crm-henvendelse

Repository containing data model and functionality connected to dialogues between NAV and their end-users. This package exposes a custom rest API for consumers to submit and retrieve inquiry(henvendels) information to and from Salesforce.

1. Core objects

The package consists of three custom objects, Thread__c and Message__c and Conversation_Note__c. Thread and message are made to model a threaded dialogue similar to i.e slack, teams etc. Conversation_Note__c models a written note summary from NAV to summarize either a phone- or physical meeting.

1.1 Thread model

Below are some of the most essential fields defined on Thread__c

Name	Type	Required	Description
CRM_Account__c	Lookup(Account)	false	If the thread is related to an account, standard sharing setup will automatically grant access to the related community user (for person accounts)
CRM_Thread_Type__c	Picklist	false	Specifies the type of thread and should be used to filter all process automation built upon the core solution
CRM_Related_Object__c	String	false	Reference to the object the thread related to (i.e. a Salesforce ID of a record)
CRM_Related_Object_Type__c	String	false	API name of the reference in related object (If this is a SF ID)
CRM_Latest_Message_Datetime__c	String	false	Depicts the timestamp of the newest message in the thread (Calculated via flow)
CRM_From__c	Lookup(User)	false	Relation to a users record (if the dialogue was started by NAV)
CRM_Contact__c	Lookup(Contact)	false	Relation to a community users contact record (if the dialogue was started by the external party)
CRM_From_External__c	Formula(Boolean)	false	Formula field to determine if the dialogue was initiated by the external party or NAV
CRM_API_Reference__c	String	false	To prevent exposing salesforce external IDs in an API this field is always automatically generated for new record
CRM_Date_Time_Registered__c	Datetime	false	Automatically populated on creation of new threads (supporting migrating conversations from other systems without tampering with the system generated CreatedDate)
CRM_Sensitive_Information__c	Boolean	false	Boolean tag to activate the redaction process for a thread. Contact the team for more information about this.

1.2 Message model

Below are some of the most essential fields defined on Message__c

Name	Type	Required	Description
CRM_Thread__c	Lookup(Thread__c)	true	There is a master-detail relation between thread and message (Remember this means that access to the thread record automatically grants access to all messages in the thread)
CRM_Type__c	Picklist	false	Defines the message type and also controls how the message is shown in the standard components. Valid values are INFO, MESSAGE and EVENT. This defaults to message.
CRM_Event_Type__c	Picklist	false	Controlled by the type field and defines a event type if EVENT is selected.
CRM_Message_Text__c	String	false	The actual message text
CRM_Sent_date__c	Datetime	false	Timestamp for when the message was sent (defaults to created date in flow if not set upon insert)
CRM_Read__c	Boolean	true	Reflects the state of the message (from end-user side) if the message has been read. This is automatically set to true when opening the thread via the crmMessagingCommunityThreadViewer
CRM_From_User__c	Boolean	true	Lookup to a user record if the message has been sent from an internal user
CRM_From_Contact__c	Boolean	true	Lookup to a contact record if the message has been sent from an external user

1.3 Conversation note model

Below are some of the most essential fields defined on Conversation_Note__c

Name	Type	Required	Description
CRM_Account__c	Lookup(Account)	false	The account the conversation note is related to
CRM_Communication_Channel__c	Picklist	false	Channel of communication for the note (PHONE OR MEETING)
CRM_Conversation_Note__c	Picklist	false	The actual written conversation note (summary of a conversation)
CRM_Date_Time_Registered__c	Datetime	false	Timestamp for when the note was written. (Automatically populated by default)
CRM_Is_Read__c	Boolean	false	Determines if the note has been read by the recipient (Account/end user)
CRM_Read_Date__c	Datetime	false	Timestamp for when the conversation note was marked as read (Automatically populated when CRM_Is_Read__c is set to true)

2. Access and permissions

Baseline access to functionality in regards to the core is covered in the Messaging_Read_and_Write_Messages_and_Threads permission set. Additionally the Messaging_Quicktext and Redaction_Permission_Set grants access for internal users to user i.e. quick texts in the standard components.

3. Core components

The frontend functionality is delivered by a set og LWC that can be exposed externally and internally

3. Guidelines

When implementing use of this package there are some important guidelines to follow to keep process automation specific for your usecase.

1. You should always define a new thread type for a different process. This means one or more new values should be added to the CRM_Thread_Type__c field. Keep in mind that the amount of data in the tables are way over the LDV limit meaning you should always optimize your queries using indexed fields. For this purpose the CRM_Type__c har been created and indexed on the thread object (This is populated in a flow for ALL thread types and copies the CRM_Thread_Type__c value)
2. Be extremely careful when implementing validation rules to ensure these do ONLY trigger for your process' thread type
3. Please contact #crm-platform-team on slack if you require i.e. new message type or event types for to ensure this keeps the core functionality intact.
4. As of now the API defined in RestServices is tightly connected to STO/STB flow so please contact the team if there is need to restructure the API for more generic thread type handling (should be fairly easy to implement)
5. For journal and archive requirements a discussion is needed as currently the document template is a bit tightly connected to the STO solution and would need minor rework.

4. Dependencies

This package is dependant on the following packages

• crm-platform-base
• crm-journal-utilities
• crm-shared-user-notification
• crm-shared-flowComponents

5. Installation

1. Install npm
2. Install Salesforce DX CLI
   • Alternative: npm install sfdx-cli --global
3. Clone this repository (GitHub Desktop is recommended for non-developers)
4. Run npm install from the project root folder
5. Install SSDX
   • Non-developers may stop after this step
6. Install VS Code (recommended)
   • Install Salesforce Extension Pack
   • Install recommended plugins! A notification should appear when opening VS Code. It will prompt you to install recommended plugins.
7. Install AdoptOpenJDK (only version 8 or 11)
8. Open VS Code settings and search for salesforcedx-vscode-apex
9. Under Java Home, add the following:
   • macOS: /Library/Java/JavaVirtualMachines/adoptopenjdk-[VERSION_NUMBER].jdk/Contents/Home
   • Windows: C:\\Program Files\\AdoptOpenJDK\\jdk-[VERSION_NUMBER]-hotspot

6. Build

To build locally without using SSDX, do the following:

1. If you haven't authenticated a DX user to production / DevHub, run sfdx auth:web:login -d -a production and log in
   • Ask #crm-platform-team on Slack if you don't have a user
   • If you change from one repo to another, you can change the default DevHub username in .sfdx/sfdx-config.json, but you can also just run the command above
2. Create a scratch org, install dependencies and push metadata:

sfdx force:org:create -f ./config/project-scratch-def.json --setalias scratch_org --durationdays 1 --setdefaultusername
echo y | sfdx plugins:install sfpowerkit@2.0.1
keys="" && for p in $(sfdx force:package:list --json | jq '.result | .[].Name' -r); do keys+=$p":PACKAGE_KEY "; done
sfdx sfpowerkit:package:dependencies:install -u scratch_org -r -a -w 60 -k ${keys}
sfdx force:source:push
sfdx force:org:open

Scratch org Setup

There are two apex scripts in dummy data that can be run in order to generate and cleanup dummy data:GenerateData and MergeAccounts. MergeAccounts will try to clean up any duplicate account that were created when importing dummy data. This should be run before GenerateData

The apex scripts can de run with these commands:

• sfdx force:apex:execute -f ./dummy-data/MergeAccounts.apex
• sfdx force:apex:execute -f ./dummy-data/GenerateData.apex

package.json contains some jobs in scripts that can be run in the scratch org:

• scratch:user:enableDebug Enable debug molde on user
• scratch:enableMock:200 Enable all mocks
• scratch:postCreate Runs the two mentioned scripts and the apex scripts

Other

Questions? Ask on #crm-platform-team on Slack.