Configure the BeyondTrust Middleware for the Salesforce Plugin

All of the steps in this section take place in the BeyondTrust Remote Support Middleware Configuration interface. Access your Remote Support Middleware by going to http://<middleware.customer.com>:53231/#/overview.

Create Salesforce Plugin Configuration

Salesforce plugin

From the Middleware landing page, click the clipboard icon with the plus symbol to add a new plugin configuration.

 

Configure Salesforce Plugin

Salesforce plugin full

From the Middleware plugin configuration page, enter the following values:

  • Plugin Configuration Name: Development Salesforce Plugin (i.e., an arbitrary value which accurately represents the configuration)
  • Appliance Id: Default (i.e., a value that matches the Appliance Configuration name in Salesforce)
  • Outbound Event Types: (check the boxes next to the outbound events which should be processed)
    • Support Session End: Indicates a session has ended. This will be required for session reports to be imported into Salesforce.
    • Customer Exit Survey is Completed: Indicates a customer exit survey has been completed.
    • Representative Exit Survey is Completed: Indicates a representative exit survey has been completed.
  • Retry Attempt Limit: The maximum number of retry attempts for events the plugin failed to process
  • Retry Outbound Event Types: (check the boxes next to the outbound events which should be retried in case of a failure)
    • Support Session End: Indicates a session has ended. This is required for session reports to be imported into Salesforce.
    • Customer Exit Survey is Completed: Indicates a customer exit survey has been completed.
    • Representative Exit Survey is Completed: Indicates a representative exit survey has been completed.
  • Hostname: (the hostname of the Salesforce site)
  • Authentication Context URL: /services/oauth2/token (i.e., the Salesforce OAuth token URL)
  • Salesforce Client ID: (Consumer Key from the Salesforce connected application)
  • Salesforce Client Secret: (Consumer Secret from the Salesforce connected application)
  • Salesforce Username: (Salesforce user account username)
  • Salesforce Password: (Salesforce user account password)
  • Outbound Event Context URL: (URL used in Salesforce to handle the outbound event request)

For importing Remote Support sessions into Salesforce (most common use), use:

/services/apexrest/BGIntegration/SessionUpdate will route requests to the SessionUpdateController

For simply recording the outbound event in Salesforce, use:

/services/apexrest/BGIntegration/OutboundEvent will route requests to the OutboundEventController

Click Submit to save the configuration.