Brightly - Confirm

The Confirm integration allows enquiries to be raised in Confirm when a case is created in CXM. When a case is updated in CXM, the associated enquiry will also be updated (subject to configured mappings).

At the point that the enquiry is created or updated, information from the enquiry can also be pulled back and stored in fields on the CXM case.

General settings

On the General tab you can enable / disable the integration with Confirm, and configure the connection settings.

When you save the settings, with the integration enabled, CXM will attempt to connect to Confirm in order to verify the settings.

If the connection fails, the settings will not be saved, and an error message detailing the reason for the failed connection will be displayed.

• Endpoint - the url to the Confirm CRM Connector web service.
• Username - the username of the user that you wish for CXM to transact as.
• Password - the password of the user that you wish for CXM to transact as.
• Tenant ID - the Tenant ID for your Confirm environment (also known as Database ID).
• Cache lookups for (seconds) - the number of seconds to cache code list lookups for (if no value is provided, no caching will be done). Caching helps to reduce the number of requests sent to the Confirm server and speeds up creating and updating enquiries.
• External System Number - the External System Number configured for the CXM application within Confirm. This must be configured if you wish to receive updates from Confirm.
• Timezone - the timezone region that is set for your Confirm instance.
• Set Logged Time? - whether to set the LoggedTime field on the Enquiry to the time that the integration was triggered via a rule. If disabled, the Confirm system time at the point of integration will be used. This is important in situations where there is a delay in creating the Enquiry (e.g. due to Confirm being unavailable) and you need SLAs in Confirm to be calculated from the point the Enquiry was created, rather than from the point that the case was created in CXM, for example.
• ConfirmWeb base url - if this value is set, the actual file will be uploaded to Confirm when a file is attached to an integrated case. Otherwise, an Enquiry Document will be created with just a link to download the file from CXM.
  If using Confirm OnDemand, these urls are as follows:
  • Development environment: https://development-connector.ondemand.confirm.co.uk/ConfirmWeb
  • Production environment: https://production-webservices.ondemand.confirm.co.uk/ConfirmWeb

References

A Reference is a special type of field used to store an Enquiry number against a case. When creating a mapping template, the reference which the template applies to must be selected.

Mapping templates

A Mapping template is a set of mappings which define the data to be passed between CXM and Confirm when creating and updating Enquiries.

After giving your mapping template a name, you must select the type. There are 3 types of mapping template that can be created:

• Create Enquiry (outgoing) - defines the Enquiry fields to be populated when creating an Enquiry.
• Update Enquiry (outgoing) - defines the Enquiry fields to be updated when updating an Enquiry.
• Enquiry updated (incoming) - defines the Enquiry data which should be pulled back from Confirm and stored on the CXM case, following a create/update action instigated by CXM, or an update made directly in Confirm (when 2-way integration is configured).

Finally you must complete the mappings.

In the first row of the mappings you must select which Reference the template applies to. For Create Enquiry templates, this means that the Enquiry Number for the new Enquiry will be stored in this Reference. For Update Enquiry templates, this means that the Enquiry Number of the Enquiry to be updated, is held in this Reference. For Enquiry updated templates, this means that the template would be applied when we receive an update for an Enquiry where the Enquiry Number is held within this Reference.

The subsequent rows are field mappings. In order to raise an Enquiry in Confirm, at a minimum the Service code and the Subject code for the Enquiry must be set. You can then add as many additional mappings as you wish by clicking the Add Another button.

The following type of data can be used from the CXM case:

• Case field values
• Case dates
• Linked Person details
• Linked Address details

You can also configure a manual text mapping, if the value of the Enquiry field should be the same each time that mapping template is used.

To map CXM values to/from Enquiry Attributes, from the dropdown on the right-hand side of the mappings interface select Enquiry Attribute, a text field will then appear below the dropdown. This text field expects the Enquiry Attribute type code, which can be entered either as as a static value or from the value of a case field using a case detail placeholder.

Outgoing mapping templates are applied via rules, using the Apply integration action. Incoming mapping templates are applied when an Enquiry update is received from Confirm, or as a result of a Create or Update Enquiry mapping template being applied. All incoming mapping templates for the applicable Reference will be applied.

Log

The integration log provides a summary of case integration actions that have occurred; including where enquiries have been successfully raised or updated, and where enquiries have failed to be raised (including the reason for the failure, if known). The log also details any validation failures when creating or updating the Enquiry, or when updating the case with values from the Enquiry. Reviewing the integration log can help to identify incorrect mappings, or areas where validation during data capture are insufficient.

Where an action has failed due to a connection issue or other intermittent error, it will be retried up to a maximum of ten times. If integration has failed due to a validation error (e.g. due to an invalid mapping value), it will not be retried.

Getting updates from Confirm

CXM accepts requests from the Confirm CRM Agent to allow CXM cases to be updated when changes are made to the associated Enquiry in Confirm. In order to enable this, there are a few things that need to be configured in both CXM and Confirm.

1. Setting up CXM as an External System in Confirm

This option is found under Customer Services > Enquiry Lookups in the Confirm Explorer menu. The only field that needs to be filled in here is System Name, which can be anything which clearly identifies the CXM account that you will be connecting to.

Once you click Save, a System Number will be displayed in the form. It is this number that should be set for the External System Number in the Confirm integration settings within CXM.

2. Setting up Service API access

CRM Agent will send Enquiry updates to CXM via the Service API, it is advised that a separate API is set up specifically for this purpose, see Service APIs for instructions on how to set this up in CXM.

3. Configuring CRM Agent

The settings for this can be found in the Confirm Explorer menu under Customer Services > Enquiry Lookups > CRM Agent System Settings.

First, in the External Issue System field select the External System that was just created. The Username, Password, and Database fields are ignored.

Then you need to add a transformation. The URL is based on the Service API set up above. The structure of the URL is as follows:

<Service API URI>/integration/confirm/crm-agent?key=<Service API Key>

The values for both placeholders <Service API URI> and <Service API Key> can be found on the page for the Service API that has been set up above.

For example, given the following setup:

The URL that would be configured in CRM agent would be:

https://myaccount.api.q.jadu.net/api/service-api/confirm-2-way/integration/confirm/crm-agent?key=135f959e4f45cee65f3378917964fd3395cd9ab51b5b4a848db75a84fd8127fb

Both the Request Stylesheet and Response Stylesheet fields should be left blank, and in the HTTP Headers field you should enter

Content-Type:text/xml

4. Ensure that the CRM Agent scheduled task is enabled

The settings can be found under System Administration > Scheduled Tasks in the Confirm Explorer menu.

Consult Confirm documentation / support if you are unsure of how to use any of the features within Confirm. The advice above is intended only to explain the settings required to integrate with CXM.

Enquiry Documents

When an attachment is added to a CXM case which has an associated Enquiry in Confirm, an Enquiry Document will be added containing a link to download the attachment from CXM, and the attachment description or name. Please note when opening the link, you will be required to sign in to CXM before the file will be downloaded.