Salesforce Partner Community Integration with x-bees

Owned by Tatiana Bieliakova
Last updated: Oct 02, 2024
4 min read

This Guide describes main points of Salesforce Partner Community Integration usage, including leads creation and management, logging activities and managing opportunities.

Other x-bees documentation: x-bees documentation.

Partner Community documentation: Salesforce Partner Community Guide

Created: May 2023

Updated: September 2024

Permalink: https://wildix.atlassian.net/wiki/x/BAAtCw

Introduction

For Requirements and Activation, check x-bees Admin Guide.


From x-bees, it is possible to create new Salesforce Partner Community leads, manually log activities to Salesforce Partner Community. The user who performs an action on a Salesforce Partner Community record from x-bees is assigned as the author of this activity in Salesforce Partner Community. Also, it is possible to manage Salesforce Partner Community Opportunites right via x-bees.

Create Leads

In case you are communicating with a new contact, you can create Lead right via x-bees:

  1. Open Info frame -> navigate to Salesforce Partner Community section
  2. Click Create Lead


  3. Enter Lead details and click Save


Log Activities

To manually log activities, open a Salesforce Partner Community lead on x-bees Info frame, where you have two options: 

  • Create Task
  • Log Activity


Users who created a task or logged a call via x-bees, can edit the tasks in Salesforce Partner Community.  

Inbound and outbound calls via PBX are automatically logged for users that have a match in Salesforce Partner Community (leads, contacts, accounts) are displayed as completed tasks. 

The data of a logged call includes: participants, call type and duration, date and time the call was received/made, information about transfers.

Notes:

  • The below calls are not logged:
    • Received and missed PBX calls in case of an unknown number.
    • Calls that were cancelled or lasted less than 5 seconds.
    • Calls between users of the same PBX/ WMS Network.
  • If the lead has multiple matches, task is created for the newest lead.
    • This logic applies if the duplicate lead was created after installation of the integration. Otherwise, if a lead had multiple matches before installation of the integration, the match is chosen randomly.   
    • When the lead match is changed, all new tasks are created for the assigned match. Old tasks are not changed. Tasks assigned to the previous match are not displayed for the new match. 


Note: The logging process follows the below rules:

  • If x-bees user, who adds a task or makes a call with Lead or Contact, is not present in Salesforce Partner Community, the task in Salesforce Parter Community is displayed as created by user who installed the integration. Otherwise, the task is displayed as created by user, who actually created the task, or had a call with Salesforce Lead or Contact. 
  • When the user who manually logged the activity is not in Salesforce Partner Community, in the Task Information section a comment is added informing whom the task was created by.
  • Internal activities, which involve only x-bees users are not logged.

View Activities

To view upcoming or overdue activities and see activitity history, proceed to Upcoming and Overdue and Activity History on the Info panel:


When you click on Upcoming and Overdue or Activity History, the relevant details get displayed below: 


Manage Opportunities

In case a Lead is converted in Salesforce Partner Community, besides the Lead tab on the Info frame in x-bees, you can also see Opportunity tab:

Note: To convert Lead in Salesforce Partner Community:

1. Open the Lead in Salesforce Partner Community

2. Navigate to Opportunity section and fill out Opportunity Type and Product of Interest:

3. Add Lead Address

4. In the top panel choose status Converted and click Select Converted Status button:

5. On the screen that pop up, click Convert. 


On the Opportunity tab, you can find such information as Project, Opportunity Stages display, product of interest, summary with key info, possibility to add note or task, etc.:

Note:

  • Only Opprortunities that have not been closed yet are linked to x-bees conversation.
  • Only "Business plan" record type opportunities are displayed.

Within Opportunity tab of Salesforce Partner Community integration with x-bees, you can:

  1. Open Opportunity in Salesforce Partner Community:


  2. Track Opportunity stages (Demo, Project Presentation, etc):


    To view more details or change the Opportunity stage, click Salesforce button to open it in Salesforce Partner Community

  3. Add a new note or task: 

  4. View and edit Summary:

    • To view or edit the Summary including Key Info, Demo Answers

    • To enter editing mode, click on the Pencil icon next to the summary, make the necessary changes in the provided fields and click Save button to save your changes


  5. View Contacts connected to Opportunity in the Contact roles section. To view more details about the Contact, click on the dedicated icon next to the Contact roles to directly open them.

  6. View and edit Notes in the Notes section. To edit a note, click on the Pencil icon next to the relevant note:


  7. View and edit Tasks (upcoming and completed) in the Tasks section. To edit a task, click on the Pencil icon next to the relevant task:


    You can mark a task as completed directly via x-bees, by ticking off the checkbox in front of the necessary task:

Multiple matches found in Salesforce Partner Community

In case there multiple matches were found in Salesforce Partner Community, you can see Wrong match? button: 

Click on it to view matches found in Salesforce Partner Community. Then, you can either choose the necessary match and click Confirm (1) or click Create Lead (2) to create another lead: