How do I set up Salesforce integration for eTrusted?

Salesforce integration for eTrusted brings your feedback and reviews to your work environment. Import your reviews, analyse data, assign tasks, and create business cases with just a few clicks.

Installation

1. Open the URL you received from Trusted Shops for the installation.
2. Select "Install for Admins Only".
3. Tick "I acknowledge that I’m installing a Non-Salesforce Application that is not authorized for distribution as part of Salesforce’s AppExchange Partner Program".
4. Click on "Install".
   
5. A pop-up window for access by third-party providers opens. Tick "Yes, grant access to these third-party web sites". Then click on "Continue".
   

The installation process may take several minutes. As soon as the installation has been completed successfully, the success message "Installation Complete!" appears.

You have now successfully installed the Salesforce integration for eTrusted.

Configuration

Here’s how to set up the integration within your Salesforce instance.

• Add the eTrusted Named Credentials
• Automated case creation and importing reviews

Add the eTrusted Named Credentials

With this step, your team members can use their Salesforce credentials to access reviews and eTrusted functions.

1. Open the Salesforce setup page.
2. Search for "Named Credentials" using the search function on the left edge of the screen.
3. Select the search result.
   
4. A list opens. Click "New" to open a drop-down menu. Then click on "New Legacy".
   
5. The input screen "New Named Credential" opens. Transfer the following information into the input fields:

	Input field	Information
	Label	EtsCredential
	Name	EtsCredential
	URL	https://api.etrusted.com/
	Identity Type	Anonymous
	Authentication Protocol	No Authentication

6. Click on "Save".
7. Return to the Salesforce setup page.
8. Search for "Custom Settings" () using the search function on the left edge of the screen.
9. Select the search result.
10. A list opens. Search for the entry "eTrusted Credentials" within the list. Click on "Manage" () within the entry.
    
11. The "eTrusted Credentials" overview appears. Click on "New".
    
12. The input screen "eTrusted Credentials Edit" opens. Enter your Client ID and Client Secret in the input screen.

13. Click on "Save".
    

This means that you have successfully made the reviews and the eTrusted functionalities accessible to your team members.

Automated case creation and importing reviews

With Salesforce integration “eTrusted Experience Feedback”, you can integrate your Trusted Shops reviews into your Salesforce environment. Once the integration is installed and configured, collected reviews appear as “review object (trustedshops__Review__c)” in Salesforce. This allows you to trigger cases in Salesforce through reviews received.

The integration includes the following range of functions:

• Creation of rules according to which reviews automatically create cases.
• Import of collected reviews into Salesforce.
• Currently, the eTrusted Control Centre is the only way to respond to and report reviews. Within the Salesforce integration, you will find a direct link to the review in the Control Centre in the details of each review.

Open Salesforce integration for eTrusted

1. Within Salesforce, click on the coloured dots in the upper left corner. Search for "eTrusted Experience Feedback" using the search function.
2. Select the search result.
   

You have now successfully opened the Salesforce integration for eTrusted.

Define the rules for automated case creation

1. Within Salesforce integration for eTrusted, go to the "eTrusted Admin Panel" tab.
   
2. Scroll to section "Convert service reviews to cases".
3. Under "Channels" (), select which of your eTrusted channels you want to create cases for automatically.
4. Under "Star ratings" (), select the star ratings for which cases should be created automatically.
5. Activate the "To convert reviews into cases (future reviews and reviews from the past three days), please activate the trigger" () switch.

6. Click on "Save Changes". The success message "Success! Configuration saved successfully" appears.

You have thus successfully defined rules for automated case creation.

Import reviews into Salesforce

1. Within Salesforce integration for eTrusted, go to the "eTrusted Admin Panel" tab.
   
2. Scroll to section "Import service reviews".
3. Under "Channels" (), select for which of your eTrusted channels reviews should be imported.
4. Under "Star ratings" (), select which star ratings the reviews you want to import should have.
5. Use the input fields () to define the date from which the reviews are to be imported.

6. Click on "Save Changes". The success message "Success! Channel sync config updated successfully!" appears.
   

You have now successfully imported reviews into Salesforce.