Hundreds of corporations 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 assist 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 helpful for gaining insights into prospects, enhancing operations, and guiding strategic selections. Nevertheless, accessing and analyzing the mix of structured knowledge and unstructured knowledge will 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 knowledge in your enterprise techniques. It empowers staff to be extra data-driven, environment friendly, ready, and productive.
Amazon Q Enterprise gives 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 record 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 may 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 may 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 just a few clicks, you may securely join your Salesforce occasion to Amazon Q and unlock a sturdy self-service conversational AI assistant in your Salesforce knowledge.
The next diagram illustrates this structure.
Varieties 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
- Answer
- Process
- Consumer
The Amazon Q Salesforce On-line connector additionally helps area mappings to counterpoint index knowledge with extra fields knowledge. Subject mappings will let you map Salesforce area names to Amazon Q index area names. This contains each default area mappings created robotically by Amazon Q, and customized area mappings you can create and edit.
Authentication
The Amazon Q Salesforce On-line connector helps OAuth 2.0 with the Useful resource Proprietor Password Circulation.
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 stage. You may apply ACL-based chat filtering utilizing Salesforce commonplace objects and chatter feeds. ACL-based chat filtering isn’t out there for Salesforce information articles.
Should you 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.
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 reveal 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 packages to Salesforce, full the next steps to configure your linked 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 identify, enter an API identify used when referring to the linked software.
- Enter your contact electronic mail deal with and telephone.
- If you’re utilizing OAuth, choose the proper scope for OAuth.
- Select Save and await linked software to be created.
- On the Related Apps web page, choose the appliance, 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 Purposes 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 linked software authentication info and select Save.
- Within the IAM position part, select Create a brand new service position (really useful).
- Within the Sync scope part, choose All commonplace objects.
Should you 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 await 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 may add extra 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’ve got permissions so as to add new customers, you may choose Add new customers.
- Select Subsequent.
- Select a person or group from the record to provide them entry to the Amazon Q internet expertise.
- Select Finished.
- Select Replace software to finish organising the Salesforce knowledge connector for Amazon Q Enterprise.
Further Salesforce area 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 out there, or if you wish to map extra doc attributes to index fields, use the customized area mappings to specify how an information supply attribute maps to an Amazon Q index area. You create area mappings by enhancing 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.
- Below Information sources, choose your knowledge supply and on the Actions menu, select Edit.
- Within the Subject mappings part, discover the merchandise that you just wish to add fields to and select Add area. (For this submit, we add the postalCode area to Lead.)
- Add some other fields that you just wish 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 could take a couple of minutes to get began.
When the sync course of is full, you may see a abstract of ingested knowledge on the connector’s Sync historical past tab. Test Whole objects scanned and Added to verify that the proper 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 could fetch a customized area to generate solutions, extra steps are wanted for mapping and crawling the sector. 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 sector identify (for this instance, we’re on the lookout for Article Physique and the sector identify is Article_Body__c) and document this area identify.
- On the Amazon Q Enterprise console, navigate again to your software and select Information sources within the navigation pane.
- Choose the Salesforce knowledge supply and on the Actions menu, select Edit.
- Within the Subject mappings part, underneath Information Articles, select Add area.
- For Salesforce area identify, enter Article_Body__c and map it to _document_body for Index area identify.
- Choose your object kind.
- Select Replace to avoid wasting the adjustments.
- Return to the Information sources web page of the appliance and select Sync now.
When the sync course of is full, you may chat with Salesforce knowledge supply about default fields and likewise the Salesforce customized area 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, examine the quotation hyperlinks included within the solutions. If you could enhance solutions, add extra particulars and context to the questions.
The outcomes aren’t restricted to circumstances and actions. You may as well embody different objects like information bases. If a area 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 selected firm and ask Amazon Q about these alternatives.
After alternatives, examine a pattern information article from Salesforce.
Once you chat with Amazon Q, you may see the precise article is referenced as the first supply.
As you may 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 comparable to “Summarize case titled as provide chain distributors price optimization” or “Give me standing of case with topic as cloud modernization challenge.” Right here, the sf_status and sf_subject metadata fields shall be used to question and generate the related reply.
Incessantly requested questions
On this part, we talk about some ceaselessly requested questions.
Amazon Q Enterprise is unable to reply your questions
Should 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 will let you question sure knowledge sources. If that is so, attain out to your software administrator to verify your ACLs are configured to entry the info sources.
- Information connector sync failed – Your knowledge connector could 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 verify the sync is profitable.
- No subscriptions – Ensure that logged-in customers have a subscription for Amazon Q.
If none of those causes apply to your use case, open a assist 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 record is retrieved after the preliminary full synchronization. After a profitable synchronization, you may add area mappings for customized fields.
Clear up
To stop incurring extra prices, it’s important to scrub up and take away any assets created through the implementation of this answer. Particularly, it is best to delete the Amazon Q software, 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 through the Amazon Q software setup course of will should be eliminated individually. Failing to scrub up these assets could lead to ongoing fees, so it’s essential to take the required steps to take away all parts associated to this answer.
Full the next steps to delete the Amazon Q software, secret, and IAM position:
- On the Amazon Q Enterprise console, choose the appliance 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 through 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 should use it for a protected and seamless integration of generative AI help with Salesforce. Through the use of a single interface for the number of knowledge sources within the group, you may 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, 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.
