Getting Started

Getting started

CRM Connector integrates with three CRMs—Salesforce, ServiceNow, and Microsoft Dynamics—to provide seamless communication between the Avaya Experience Platform (AXP Connect) and these CRMs. This document outlines the custom workflow used to extend support to additional CRMs beyond these three.

CRM Integration Types

CRMConnect offers two main solutions:

• Integrated CRM: A standard workflow for pre-integrated CRMs such as Salesforce, Microsoft Dynamics, and ServiceNow.
• Custom CRM: A custom workflow for other CRMs, enabled by the CustomCRM Service.

Workflow

Decision Point

The decision to use either the Integrated CRM or Custom CRM solution is determined by the getCrmType() method call.

Integrated CRM Workflow

• Condition: getCrmType() matches one of the integrated CRM URLs (Salesforce, Microsoft Dynamics, ServiceNow).
• Action: CRMConnect proceeds with the standard workflow, maintaining its existing behavior.

Custom CRM Workflow

• Condition: getCrmType() does not match any of the integrated CRM URLs.
• Action: CRMConnect redirects to the CustomCRM solution.

Custom CRM Service

The CustomCRM Service orchestrates communication between CRMConnect and ClientCRM applications using postMessage() (postMessage Web API).

Prerequisites

• A client application set up to handle postMessage() events.
• Necessary credentials and configurations for the target CRM (e.g., Salesforce).
• The domain where the client application is deployed must be added in Content-Security-Policy tenant configuration in Keycloak.
• Note: avayacloud.com is already whitelisted.