name="reqAdapterUrl" label="CTI Adapter URL">https://TobeUpdated.ms</item>
   <item sortOrder="3" name="reqUseApi" label="Use CTI API">true</item>
   <item sortOrder="4" name="reqSoftphoneHeight" label="Softphone Height">600</item>
   <item sortOrder="5" name="reqSoftphoneWidth" label="Softphone Width">450</item>
   <item sortOrder="6" name="reqSalesforceCompatibilityMode" label="Salesforce Compatibility Mode">Classic_and_Lightning</item>
  </section>
  </callCenter>
  1. Select Import > Choose File, and then navigate to and select the CopilotForServiceConfig.xml file you saved in step 4.
  2. Select Import.
  3. Select Edit, and then in the CTI Adapter URL field, paste the URL for the Copilot for Service widget URL you saved in Step 1: Copy the Copilot for Service widget URL.
  4. Select Save.

Step 3: Add Salesforce users

  1. In the Salesforce Service console, select Manage Call Center Users > Add more users.
  2. Add each Salesforce user you want to access the Copilot for Service widget.

Step 4: Add the softphone utility

  1. Select Setup, and then search for and select App Manager.
  2. Find the Service Console app, select the upside-down triangle on the same row, and then select Edit.
  3. Select Utility Items > Add Utility Item.
  4. Search for and select Open CTI Softphone.
  5. Type a name for your widget, such as "Microsoft Copilot for Service."
  6. Set the width to 450 and height to 600.
  7. Select Save.

Step 5: Enable popups

  1. In Salesforce, go to the service console from the Apps page.
  2. Enable popups by selecting Always allow pop-ups and redirects from <url>.
  3. Select Done.
  4. Refresh your browser. The Copilot for Service add-on should now be available on the toolbar of your agent console.