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Plum-CRM Installation and User Guide

Introduction

The Plum-CRM Application provides tighter collaboration between support teams and sales teams. The CRM Application displays CRM data in Jira issues and Jira data in Salesforce screens, sharing timely knowledge between two otherwise disparate teams, running in a multi-tenant scalable environment that can support all deployed Atlassian customers in a single Kubernetes cluster.

A typical use case is an agent using Salesforce will record a case reported by a customer. To work the case Engineering must get involved so the agent syncs the case to a JIra project. The project manager is notified of the new issue and assigns the work to an engineer. As the engineer works on the issue they may request the agent to get a log file from a customer. Instead of using email or phone to communicate with the agent the engineer will enter a comment in the Jira issue which will appear as a comment in the Salesforce case. When the agent receives the log file from the customer it's attached to the salesforce case, which is synchronized to the Jira issue for use by the engineer. As work progresses status is changed on the Jira issue which is synched to the salesforce case, and when the issue is resolved the agent is notified of the fix which can then be sent on to the end customer.

Requirements

  1. User with admin access for Jira

  1. User with admin access for Salesforce

  1. Jira user with permissions to read, update, and delete issues Jira issues (including comments, attachments, and issue links).

  1. Service account user for Salesforce that can read, update, and delete Salesforce records (including comments and attachments).

The Service Account(s) chosen on the configuration screen cannot be used to create or edit issue data. This is also a best practice, i.e., only human users (not service account and not administrators) should be used to edit issue data.

Installation

The installation of the application is performed in three steps.

Step 1: Salesforce Installation

If you don’t have it yet, create a Salesforce Org and make sure that you have admin access. Then install the Salesforce managed package for all users which will install the necessary objects like the triggers and custom fields and screens.

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