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Bold360 ai for Salesforce Agent Installation Guide

Introduction

The agent-facing self-service of Bold360 ai allows agents to find information quickly and easily from your database. While answering a case, Bold360 ai will suggest the best answer to use while corresponding with customers.
The integration will work both on the old case layout and the new Console layout.

Prerequisites

Before installing a new package, you must remove any previous instances of the Bold360 ai package. To do so, log in to Salesforce and go to Salesforce Setup > Apps > Installed Packages, then click Uninstall next to the Nanorep (Bold360 ai) package.
The installation process involves two steps: Package installation and setting up the package to appear in the Salesforce Case page template. You must have Salesforce Admin privileges for both steps.

How to install the Bold360 ai Package in Salesforce

To install the package, do the following:
  1. Depending on which Salesforce environment you want to use, download the installation package from the following site:
    • If you want to install the package in a live Salesforce environment, download the installation package form this page.
    • If you want to install the package in a staging environment, replace the sub-domain (that is "login") with your Salesforce staging sub-domain. For example, if your staging sub-domain is cs17.salesforce.com, you must download the package from https://cs17.salesforce.com/packaging/installPackage.apexp?p0=04t24000000Ahad
  2. Log in and install the package for All Users.

How to configure Bold360 ai in Salesforce

  1. In the App Launcher, click NanoRep Configuration and fill in all required information:
    • Account - Your account name, such as my.nanorep.com
    • Knowledge Base - The name of the Knowledge Base that you want to associate with your Salesforce account. For example, English.
    • Api Key - The API key that you created in the Bold360 ai Console on the Settings > Users & Security > API keys tab
    • Case Title - The selected field will be used as email subject.
      Note: when an agent selects an answer that has a meta title, then the meta title will be used as email subject instead of the selected field.
    • Case Description - Select which attribute of a Bold360ai article should be mapped as Case Description in Salesforce
    • Search By - Select whether you want Bold360 ai to search for answers by Case Title, Case Description, or both once the Case page is loaded
      Context Field - You can map Bold360 ai contexts to Salesforce Case fields
      Article Structure - You can configure a header and a footer that will be included in the agent's selected answer.
  2. Add the Bold360 ai widget to all relevant case page layouts:
    1. Go to Salesforce Setup > Object Manager and click Case.
    2. On the Case Page Layouts, select a layout where you want to include the widget.
    3. Create a new section by drag and dropping a Section item to the Case Detail section of the page layout.
    4. Select 1-Column in the Section Properties window and click OK.
    5. Add the Answers page to the new section. 
    6. Double-click the Answers page and set its Height to 400 pixels. Leave the rest unchanged.
    7. Save your changes.
  3. Set up a Salesforce remote site:
    1. Go to Salesforce Setup > Settings > Security > Remote Site Settings.
    2. Click New Remote Site and set the following details:
      • Type Nanorep for Remote Site Name
      • Type https://my.Nanorep.com for Remote Site URL
      • Select the Active option
    3. Save your changes.

Placeholders

A placeholder is a representation of a field value. Placeholders can be placed in response headers, response footers and Bold360 ai Knowledge Base articles.

There are two types of placeholders you can use:

1. Standard Case Field Placeholders: This type of placeholder represents the values of standard Salesforce Case Fields. You can use the following standard case field placeholders:

  • {ContactName}
  • {AccountName}
  • {CreatedByLastName}
  • {CreatedByFirstName}
  • {CaseNumber}
  • {Status}
  • {ContactEmail}
  • {ContactPhone}
  • {CaseReason}
  • {CaseSubject}
  • {CaseOwner}
  • {ContactFax}
  • {SuppliedEmail}
  • {SuppliedPhone}
  • {SuppliedName}
  • {SuppliedCompany}

2. Custom Field Placeholders: This type of placeholder represents non-standard fields. This type of placeholder can be used with different Salesforce objects such as Account, Opportunity, and Case. The placeholder includes an API field representation and is structured as follows:

  1. {!Case.CustomFieldApiName} - to refer to a custom field under the case
  2. {!Case.ObjectName.CustomFieldApiName} - to refer to a custom field under the case associated object

Notes:

  • ObjectName is the name of the standard Salesforce object, such as Account, Opportunity, and Case.
  • CustomFieldApiName is the API name associated with the custom field.

Sample placeholder

The following is an example for a placeholder for the Engineering Req Number custom field of the Case object:

{!Case.EngineeringReqNumber__c}

The following is an example for a placeholder for the Package Type custom field of the Associated Account object:

{!Case.Account.PackageType__c}

You can manage custom field API names by setting up fields for the relevant standard object. For example, to manage the custom fields of the Case object, go to Salesforce Setup > Object ManagerCase > Fields & Relationships.

Refer to the API section, usually at the bottom of the page (in Salesforce Classic Experience), as highlighted below: