UTILITY BOT INSTALLATION INSTRUCTIONS............................................................................................

2
PRE-INSTALLATION SETUP ................................................................................................................................................. 2
1. Verify that Lightning Experience is turned on........................................................................................................... 2
2. Enable Einstein Bot in your Org........................................................................................................................................ 2
3. Enable Chat ................................................................................................................................................................................. 2
4. Enable Bot Options Menu ..................................................................................................................................................... 3
5. Organization wide Email Address ................................................................................................................................... 3
6. Create My Domain ................................................................................................................................................................... 4
INSTALLATION...................................................................................................................................................................... 5
POST INSTALLATION SETUP ................................................................................................................................................ 6
1. Make changes to sfdc.chatbot.service.permset permission set ......................................................................... 6
3. Omni-Channel Setup ............................................................................................................................................................... 8
4. Chat Setup .................................................................................................................................................................................... 9
5. Embedded Service Setup .................................................................................................................................................... 10
6. Add Chat channel to the Bot ............................................................................................................................................ 15
7. Add Organization Wide Email Address to Workflow Email Alerts .............................................................. 16
8. Case Reason and Type picklist values ......................................................................................................................... 16
9. Preview the Utility Bot ........................................................................................................................................................ 17
TEST DATA SETUP .............................................................................................................................................................18
Utility Bot Installation Instructions
Pre-Installation Setup

Follow these steps in the sequence listed.

1. Verify that Lightning Experience is turned on

Refer the following help article to verify that Lightning Experience is turned on.
https://help.salesforce.com/articleView?id=lex_enable_turn_on.htm&type=5

2. Enable Einstein Bot in your Org.

Go to Feature Settings > Service > Service Cloud Einstein > Einstein Bots and toggle
the slider to ‘ON’.

3. Enable Chat

Go to Feature Settings > Service > Chat > Chat Settings and check the ‘Enable Chat’
checkbox.
4. Enable Bot Options Menu

Go back to the Einstein Bots setup node in Lightning Experience setup, and click
‘Edit’ in the actions menu. Check the ‘Enable Einstein Bots Options Menu’ checkbox.

5. Organization wide Email Address

Make sure you have organization wide email address defined. This is needed for
sending workflow email alerts. You can refer to this help article.
https://help.salesforce.com/articleView?id=orgwide_email.htm&type=5
6. Create My Domain

Go to 'My Domain' in the Lightning Experience setup and create a domain.

Installation

Install the app from the app exchange.

Post Installation Setup

1. Make changes to sfdc.chatbot.service.permset permission set

Update the sfdc.chatbot.service.permset permission set as per the following:

• Apex Class access: Make sure the permission set has access to UtilityBot
classes as shown below:

• Object Access: Set the object access as shown below

• Field Level Security: Set the FLS as shown below:

o Account

o Case

o Contact

o Consumption: Give Read access for all fields.

o Live Chat Transcript: Give Read access for all fields.

o Outages: Give Read + Edit access for all fields

o Service Areas: Give Read access for all fields

3. Omni-Channel Setup
• Enable Omni Channel: In the Lightning Experience Setup sidebar go to
Feature Settings > Service > Omni-Channel > Omni-Channel Settings. Enable
Omni Channel.

• Create Routing Configurations:

o In the Lightning Experience Setup sidebar go to

Feature Settings > Service > Omni-Channel > Routing Configurations.
Enable Omni Channel.

o Click New and create a new Routing Configuration. Following is an

example:

• Create a queue and associate it with the routing configuration created in the
previous step
 o Go to Users > Queues and click new. Make sure you select the Routing
Configuration created in the previous step. Also, add Case and Live Chat
Transcript objects in the Support Objects section. Following is an
example:

4. Chat Setup
• Create Deployment
o Go to Feature Settings > Service > Chat > Deployments
o Create a Chat Deployment called UtilityBotDeployment
 • Chat Button:
o Go to Feature Settings > Service > Chat > Chat Buttons & Invitations

o Create a Chat Button called UtilityBotChatButton

o Under Routing Information section select 'Omni' as the Routing Type and
for the Queue select the queue created in the Omni-Channel setup section

o Scroll down to the Einstein Bots Settings and set the Einstein
Bots Configuration field to Utility_Bot bot and Save.

5. Embedded Service Setup

• Snap-In requires a site to be set up. Please refer to this help article for
creating/editing Salesforce Sites -
https://help.salesforce.com/articleView?id=sites_creating_and_editing_sites.
htm&type=5
• Go to Lightning Experience Setup and navigate to Feature Settings > Service >
Embedded Service > Embedded Service Deployments. Click on New
Deployment.

• Enter Snap-in deployment name. API name will be autopopualted. Site

Endpoint should auto-populate to the site created in the previous step. Click
save.

• You will be taken to the following screen.

• Click on Start in the Chat Settings. If you have followed the documentation,
your Chat Settings should be auto-populated in the screen shown below.
Verify details and click save.
• You will be taken to the following screen
• Click Edit button in the Pre-chat Page section. Select ‘Just Contacts’ and click
next.

• Make sure that Name and Email fields are shown. Click Save.

• Scroll down to the bottom and click Edit in the Customize with Lightning
Components section. Select UtilityChatPreChat component and click Save.
6. Add Chat channel to the Bot
Go the Feature Settings > Service >Service Cloud Einstein > Einstein Bots. Click on
UtilityBot.

Make sure you are the Overview section.

Click Add button in the Channels section and add the chat channel. Select the chat
button created earlier.
7. Add Organization Wide Email Address to Workflow Email Alerts
• Add Organization Wide email address to following email alerts deployed as
part of the package:

o Service Request Created Email

o Send Verification Code Email

8. Case Reason and Type picklist values

• Make sure that Case Reason and Type fields have the following picklist
values. If not, then add them to the list.

o Case Reason
§ Email Alert
§ Message Alert
§ Transfer
§ Stop

o Case Type
§ Outage Alert
§ Service Request
9. Preview the Utility Bot
• Make sure you have the data setup as described in the Data setup section of
this guide.

• Once the bot is activated, go to the Dialogs page and click Preview.

• Make sure the Embedded Service Channel shows the deployment created in
the earlier step. Click Submit
Test Data Setup
• Create an Account and populate Account Number, Billing Address and
Shipping Address. The Account number format should be AN-XXXXXXXX (e.g.
AN-12345678). This format can be changed in the Einstein Bot
configuration.

• Create a Contact tied to the Account created in the first step. Populate First
Name, Last Name, and Email.

• Create a Consumption record tied to the Account created in the first step. Bot
shows information from the latest consumption record when requested for
energy usage information.

• Create an Outage record. If you want the user to get outage information make
sure that the Outage Start Date is in the past and status is not 'Resolved'.

• Create a Service Area record. The Service Area record should contain the
Zipcode used in the outage record.