Salesforce Connector Example
Details on the TSANet Developed Salesforce Connector
TSANet provides a Salesforce Package as a reference integration to show the steps to building integration and the user experience. This is a managed package, and members have complete source code visibility in GitHub. https://github.com/tsanetgit/SFDC
Salesforce Package Components
After installation, the TSANet Connect Package adds the following to Salesforce.
TSAnet Case Object – with child records for response and notes
LWC – for use on the case page
Feed updates – Updates to the TSANet case show in the case feed
Flows and actions – For members who would like to customize UI to best fit their case workflow
TSANet Case Object and Child Objects
The TSANet Case Object holds data sent to and from the TSANet Connect system. Child records provide case responses and notes during the collaboration's lifecycle. Each TSANet Collaboration case is linked to a case in the member’s system.
TSANet Case and Child Objects
TSANet LWC
A lightning web component provides the functionality for making an outbound request. This component is added to the case or could be exposed as part of an action or flow. The user can mouse over the TSANet case to view additional details, and all updates and notes are integrated into the case feed.
TSANet Connect LWC
Case Feed Updates
The package provides a method to update the case feed and post notes.
Feed is updated for all activity on a TSANet Case
Flows
The package provides flows that members can use to customize and automate workflows.
Example Flow – Create Collaboration Case
User Experience – Outbound Request (To Member)
User Experience – Inbound Request (From Member)
Note: The package provides data and screens for the manual process. Members can implement workflow to automate the inbound process as needed.
Ongoing Updates – Collaboration with Connect 2.0 Members.
When collaborating with other TSANet Members, the system supports bi-directional notes in the case feed. Initial response updates are also supported.
Members can control the information they send to collaborating Members. The best practice is to allow the user to define the update's visibility. TSANet suggests these options for note visibility:
the Customer + TSANet Member: updates both the customer and collaborating member
TSANet Member: Only include the TSANet member
Internal Only: for internal notes
Response updates support updating case information, such as the assigned engineer. Salesforce Flows can also be used to message other system-generated case updates.
Multiple Collaborations on a Customer Case
The system supports collaboration with multiple TSANet members on a single customer case. Updates and notes can be directed to all members or a single member. Inbound updates from the Members are separated by Member name within the case feed.
Example: VMware and NetApp in same case
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