1. Sync Contacts in Salesforce with Zendesk User Accounts
  2. Before You Install the Recipe

2 Before You Install the Recipe

You must perform the following configuration tasks on your Salesforce and Zendesk instances in order to successfully connect to these external systems using Oracle Integration and synchronize records between them.

Configure Salesforce

To access Salesforce from Oracle Integration and create/read contact records, you must perform certain configurations on your Salesforce instance.

Create a user account on Salesforce for Oracle Integration. You’ll use the credentials of this user account while configuring the Salesforce connection in Oracle Integration.

Also, identify your Salesforce instance type and your current Salesforce API version. In addition, create a custom field for Salesforce contact records to store Zendesk user IDs, and configure the generation of change-event notifications for the Contact entity.

Note:

The steps provided here apply to the Salesforce Classic UI. If you’re using the Lightning Experience UI on your Salesforce instance, switch to the Classic UI. See Toggle or switch between Lightning Experience and Salesforce Classic.

Log in to your Salesforce instance as an Administrator and perform the following tasks:

  1. Create an API-enabled custom role. You’ll assign this role to the user account you’ll subsequently create for Oracle Integration.
    1. On the Salesforce Setup page:
      1. Expand Manage Users under the Administer section in the left navigation pane.
      2. Click Profiles.
    2. On the Profiles page, click New Profile.
    3. On the resulting page:
      1. In the Existing Profile field, select Standard User .
      2. Enter a name for the new profile (for example, API Enabled), and click Save.

      The new profile is now saved, and the Profile Detail page of the new profile is displayed.

    4. Click Edit on the Profile Detail page.
    5. On the Profile Edit page:

      1. Scroll to the Administrative Permissions section and ensure that the API Enabled check box is selected.

      2. Scroll to the Standard Object Permissions section and perform the following actions.

        • In the Accounts row, leave the Read, Create, Edit, and Delete boxes checked. Additionally, select the ViewAll check box.

        • In the Contacts row, leave the Read, Create, Edit, and Delete boxes checked. Additionally, select the ViewAll check box.

        • In the Price Books row, leave the Read box checked. Additionally, select the Create, Edit, and Delete check boxes.

        • In the Products row, leave the Read box checked. Additionally, select the Create, Edit, and Delete check boxes.

      3. Scroll to the end of the page and click Save.

  2. Create a user account for Oracle Integration and assign the custom role created previously to this account.

    Note:

    If you have already created a user account for Oracle Integration, you can assign the API-enabled custom role to the existing account.
    1. On the Profile Detail page of the API Enabled profile, click View Users.
    2. Click New User in the resulting page.
    3. On the New User page:
      1. Enter a first name and last name for the user. For example, Integration User05.

      2. In the Email field, enter a valid email address.

        The email address you enter is automatically populated in the Username field. Note this username.

      3. In the User License field, select Salesforce.
      4. In the Profile field, select the profile you created previously, that is, API Enabled.

      5. Scroll to the end of the page, ensure that the Generate new password and notify user immediately check box is selected, and click Save.

        The user account is now created, and a verification email is sent to the email address you provided for the account.

    4. Log in to the corresponding email account and click the Verify Account button in the email message from Salesforce.You’re redirected to the Salesforce instance to set a password for the new user account.
    5. Set a password and note it.

      Subsequently, you’re signed in to the Salesforce instance with the new account.

      Note:

      If you’re shown the Lighting Experience UI, switch to the Salesforce Classic UI.
    6. Generate a security token for the new user account. You’ll need this security token along with the password to access Salesforce using Oracle Integration.
      1. Stay signed in as the new user and click the user name at the top of the page to open a menu.
      2. Click My Settings in the menu.
      3. On the My Settings page, in the Quick Links section, click Edit my personal information.
      4. On the resulting page, click Reset My Security Token in the left navigation pane.

      5. Click the Reset Security Token button.

        A new security token is sent to the email address associated with the account. Note the security token.

      6. On the Salesforce instance, click the user name again and select Logout from the menu. Log back in as the Administrator.
  3. Identify your current Salesforce API version. See Find Your Current Salesforce API Version in Using the Salesforce Adapter with Oracle Integration Generation 2.
  4. Identify your Salesforce instance type. See Identify the Instance Type of Your Salesforce Organization in Using the Salesforce Adapter with Oracle Integration Generation 2.
  5. Create a custom field for contact records.

    This recipe uses unique IDs associated with user records in Zendesk to synchronize Zendesk user accounts with contacts in Salesforce. Create a custom field for Salesforce contact records to hold the Zendesk IDs.

    1. On the Salesforce Setup page:

      1. Scroll to the Build section in the left navigation pane.

      2. Expand Customize, then Contacts, and then click Fields.

    2. On the Contact Fields page, scroll to the Contact Custom Fields & Relationships section and click New.
    3. On the New Custom Field page:

      1. Find and select the Text radio button, and click Next.

      2. Enter the following details for the new custom field:

        • Enter Zendesk_User_Id as the field label. Note that the field name is automatically populated based on the label you enter.

        • Enter 50 as the length.

        • Optionally, enter a description for the new field.

        • Select the External ID check box.

        • Click Next.

      3. On the Establish field-level security page, select the Visible check box in the header row to grant edit access to the new field for all profiles. Click Next.

      4. Leave all the layout check boxes selected and click Save.

      On the Contact Fields page, you can see the new field added under the Contact Custom Fields & Relationships section.

  6. Configure the generation of change-event notifications for the Contact entity.
    This configuration is required for the successful execution of the app-driven integration flow (Oracle Salesforce Zendesk Contact2User Sync) of the recipe. With this configuration, when a new contact is created in Salesforce, a change-event notification is generated to trigger the app-driven integration flow of the recipe.
    1. On the Salesforce Setup page:
      1. Scroll to the Build section in the left navigation pane.
      2. Expand Develop, then click Change Data Capture.
    2. On the Change Data Capture page, from the list of available entities, select Contact, and then click Add.
    3. Click Save.

Configure Zendesk

To access Zendesk from Oracle Integration and create or read user records, you’ll need to create an OAuth client on your Zendesk instance. See Create an OAuth Client in Using the Zendesk Adapter with Oracle Integration Generation 2.