Hundreds of firms worldwide use Salesforce to handle their gross sales, advertising, customer support, and different enterprise operations. The Salesforce cloud-based platform centralizes buyer info and interactions throughout the group, offering gross sales reps, entrepreneurs, and help brokers with a unified 360-degree view of every buyer. With Salesforce on the coronary heart of their enterprise, firms accumulate huge quantities of buyer knowledge inside the platform over time. This knowledge is extremely invaluable for gaining insights into prospects, enhancing operations, and guiding strategic selections. Nonetheless, accessing and analyzing the mix of structured knowledge and unstructured knowledge might be difficult. With the Amazon Q Salesforce On-line connector, firms can unleash the worth of their Salesforce knowledge.
Amazon Q Enterprise is a generative AI-powered assistant that may reply questions, present summaries, generate content material, and securely take actions primarily based on knowledge and data in your enterprise programs. It empowers workers to be extra data-driven, environment friendly, ready, and productive.
Amazon Q Enterprise provides pre-built connectors for over 40 knowledge sources, together with Amazon Easy Storage Service (Amazon S3), Microsoft SharePoint, Salesforce, Google Drive, Atlassian Confluence, Atlassian Jira, and plenty of extra. For a full checklist of knowledge supply connectors, see Amazon Q Enterprise connectors.
On this submit, we stroll you thru configuring and organising the Amazon Q Salesforce On-line connector.
Overview of the Amazon Q Salesforce On-line connector
Amazon Q Enterprise helps its personal index the place you’ll be able to add and sync paperwork. Amazon Q connectors make it easy to synchronize knowledge from a number of content material repositories together with your Amazon Q index. You may arrange connectors to routinely sync your index together with your knowledge supply primarily based on a schedule, so that you’re at all times securely looking via up-to-date content material.
The Amazon Q Salesforce On-line connector supplies a easy, seamless integration between Salesforce and Amazon Q. With just a few clicks, you’ll be able to securely join your Salesforce occasion to Amazon Q and unlock a sturdy self-service conversational AI assistant to your Salesforce knowledge.
The next diagram illustrates this structure.
Forms of paperwork
Whenever you join Amazon Q Enterprise to a knowledge supply like Salesforce, what Amazon Q considers and crawls as a doc varies by connector sort.
The Amazon Q Salesforce On-line connector crawls and indexes the next content material sorts:
- Account
- Marketing campaign
- Case
- Chatter
- Contact
- Contract
- Customized object
- Doc
- Group
- Thought
- Data articles
- Lead
- Alternative
- Accomplice
- Pricebook
- Product
- Profile
- Answer
- Job
- Person
The Amazon Q Salesforce On-line connector additionally helps subject mappings to complement index knowledge with extra fields knowledge. Subject mappings mean you can map Salesforce subject names to Amazon Q index subject names. This consists of each default subject mappings created routinely by Amazon Q, and customized subject mappings which you can create and edit.
Authentication
The Amazon Q Salesforce On-line connector helps OAuth 2.0 with the Useful resource Proprietor Password Stream.
ACL crawling
To securely index paperwork, the Amazon Q Salesforce On-line connector helps crawling entry management lists (ACLs) with position hierarchy by default. With ACL crawling, the data can be utilized to filter chat responses to your end-user’s doc entry degree. You may apply ACL-based chat filtering utilizing Salesforce normal objects and chatter feeds. ACL-based chat filtering isn’t obtainable for Salesforce data articles.
In case you index paperwork with out ACLs, all paperwork are thought-about public. If you wish to index paperwork with out ACLs, ensure the paperwork are marked as public in your knowledge supply.
Answer overview
On this submit, we information you thru connecting an current Amazon Q software to Salesforce On-line. You configure authentication, map fields, sync knowledge between Salesforce and Amazon Q, after which deploy your AI assistant utilizing the Amazon Q internet expertise.
We additionally show easy methods to use Amazon Q to have a dialog about Salesforce accounts, alternatives, duties, and different supported knowledge sorts.
Conditions
You want the next conditions:
Arrange Salesforce authentication
To arrange authentication and permit exterior applications to Salesforce, full the next steps to configure your related software settings:
- In Salesforce, within the Fast Discover field, search and select App Supervisor.
- Select New Related App.
- For Related App Title, enter a reputation.
- For API title, enter an API title used when referring to the related software.
- Enter your contact electronic mail tackle and cellphone.
- If you’re utilizing OAuth, choose the appropriate scope for OAuth.
- Select Save and watch for related software to be created.
- On the Related Apps web page, choose the applying, and on the drop-down menu, select View.
- On the small print web page, subsequent to Shopper Key and Secret, select Handle Shopper Particulars.
- Copy the shopper ID and shopper secret for future use in Salesforce.
Arrange the Amazon Q Salesforce On-line connector
Full the next steps to arrange the Amazon Q Salesforce On-line connector:
- On the Amazon Q Enterprise console, select Functions within the navigation pane.
- Choose your software and on the Actions menu, select Edit.
- On the Replace software web page, depart settings as default and select Replace.
- On the Replace retriever web page, depart settings as default and select Replace.
- On the Join knowledge sources web page, on the All tab, seek for Salesforce.
- Select the plus signal for the Salesforce On-line connector.
- Within the Title and outline part, enter a reputation and outline.
- Within the Supply part, for Salesforce URL, enter your Salesforce server URL in https://yourcompany.my.salesforce.com/
- Within the Authentication part, select Create and add new secret.
- Enter the Salesforce related software authentication info and select Save.
- Within the IAM position part, select Create a brand new service position (really helpful).
- Within the Sync scope part, choose All normal objects.
In case you select to sync solely particular objects, then choose every object sort accordingly.
- Within the Sync mode part, choose New, modified, or deleted content material sync.
- Beneath Sync run schedule, select the specified frequency. For testing functions, we select Run on demand.
- Select Add knowledge supply and watch for the connector to be created.
- After the Salesforce connector is created, you’re redirected again to the Join knowledge sources web page, the place you’ll be able to add extra knowledge sources if wanted.
- Select Subsequent.
- On the Replace teams and customers web page, assign customers or teams from IAM Id Middle arrange by your administrator. Optionally, you probably have permissions so as to add new customers, you’ll be able to choose Add new customers.
- Select Subsequent.
- Select a person or group from the checklist to present them entry to the Amazon Q internet expertise.
- Select Executed.
- Select Replace software to finish organising the Salesforce knowledge connector for Amazon Q Enterprise.
Extra Salesforce subject mappings
Whenever you join Amazon Q to a knowledge supply, Amazon Q routinely maps particular knowledge supply doc attributes to fields inside an Amazon Q index. If a doc attribute in your knowledge supply doesn’t have an attribute mapping already obtainable, or if you wish to map extra doc attributes to index fields, use the customized subject mappings to specify how an information supply attribute maps to an Amazon Q index subject. You create subject mappings by modifying your knowledge supply after your software and retriever are created.
To replace the sector mapping, full the next steps:
- On the Amazon Q console, navigate to your Amazon Q software.
- Beneath Knowledge sources, choose your knowledge supply and on the Actions menu, select Edit.
- Within the Subject mappings part, discover the merchandise that you just need to add fields to and select Add subject. (For this submit, we add the postalCode subject to Lead.)
- Add another fields that you just need to be included within the Amazon Q index after which select Replace.
The setup course of is full.
- Within the software particulars, select Sync now to start out the Amazon Q crawling and indexing course of.
The preliminary sync might take a couple of minutes to get began.
When the sync course of is full, you’ll be able to see a abstract of ingested knowledge on the connector’s Sync historical past tab. Test Complete objects scanned and Added to substantiate that the appropriate variety of paperwork are included within the index.
Mapping customized fields
Salesforce permits you to retailer your distinctive enterprise knowledge by creating and utilizing customized fields. When you’ll want to fetch a customized subject to generate solutions, extra steps are wanted for mapping and crawling the sector. For instance, data articles in Salesforce use customized fields to retailer content material of articles.
Be sure that the preliminary sync course of for the connector is full. On the preliminary sync, the connector will get an inventory of all fields and objects in Salesforce, which is required for customized fields mapping.
Full the next steps to index contents of data articles:
- Navigate to Salesforce Setup and search and open Object Supervisor.
- In Object Supervisor, select the Data
- Within the Fields & Relationships part, discover the sector title (for this instance, we’re on the lookout for Article Physique and the sector title is Article_Body__c) and file this subject title.
- On the Amazon Q Enterprise console, navigate again to your software and select Knowledge sources within the navigation pane.
- Choose the Salesforce knowledge supply and on the Actions menu, select Edit.
- Within the Subject mappings part, beneath Data Articles, select Add subject.
- For Salesforce subject title, enter Article_Body__c and map it to _document_body for Index subject title.
- Choose your object sort.
- Select Replace to avoid wasting the adjustments.
- Return to the Knowledge sources web page of the applying and select Sync now.
When the sync course of is full, you’ll be able to chat with Salesforce knowledge supply about default fields and in addition the Salesforce customized subject that you just added.
Discuss together with your Salesforce knowledge utilizing the Amazon Q internet expertise
When the synchronization course of is full, you can begin utilizing the Amazon Q internet expertise. To entry the Amazon Q software UI, choose your software and select Customise internet expertise, which opens a preview of the UI and choices to customise it.
You may customise the values for Title, Subtitle, and Welcome message within the UI. After you make adjustments, select Save after which select View internet expertise.
After signing in, you can begin chatting together with your generative AI assistant. To confirm solutions, test the quotation hyperlinks included within the solutions. If you’ll want to enhance solutions, add extra particulars and context to the questions.
The outcomes aren’t restricted to instances and actions. You too can embrace different objects like data bases. If a subject isn’t included within the default mapped fields, you continue to can add them within the retriever settings and replace the content material index.
Let’s take a look at alternatives in Salesforce for a particular firm and ask Amazon Q about these alternatives.
After alternatives, test a pattern data article from Salesforce.
Whenever you chat with Amazon Q, you’ll be able to see the precise article is referenced as the first supply.
As you’ll be able to see, every reply has a thumbs up/thumbs down button to offer suggestions. Amazon Q makes use of this suggestions to enhance responses for all of your group customers.
Metadata fields
In Salesforce, doc metadata refers back to the info that describes the properties and traits of paperwork saved in Salesforce. The Amazon Q knowledge supply connector crawls related metadata or attributes related to a doc. To make use of metadata search, go to the Amazon Q software web page and select Metadata controls within the navigation pane. Choose the metadata fields which might be wanted, for example sf_subject and sf_status. This lets you ask metadata lookup queries resembling “Summarize case titled as provide chain distributors value optimization” or “Give me standing of case with topic as cloud modernization venture.” Right here, the sf_status and sf_subject metadata fields will likely be used to question and generate the related reply.
Regularly requested questions
On this part, we talk about some ceaselessly requested questions.
Amazon Q Enterprise is unable to reply your questions
In case you get the response “Sorry, I couldn’t discover related info to finish your request,” this can be due to some causes:
- No permissions – ACLs utilized to your account don’t mean you can question sure knowledge sources. If so, attain out to your software administrator to ensure your ACLs are configured to entry the info sources.
- Knowledge connector sync failed – Your knowledge connector might have did not sync info from the supply to the Amazon Q Enterprise software. Confirm the info connector’s sync run schedule and sync historical past to substantiate the sync is profitable.
- No subscriptions – Make it possible for logged-in customers have a subscription for Amazon Q.
If none of those causes apply to your use case, open a help case and work together with your technical account supervisor to get this resolved.
Customized fields aren’t exhibiting up in fields mappings
A customized fields checklist is retrieved after the preliminary full synchronization. After a profitable synchronization, you’ll be able to add subject mappings for customized fields.
Clear up
To stop incurring extra prices, it’s important to wash up and take away any sources created throughout the implementation of this resolution. Particularly, you need to delete the Amazon Q software, which is able to consequently take away the related index and knowledge connectors. Nonetheless, any AWS Id and Entry Administration (IAM) roles and secrets and techniques created throughout the Amazon Q software setup course of will should be eliminated individually. Failing to wash up these sources might lead to ongoing prices, so it’s essential to take the required steps to take away all parts associated to this resolution.
Full the next steps to delete the Amazon Q software, secret, and IAM position:
- On the Amazon Q Enterprise console, choose the applying that you just created.
- On the Actions menu, select Delete and make sure the deletion.
- On the Secrets and techniques Supervisor console, choose the key that was created for the connector.
- On the Actions menu, select Delete.
- Set the ready interval as 7 days and select Schedule deletion.
- On the IAM console, choose the position that was created throughout the Amazon Q software creation.
- Select Delete and make sure the deletion.
Conclusion
On this submit, we supplied an summary of the Amazon Q Salesforce On-line connector and the way you need to use it for a secure and seamless integration of generative AI help with Salesforce. By utilizing a single interface for the number of knowledge sources within the group, you’ll be able to allow workers to be extra data-driven, environment friendly, ready, and productive.
To study extra in regards to the Amazon Q Salesforce On-line connector, confer with Connecting Salesforce On-line to Amazon Q Enterprise.
Concerning the Creator
Mehdy Haghy is a Senior Options Architect on the AWS WWCS workforce, specializing in AI and ML on AWS. He works with enterprise prospects, serving to them migrate, modernize, and optimize their workloads for the AWS Cloud. In his spare time, he enjoys cooking Persian meals and tinkering with circuit boards.
