1000’s of corporations worldwide use Salesforce to handle their gross sales, advertising and marketing, customer support, and different enterprise operations. The Salesforce cloud-based platform centralizes buyer data 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, corporations accumulate huge quantities of buyer knowledge inside the platform over time. This knowledge is extremely precious for gaining insights into prospects, bettering operations, and guiding strategic choices. Nevertheless, accessing and analyzing the mix of structured knowledge and unstructured knowledge may be difficult. With the Amazon Q Salesforce On-line connector, corporations 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 based mostly on knowledge and data in your enterprise techniques. It empowers staff to be extra data-driven, environment friendly, ready, and productive.
Amazon Q Enterprise affords 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 information 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 possibly can add and sync paperwork. Amazon Q connectors make it simple to synchronize knowledge from a number of content material repositories together with your Amazon Q index. You possibly can arrange connectors to robotically sync your index together with your knowledge supply based mostly on a schedule, so that you’re at all times securely looking by up-to-date content material.
The Amazon Q Salesforce On-line connector supplies a easy, seamless integration between Salesforce and Amazon Q. With a number of clicks, you possibly can securely join your Salesforce occasion to Amazon Q and unlock a strong self-service conversational AI assistant in your Salesforce knowledge.
The next diagram illustrates this structure.
Forms of paperwork
Once you join Amazon Q Enterprise to a knowledge supply like Salesforce, what Amazon Q considers and crawls as a doc varies by connector kind.
The Amazon Q Salesforce On-line connector crawls and indexes the next content material varieties:
- Account
- Marketing campaign
- Case
- Chatter
- Contact
- Contract
- Customized object
- Doc
- Group
- Thought
- Information articles
- Lead
- Alternative
- Associate
- Pricebook
- Product
- Profile
- Resolution
- Process
- Person
The Amazon Q Salesforce On-line connector additionally helps discipline mappings to complement index knowledge with further fields knowledge. Discipline mappings assist you to map Salesforce discipline names to Amazon Q index discipline names. This consists of each default discipline mappings created robotically by Amazon Q, and customized discipline mappings that you may 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 knowledge can be utilized to filter chat responses to your end-user’s doc entry degree. You possibly can apply ACL-based chat filtering utilizing Salesforce customary objects and chatter feeds. ACL-based chat filtering isn’t accessible for Salesforce information articles.
For those who index paperwork with out ACLs, all paperwork are thought of public. If you wish to index paperwork with out ACLs, be sure the paperwork are marked as public in your knowledge supply.
Resolution overview
On this submit, we information you thru connecting an current Amazon Q utility 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 exhibit find out how to use Amazon Q to have a dialog about Salesforce accounts, alternatives, duties, and different supported knowledge varieties.
Stipulations
You want the next stipulations:
Arrange Salesforce authentication
To arrange authentication and permit exterior applications to Salesforce, full the next steps to configure your linked utility settings:
- In Salesforce, within the Fast Discover field, search and select App Supervisor.
- Select New Linked App.
- For Linked App Identify, enter a reputation.
- For API title, enter an API title used when referring to the linked utility.
- Enter your contact e mail deal with and cellphone.
- In case you are utilizing OAuth, choose the fitting scope for OAuth.
- Select Save and watch for linked utility to be created.
- On the Linked Apps web page, choose the applying, and on the drop-down menu, select View.
- On the main points web page, subsequent to Shopper Key and Secret, select Handle Shopper Particulars.
- Copy the consumer ID and consumer 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 Purposes within the navigation pane.
- Choose your utility and on the Actions menu, select Edit.
- On the Replace utility web page, go away settings as default and select Replace.
- On the Replace retriever web page, go away 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 Identify 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 linked utility authentication data and select Save.
- Within the IAM position part, select Create a brand new service position (beneficial).
- Within the Sync scope part, choose All customary objects.
For those who select to sync solely particular objects, then choose every object kind accordingly.
- Within the Sync mode part, choose New, modified, or deleted content material sync.
- Below 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 possibly can add further knowledge sources if wanted.
- Select Subsequent.
- On the Replace teams and customers web page, assign customers or teams from IAM Identification Middle arrange by your administrator. Optionally, when you have permissions so as to add new customers, you possibly can 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 Achieved.
- Select Replace utility to finish organising the Salesforce knowledge connector for Amazon Q Enterprise.
Further Salesforce discipline mappings
Once you join Amazon Q to a knowledge supply, Amazon Q robotically 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 accessible, or if you wish to map further doc attributes to index fields, use the customized discipline mappings to specify how an information supply attribute maps to an Amazon Q index discipline. You create discipline mappings by modifying your knowledge supply after your utility and retriever are created.
To replace the sphere mapping, full the next steps:
- On the Amazon Q console, navigate to your Amazon Q utility.
- Below Knowledge sources, choose your knowledge supply and on the Actions menu, select Edit.
- Within the Discipline mappings part, discover the merchandise that you just need to add fields to and select Add discipline. (For this submit, we add the postalCode discipline to Lead.)
- Add every other 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 utility particulars, select Sync now to start out the Amazon Q crawling and indexing course of.
The preliminary sync could take a couple of minutes to get began.
When the sync course of is full, you possibly can see a abstract of ingested knowledge on the connector’s Sync historical past tab. Test Complete gadgets scanned and Added to substantiate that the fitting variety of paperwork are included within the index.
Mapping customized fields
Salesforce lets you retailer your distinctive enterprise knowledge by creating and utilizing customized fields. When you might want to fetch a customized discipline to generate solutions, further steps are wanted for mapping and crawling the sphere. For instance, information articles in Salesforce use customized fields to retailer content material of articles.
Be sure the preliminary sync course of for the connector is full. On the preliminary sync, the connector will get a listing of all fields and objects in Salesforce, which is required for customized fields mapping.
Full the next steps to index contents of information articles:
- Navigate to Salesforce Setup and search and open Object Supervisor.
- In Object Supervisor, select the Information
- Within the Fields & Relationships part, discover the sphere title (for this instance, we’re searching for Article Physique and the sphere title is Article_Body__c) and file this discipline title.
- On the Amazon Q Enterprise console, navigate again to your utility and select Knowledge sources within the navigation pane.
- Choose the Salesforce knowledge supply and on the Actions menu, select Edit.
- Within the Discipline mappings part, underneath Information Articles, select Add discipline.
- For Salesforce discipline title, enter Article_Body__c and map it to _document_body for Index discipline title.
- Choose your object kind.
- Select Replace to save lots of the adjustments.
- Return to the Knowledge sources web page of the applying and select Sync now.
When the sync course of is full, you possibly can chat with Salesforce knowledge supply about default fields and likewise the Salesforce customized discipline 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 utility UI, choose your utility and select Customise internet expertise, which opens a preview of the UI and choices to customise it.
You possibly can 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 might want to enhance solutions, add extra particulars and context to the questions.
The outcomes aren’t restricted to instances and actions. You may as well embody different objects like information bases. If a discipline 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 have a look at alternatives in Salesforce for a particular firm and ask Amazon Q about these alternatives.
After alternatives, test a pattern information article from Salesforce.
Once you chat with Amazon Q, you possibly can see the precise article is referenced as the first supply.
As you possibly can see, every reply has a thumbs up/thumbs down button to supply 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 data 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 utility web page and select Metadata controls within the navigation pane. Choose the metadata fields which can be wanted, as an example sf_subject and sf_status. This lets you ask metadata lookup queries resembling “Summarize case titled as provide chain distributors price optimization” or “Give me standing of case with topic as cloud modernization mission.” Right here, the sf_status and sf_subject metadata fields will probably be used to question and generate the related reply.
Often requested questions
On this part, we talk about some incessantly requested questions.
Amazon Q Enterprise is unable to reply your questions
For those who get the response “Sorry, I couldn’t discover related data to finish your request,” this can be due to some causes:
- No permissions – ACLs utilized to your account don’t assist you to question sure knowledge sources. If that is so, attain out to your utility administrator to ensure your ACLs are configured to entry the information sources.
- Knowledge connector sync failed – Your knowledge connector could have did not sync data from the supply to the Amazon Q Enterprise utility. Confirm the information 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 displaying up in fields mappings
A customized fields checklist is retrieved after the preliminary full synchronization. After a profitable synchronization, you possibly can add discipline mappings for customized fields.
Clear up
To stop incurring further prices, it’s important to scrub up and take away any sources created throughout the implementation of this answer. Particularly, you need to delete the Amazon Q utility, which is able to consequently take away the related index and knowledge connectors. Nevertheless, any AWS Identification and Entry Administration (IAM) roles and secrets and techniques created throughout the Amazon Q utility setup course of will should be eliminated individually. Failing to scrub up these sources could lead to ongoing prices, so it’s essential to take the mandatory steps to take away all parts associated to this answer.
Full the next steps to delete the Amazon Q utility, secret, and IAM position:
- On the Amazon Q Enterprise console, choose the applying that you just created.
- On the Actions menu, select Delete and ensure 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 utility creation.
- Select Delete and ensure the deletion.
Conclusion
On this submit, we supplied an outline of the Amazon Q Salesforce On-line connector and the way you should utilize it for a protected and seamless integration of generative AI help with Salesforce. By utilizing a single interface for the number of knowledge sources within the group, you possibly can allow staff to be extra data-driven, environment friendly, ready, and productive.
To study extra in regards to the Amazon Q Salesforce On-line connector, check with Connecting Salesforce On-line to Amazon Q Enterprise.
In regards to 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.
