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 account 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 an outbound message to trigger the Oracle Salesforce Zendesk Acc2Org Sync integration flow of the recipe, and create a workflow rule to send the outbound message when a Salesforce account is created. Finally, create a custom field for Salesforce account records to store Zendesk organization IDs.

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. On your Salesforce instance, create an outbound message to trigger the Oracle Salesforce Zendesk Acc2Org Sync integration flow of this recipe.

   On the Salesforce Setup page:

   1. Select Account in the Object field, and click Next.

   2. Enter the following details for the new outbound message:

      • Enter a name for the outbound message. Note that the Unique Name field is automatically populated based on the name you enter.

      • Optionally, enter a description for the message.

      • In the Endpoint URL field, enter the following URL:

        https://<OIC_FQDN:OIC_SSL_PORT>/ic/ws/integration/v1/flows/salesforce/ORCL-R-SFDC_ACC_SYN_TO_ZEN_ORG/1.0/

        Where OIC_FQDN and OIC_SSL_PORT are the fully-qualified domain name and port of your Oracle Integration instance (for example, oicinstance.example.com:443).

      • In the User to send as field, select the user account using which you want to send the message.

      • Under Account fields to send, select all the fields and click Add.

      • Click Save.

   The new outbound message is created and displayed on your browser.

6. Now, create a workflow rule to send the outbound message (created previously) when a Salesforce account is created.
   1. On the Salesforce Setup page:

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

      2. Expand Create, then Workflow & Approvals, and then click Workflow Rules.

      If you’re shown the Understanding Workflow page, click Continue.

   2. Click New Rule in the resulting page.
   3. On the New Workflow Rule page:

      1. Select Account in the Object field, and click Next.

      2. Enter the following details for the new workflow rule:

         • Enter the rule’s name.

         • Optionally, enter a description for the rule.

         • In the Evaluation Criteria section, select the created radio button.

         • In the Rule Criteria section, select the formula evaluates to true option, and define the following rule criteria:

           (Account: Account Name NOT EQUAL TO null) AND (Account: Description NOT EQUAL TO null) AND (Account: Zendesk_Org_Id EQUALS null)

         • Click Save & Next.

      3. On the next page, click the Add Workflow Action button and choose Select Existing Action.

      4. On the Select Existing Actions page:

         • Select Outbound Message in the Search field.

         • In the Available Actions box, select the outbound message you created previously. For example, Outbound Message: name of your outbound message.

         • Click Add to move your selection to the Selected Actions box.

         • Click Save.

      5. Click Done.

      The new workflow rule is created and displayed on your browser.

   4. Click Activate to activate the rule.
7. Create a custom field for account records.

   This recipe uses unique IDs associated with organization records in Zendesk to synchronize Zendesk organizations with Salesforce accounts. Create a custom field for Salesforce account 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 Accounts, and then click Fields.

   2. On the Account Fields page, scroll to the Account 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_Org_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 Account Fields page, you can see the new field added under the Account Custom Fields & Relationships section.

Configure Zendesk

To access Zendesk from Oracle Integration and create or read organization 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.