parcelLab Customer Service for SFSC Integration Guide

This tutorial describes how to install and configure the parcelLab Customer Service Integration for Salesforce Service Cloud (SFSC) to display order and tracking data from parcelLab.

Overview

The parcelLab Customer Service Integration for Salesforce Service Cloud (SFSC) enables your customer service agents to answer delivery-related questions faster. The app enables viewing of all relevant tracking information in real time for orders and can be added to any object within your Service Console (for example: Account, Case, Order).

In this tutorial, you will learn:

• how to generate a parcelLab API token with the required scope

• how to configure the parcelLab SFSC integration, including:

  • Defining credentials for displaying general app content

  • Configuring the display of a link to the parcelLab App

  • Configuring the necessary fields for displaying order data in the parcelLab app

  • Adding the parcelLab app to a page layout

Requirements

Before you start, ensure the following prerequisites are met:

• SFSC

  • Admin user access

• parcelLab

  • Account with tracking data enabled

  • One of the following:

    • SSO for parcelLab App access

    • One user’s login credentials for parcelLab App access

  • Non-encoded API token with Salesforce scope

  • Link to install the parcelLab app in Salesforce

How to generate a parcelLab API token

Before proceeding with setup in Salesforce, you will need an API token with the required scope from parcelLab. This API token can be generated in the parcelLab App by users with any of the following App permissions:

• Account Management Admin (group)

• User Management (role)

For implementing the SFSC app, you will need the non-encoded API token.

To generate a new API token:

1. Click Add API Token.

   

   The Add API Token page will display.

   
2. In the Scopes section, select the Salesforce checkbox. This ensures that your API token has the correct technical scope for use in the Salesforce Service Cloud integration.

3. Add a description of what you will use the token for.

4. Enter your email address. The email address entered will be used for technical inquiries.

5. Click Save. Your API token is generated and a confirmation banner will display at the top of the list of your API tokens. A one-time notification banner will display the API token created, with an encoded token and non-encoded token (to be used with the user_id) shown.

   
6. To copy the newly created token, click on click here to copy for the encoded or non-encoded token.

   

   The API token is copied to your clipboard.

Save the copied tokens somewhere safe. This is important because you will not be able to view the tokens after navigating away from the page.

Installing the parcelLab Customer Service Integration for SFSC

This section describes how you can install the parcelLab Customer Service Integration for SFSC.

To install the app:

1. Log in to your Salesforce account as an admin user.

2. Open the link you received from your parcelLab representative.

3. Select the level of access (for example: Install for all users). This permission provides access to the app page in Salesforce, which contains details about how to generate new API tokens. It does not control permissions for accessing and using the app after it has been added to an object.

4. Click Install. After the installation is complete, a success message will display.

   

You can find the installed parcelLab app in your Salesforce account under Setup > Platform Tools > Apps > Packaging > Installed Packages.

Future app versions and updates will be pushed automatically to your environments.

Configuring the parcelLab Customer Service Integration for SFSC

This section describes how you can configure the parcelLab Customer Service Integration for SFSC after it has been successfully installed.

1

Defining Credentials for Displaying General App Content

To configure credentials that will enable the display of general app content, specify authentication settings in Salesforce as follows:

1. Click on the Setup icon on the top right of your Service Console.

   

   The Setup Menu will display.

   
2. Click Setup. Setup Home opens in a new browser tab.

3. In the search field, enter “Named Credentials”.

   
4. In the dropdown menu, select the setup option Named Credentials.

   The Named Credentials list page will display.

   
5. Click New.

   

   The configuration page for app credentials will display.

   
6. In the Label field, enter a label that will be used to identify the API credentials (for example: Company_UK).

   If you have multiple parcelLab accounts, the label should be descriptive as you will need to reference it during additional configurations.

   The Name field is automatically filled after a label has been entered in the Label field.

When creating test credentials, do not use "ParcelLabTestCred" in the Label and Name fields. A set of credentials with this label come with the package for different purposes and should not be used for an actual setup.

1. In the URL field, enter https://api.parcellab.com.

2. For the Identity Type, select Named Principal.

3. For the Authentication Protocol, select Password Authentication.

   Text fields for Username and Password will display.

4. In the Username field, enter your parcelLab user ID.

   The parcelLab user ID can be requested from your parcelLab representative or retrieved from the parcelLab App under Admin > Accounts.

5. In the Password field, enter your non-encoded parcelLab token.

   The token can be requested from your parcelLab representative or generated in the parcelLab App under Admin > API Tokens.

6. Click Save. The New Named Credential is saved.

   

2

Configuring the Display of a Link to the parcelLab App

To display a link to the parcelLab App:

1. In Named Credentials, click New.

   

   The configuration page for app credentials will display.

   
2. In the Label field, enter the label that was used in the initial configuration (for example: Company_UK) and add “_Magic”.

   This identifies that the app that is configured for the UK account should display a link to the parcelLab App.

   Following our example, the label entered in this step will be “Company_UK_Magic”.

3. In the URL field, enter https://app.parcellab.com.

4. For Identity Type, select Named Principal.

5. For Authentication Protocol, select Password Authentication.

   Text fields for Username and Password will display.

If you have implemented Single Sign-On (SSO) for your parcelLab App access, you do not need to enter any information into the Username and Password fields.

1. In the Username field, enter the email address of a parcelLab App user.

2. In the Password field, enter the user’s password.

3. Click Save. The New Named Credential is saved.

   

For this configuration, please contact your parcelLab representative if you require a technical user account for App access. The login credentials of this technical user will be used for all service agents working with the parcelLab Customer Service Integration in Salesforce.

After the app configuration is complete, you can add the lightning component to any object within a page layout, so your customer service agents can access it from your Service Console.

3

Configuring the Necessary Fields for Displaying Order Data

Before adding the parcelLab app to the page layout where you intend to use it, you need to define the following fields in the object’s details:

• A field for the parcelLab credentials

• A field for the order ID

• A field for the user’s email address or any other alternative field you prefer to identify orders by

The credentials and alternative fields are mandatory to retrieve data in the parcelLab app directly. The order ID field is not mandatory, but it is the most common way to identify an order.

The app will not work without the parcelLab credentials.

The app will work if the order ID and alternative field values are missing, but the field mappings need to be defined for the app configuration.

Create a custom field for parcelLab credentials

To create a field for your parcelLab credentials within the Salesforce object:

1. View a record detail page for the object you would like to add the lightning component to.

2. Click on the Setup icon on the top right of the record detail page.

   

   The Setup Menu will display.

   
3. Click Edit Object. The Object Manager opens in a new browser tab.

4. In the Object Manager, click Fields & Relationships, then click New. The New Custom Field page will display.

5. Select Formula as the Data Type.

6. Click Next.

7. In the Field Label field, enter a label for the formula (for example: parcelLabNamedCredential). The field name populates based on field label.

8. Select Text as the Formula Return Type.

9. Click Next.

10. Insert the formula to define the parcelLab named credential to be returned. This formula should be the name of the named credential that was previously defined, wrapped in quotation marks. Example formula: “Company_UK”

11. Click Next.

12. Review that the field will be added to the correct page layout.

13. Click Save. The field for your parcelLab credentials is saved.

Required User Permissions

Users who need to use the parcelLab app in Salesforce (for example: your customer service agents) must have field-level access to all three fields in the object. Object-level access is not sufficient for accessing and using the parcelLab app.

It is recommended to also assign the permission set included in the app (that is: ParcelLab_User) to all users who need to use the parcelLab app in Salesforce.

4

Adding the parcelLab App to a Page Layout

To add the parcelLab App to a page layout:

1. View a record detail page for the object you would like to add the lightning component to.

2. Click on the Setup icon on the top right of the record detail page to open the page layout editor.

   

   The Setup Menu will display.

   
3. Click Edit Page.

   The page layout editor opens with a list of components displayed on the left-hand side of the page.

4. In the components list, enter “parcelLab” into the search field or scroll through the components list until you see the parcelLab component under Custom - Managed.

   
5. Drag the component to where you want to place it on the page.

   When the component is added to the page, the component configuration will display on the right-hand side of the page layout editor.

   

Initially the component will return an invalid warning.

1. Configure the component by setting the following fields:


• For Named Credentials field name, enter the API field name of the field used to identify your parcelLab API credentials.

• For Order field name, enter the API field name of the field that contains the order ID used in parcelLab.

• For Alternative search field name, enter the API field name of the field you are using in your pages to capture the user’s email address, or any other order attribute by which you can identify an order. This must be an attribute that is associated with the order ID in the parcelLab system within a limited set of fields. For more information please refer to the section on using the search function.

  

These fields must be part of the object’s details for the app to work. For more information, refer to the section on configuring the necessary fields for displaying order data in the parcelLab app.

1. Click Save. The component is added to the page layout.

When the app has been successfully added to the page layout, the component will automatically load the order information when a record detail page is viewed.

If you are unable to locate the order ID field, or experience issues when configuring the lightning component, please contact us by filling in our contact form.

5

Additional Configurations

If you have multiple parcelLab accounts for different countries and/or brands, please follow these configuration instructions.

1. Set all different accounts as separate Named Credentials. The correct parcelLab account credentials are retrieved using a formula you need to define.

2. Create a formula by navigating to Setup > Object Manager > Order (or any other object you want to place the app) > Fields & Relationships.

3. Click New to create a new custom field.

   
4. Select Formula as the Data Type.

   
5. Click Next.

6. In the Field Label field, enter a label for the formula.

7. Select Text as the Formula Return Type.

8. Click Next.

9. Insert the formula to define the parcelLab account name to be returned.

   Example formula: CASE(Country__c,"DE", "parcellab DE", "AT", "parcellab AT", "No parcellab Account")

   In this example formula, all German orders (where the value of the field Country is DE) use the parcelLab DE account (set as the label within the credentials) and all Austrian orders use the parcelLab AT account.

10. Click Save.

    Your formula is saved.

11. In the second column of Fields & Relationships, find the formula’s Field Name and copy it.

12. In the page layout editor, open the page that contains the parcelLab component.

13. Click on the parcelLab component.

    

    The component configuration opens on the right-hand side of the page.

    
14. Under Named Credentials field name, enter the formula’s field name.

The formula field must be present in the object's details for this configuration to work.

1. Click Save. The app is configured for multiple parcelLab accounts.