Upgrade Salesforce Agent

Upgrading Salesforce Agent (SFA) does not interrupt any contacts in progress. Agents will see the new version when they refresh or navigate away from their current page.

Complete each of these tasks in the order given.

Reinstall Salesforce Agent from the AppExchange

  1. Log in to the Salesforce org where you want to upgrade Salesforce Agent.
  2. Click App Launcher Six dot menu. > View All > Visit AppExchange.
  3. In the search bar, enter Agent for Salesforce.
  4. Select CXone Salesforce Agent - CTI / IVR / ACD / Dialer / Contact Center.
  5. Click Get It Now.
  6. To install the upgrade where your agents work, select Install in Production. To install it in a copy of a production organization, select Install in Sandbox. If prompted, log in first by clicking Log in to the AppExchange.
  7. Agree to the terms and conditions, and then click Confirm and Install.
  8. If prompted, select a Username and log in.

  9. Choose whether to Install for Admins Only, Install for All Users, or Install for Specific Profiles..., then click Install.

    If you choose Install for Specific Profiles..., you have the option to choose which profiles have access to the package. You can set a global policy by using the Set access level for all profiles to setting, and then modify profiles from there.

    Selecting All Users does not interrupt call center assignments, profiles, or data mapping.

  10. Click Install.

  11. Click Done.

  12. In the agent application, select Information to verify the version.

Verify Setup

Follow the installation steps for Salesforce Agent, beginning at Assign Users to Your License, to verify that the license and assigned users are correct.

All Salesforce Agent users should be assigned to the CXone call center. All of the other, older call centers should not be used and can be deleted.

Configure Remote Site Settings

If you have multiple business units on different clusters using the same Salesforce instance, these steps will need to be done for each cluster.

  1. Click Setup in your account menu, located in the top right corner.

  2. Use the Search box to search for Remote Site Settings.

  3. Click Remote Site Settings > inContact API > Clone.

  4. Add the cluster number to the end of the Remote Site Name. For example, inContact_API_B2.

  5. Add the cluster number after the API in the Remote site URL. For example, https://api-b2.incontact.com.

  6. Click Save.