This page presents the main steps for setting up the Salesforce Alcmeon connector, from the initial scoping to the checks to be carried out before production deployment.

Step-by-step implementation guide

Define your target operating method

Where will your advisors respond?

• From Alcmeon
• From Salesforce
• In hybrid mode

What data do you want to upload to Salesforce?

• Only conversations
• Conversations with Case Logic
• Conversations with routing or Omni-Channel
• Integrate Case , Routing , or Omni-Channel logic

Prerequisites

• Salesforce Alcmeon package installed
• Salesforce organization connected to Alcmeon
• Salesforce rights and configuration required

Package installation and authorization

Implementation steps

1. Organizing a kick-off meeting to present how the connector works and the online developer documentation
2. Create Alcmeon user profiles for the people who will connect the Salesforce test and production organizations.
3. Installing the Salesforce package
4. Connect and configure a test Salesforce organization
5. Create a test account linked to the test organization
6. Perform end-to-end testing
7. Next, connect the production Salesforce organization and reproduce the configuration validated in the test.

Choose the synchronization mode to configure

Once your target operation is defined, activate the corresponding synchronization mode in Alcmeon.

• If your organization relies on an advisor response in Alcmeon, verify that linking to the correct Salesforce contact is part of the process.
• If your organization relies on routing conversations to Salesforce, verify that the mapping between Alcmeon teams and Salesforce queues is correctly configured.

The choice of synchronization method therefore depends less on a theoretical principle than on your operational organization and the processing circuit chosen.

Learn more about supported workflows

Note : Salesforce package version upgrades are managed by Alcmeon via push upgrades. Test organizations are updated first, followed by production organizations approximately 15 days later if no issues are reported.

Package update

Pre-production checks

• Send a test message
• Check its arrival in Alcmeon
• Verify that the correct synchronization trigger is applied
• Check that the conversation has arrived in Salesforce
• Check the expected behavior in the queue or in Omni-Channel if necessary.

For step-by-step verification before production deployment, see the configuration validation procedure.

Omni-Channel

Use Omni-Channel with the Salesforce connector

If you use Salesforce as your primary processing interface, you can integrate the Alcmeon connector with Salesforce Omni-Channel to automatically distribute conversations to available agents . This compatibility applies to workflows where agents respond from Salesforce, or in a hybrid Alcmeon + Salesforce model where conversations are sent to Salesforce via team routing from Alcmeon.

To learn more about how this works, see the Omni-Channel configuration in Salesforce

What is Omni-Channel used for?

Omni-Channel allows for the automatic assignment of items to be processed by advisors in Salesforce, based on their availability. Within the Alcmeon connector, this means that when a conversation is synchronized in Salesforce, it can then be distributed to the appropriate advisors via standard Salesforce routing mechanisms.

How does this work with Alcmeon?

The important point to understand is that the Alcmeon package does not itself directly route conversations into Omni-Channel. It creates and updates objects in Salesforce.

If you are working with Case , then your Salesforce implementation must create or update the Case , and then let Omni-Channel distribute them to the advisors.

Operating prerequisites

To use Omni-Channel, you need to:

• that conversations are sent to Salesforce via team routing in Alcmeon
• that a Salesforce queue is associated with the Alcmeon team involved in the routing
• that your Salesforce integration can create or synchronize Case from the objects passed by Alcmeon
• that Salesforce users are configured to use Omni-Channel