Single Sign On with Salesforce as Identity Provider

Administrators may configure Salesforce as their identity provider to automatically authenticate their agents to the Agent for Salesforce platform.

Create a Connected Application in Salesforce

The process of creating a connected application in Salesforce provides you with the information to input into Central in the following steps.

1. Click Setup located in the upper right corner.

2. In the Connected Apps section, click New.
3. For more information on the New Connected App fields, visit help.salesforce.com. Search for Create a Connected App. Refer to the Basic Information section. When appropriate, enter the information below.

4. Under API (Enable OAuth Settings), select Enable OAuth Settings.

5. Enter a callback URL in the Callback URL field, as applicable:

   1. If your Salesforce organization does not have a custom domain, enter:

      https://icagentconsole.{SalesforceInstance}.visual.force.com/apex/icagentconsole__authcallback Your {Salesforce Instance} is formatted as ap5, na88, cs80, eu4, and so forth.

      For example: https://icagentconsole.ap5.visual.force.com/apex/icagentconsole__authcallback

   2. If your Salesforce organization has a customer domain, enter: https://{MyDomain}--icagentconsole.{SalesforceInstance}.visual.force.com/apex/icagentconsole__authcallback Your {Salesforce Instance} is formatted as ap5, na88, cs80, eu4, and so forth. {MyDomain} is the customer domain setup in your Salesforce organization.

      For example: https://customer.incontact.com--icagentconsole.ap5.visual.force.com/apex/icagentconsole__authcallback

   These URLs are case sensitive and need to be entered as shown.

6. Under Selected OAuth Scopes, in the Available OAuth Scopes field, select Access your basic information (id, profile, email, address, phone) and Allow access to your unique identifier (openid).
7. Click Add.

8. Click Save and Continue.

   Use Consumer Key as Client Identifier and Consumer Secret as Client Password while configuring the OpenID Connect settings in Central.

Modify the OAuth Policy for the Connected App

1. In the Quick Find/Search box, search for Connected Apps. Under Manage Apps, select Connected Apps.
2. Click the name of the newly created app. Do not click Edit.
3. Click Edit Policies.
4. In the Permitted Users field, select Admin approved users are pre-authorized.
5. Click Save.
6. Under the Profiles section, click Manage Profiles.
7. Select the users you would like to have access to the connected app.
8. Click Save.

Enable Open ID Connect in Central

Complete the Configure Open ID Connect process.

Configure Salesforce as the Identity Provider in Central

1. In Central, click Admin → Account Settings → Business Units

2. Select your business unit.
3. Select the OpenID Connect tab.
4. Click Edit.
5. In a new tab, log in to your Salesforce.
6. Click Setup located in the upper right corner.
7. In the Quick Find/Search box, search for Connected Apps. Under Manage Apps, select Connected Apps.
8. Click the name of the newly created app. Do not click Edit.
9. Populate the following fields with the information from your connected app. For more information on the fields and their valies, refer to the Business Unit Open ID Connect Tab topic.
10. Select Discover Settings and enter your Salesforce Open ID Configuration URL.
11. In the Client ID field, enter the Consumer Key.
12. In the Client Password field, enter the Consumer Secret.
13. Select client_secret_post for the Client Authentication Method.
14. Click Done.
15. Click Validate and Link.The Salesforce login is displayed.
16. Enter your Salesforce credentials.

Configure Single Sign-On in Salesforce

1. Click Setup located in the upper right corner.

2. Use the Search box to search for CallCenters, then click Call Centers.

3. If the Introducing Salesforce CRM Call Center screen appears, click Continue.

4. Click NICE inContact CXone - Central. Click the call center link, not the Edit link.

5. Under the Call Center Users section, click Manage Call Center Users.

6. Click Add Users.

7. Enter your search criteria.
8. Click Find.
9. Select the preferred users.
10. Click Add Users to Call Center.
11. Below the name of your call center, click the blue highlighted name of your call center.
12. Click Edit.
13. In the Custom Domain field, enter the Business Unit Hostname configured in Central.
14. Click Save.