Lead Capture in Salesforce CRM Using AI Agent

Use the Lead Capture dialog template to collect lead details conversationally and automatically create lead objects in Salesforce CRM.

Overview

The process involves three steps:

1. Link your Salesforce CRM account
2. Install the Lead Capture template
3. Train and test the dialog task

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Step 1: Link Your Salesforce CRM Account

1. Go to Marketplace in the left navigation and select Salesforce CRM integration.

   

2. Click Install at the top right. The Instructions tab opens.

3. Click the Authenticate and Install tab.

4. Under Authorization Type, select Pre-authorize the Integration and then OAuth.

   

System Authorization

Use Kore.ai’s preconfigured Salesforce app:

1. Select System and click Authorize. You are redirected to the Salesforce login page.

   

2. Enter your developer account credentials to connect your Salesforce account.

Custom Authorization

Create your own OAuth profile:

1. Select Custom, then click Select Authorization > Create New.

   

2. Select OAuth v2. See Setting Up Authorization Using OAuth v2.

   

3. Enter the following credentials:

   Field	Description
   Callback URL	Your app’s callback URL.
   Identity Provider Name	Name for the provider.
   Client ID	OAuth client ID.
   Client Secret Key	OAuth client secret.
   Authorization URL	Salesforce authorization endpoint.
   Token Request URL	Token endpoint.
   Scope	Required OAuth scopes.
   Refresh Token URL	Token refresh endpoint.

   

4. Click Save Auth, select the new profile, and click Authorize. You are redirected to login.salesforce.com.

   

5. Enter your login credentials. After successful authorization, click Proceed. The Integration Installed Successfully confirmation is displayed.

   

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Step 2: Install the Lead Capture Template for Salesforce CRM

1. Go to Marketplace and select the Lead Capture for Salesforce CRM dialog template.

   

2. Click Install.

   

3. Fill in the dialog task details:

   Field	Description
   Name	Name of the dialog.
   Description	Description of the dialog.
   Utterances	Phrases that trigger this dialog.
   Channel Experiences	Channel-specific behavior settings.
   Lead Capture Setup	Fields and information to capture.

   

4. Click Finish. The dialog task is auto-created and listed under Automation AI > Use Cases > Dialogs.

   

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Step 3: Train and Test the Dialog Task

1. Click the Test icon.

2. Select a conversation type (Voice or Chat).

3. Click Train to process untrained utterances.

4. Follow the prompts in the App console to create a lead.

   

5. Enter lead details when prompted.

   

6. The lead is created in Salesforce CRM. To view it, log in to Salesforce, then go to App Launcher > Marketing CRM Classic > Leads.

   

7. Publish your app to make this capability available to end users.