Category Archives: salesforce

Options to Integrate Chat GPT with Salesforce

In this section, we will go over the various options for integrating GPT with Salesforce. There are three ways to achieve Chat GPT with Salesforce:

  1. Build a custom integration using the Salesforce APEX to call GPT Model API
  2. Pre-built integration packages or solutions are available on the Salesforce AppExchange
  3. Create and Host a GPT model on any public cloud or local machine.

I don’t believe any ISV partner ( has already developed a package to integrate with the GPT Model. Also, creating and hosting a GPT model can be a complex task that requires a good understanding of machine learning and artificial intelligence.

GPT-3 is a pre-trained model that OpenAI provides; it is not publicly available to download and host on one’s local server or in the public cloud. So, options #2 and #3 are invalid at this moment.

Integrate GPT-3 Model API with Salesforce

We must use the API made available by the service that hosts the GPT model in order to call the predicted text from a Chat GPT model. Send an HTTP request from APEX to a specific endpoint. The body of the request is where you put any needed authentication information or parameters. High-level steps to Integrate Chat GPT with Salesforce

  1. Sign up for an API key from OpenAI
    • Go to the OpenAI website ( and click on the “Sign In” button in the top right corner of the page.
    • After signing in, click on the “API” button at the top of the page.
    • Click on the “Create an API Key” button on the API page.
    • Provide a name for your API Key and select the permissions you want to grant to the key.
    • Click on the “Create” button to create the key.
  2. Once you have an API key, you can use it to request the GPT-3 API.
  3. The endpoint for generating text from a GPT-3 model is:
  4. You can make a POST request to this endpoint with a JSON payload that includes your API key, the text you want to generate completions for, and any other parameters you want to customize the generated text.
import json
import requests

api_key = "YOUR_API_KEY"
model = "davinci-codex"
prompt = "Write something interesting about Salesforce integration"

headers = {
    "Content-Type": "application/json",
    "Authorization": f"Bearer {api_key}"

data = {
    "prompt": prompt,
    "engine": model,
    "max_tokens": 50,
    "stop": ["Salesforce integration"]

response =


Make a GPT-3 API HTTP request in Apex

Http http = new Http();
HttpRequest request = new HttpRequest();
request.setHeader('Content-Type', 'application/json');
request.setHeader('Authorization', 'Bearer ' + apiKey);
HttpResponse response = http.send(request);

if (response.getStatusCode() == 200) {
    // Success, parse the JSON response
    Map<String, Object> jsonResponse = (Map<String, Object>) JSON.deserializeUntyped(response.getBody());
    // process the jsonResponse
else {
    // Handle the error

This merely illustrates how to use the GPT-3 API that OpenAI provides; other providers might require various endpoints, authentication methods, and parameters.

Browse Open API documentation about the endpoints

It’s worth noting that OpenAI only provides the GPT models and not a chatbot service; however, the GPT models can be used as the core of a chatbot. But you must build the chatbot architecture, prompt and context management yourself.

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Powerful Automation with No-Code Low-Code feature of Salesforce OmniStudio

Salesforce OmniStudio is a tool to build digital customer experiences tailored to any industry and can deliver automation for any business use case with its No-Code and Low-Code features.

Salesforce OmniStudio is a great tool to create guided interactions that integrate into any industry-specific process. Admins can easily develop guided user experiences without code.

In that process, by only dragging components, the admin can integrate a component with external data. Imagine a developer or administrator consuming external system data in no time and a scalable manner without writing any code.

Show that data from Salesforce or external sources in a contextual screen for a full view of relevant data in a single place.

Why use OmniStudio

A Low Code No Code Platform enables customers to create guided brand experiences specific to their industry with clicks.

Drag-and-drop configuration capabilities

Effortlessly meet the demands of omnichannel service by deploying and updating these interactions across multiple devices and channels.

OmniStudio is part of Einstein Automate, which integrates Salesforce automation capabilities across Platform, Einstein, MuleSoft, Industries, and AppExchange to deliver an efficient end-to-end workflow platform.

Advantages of Omni Studio

  • Build a guided user flow that is highly customizable by configuration – The power of OmniScripts
  • Build customizable UI to show relevant data in a single screen from multiple data sources just by using clicked-based elements – Flexcards
  • Declarative ETL tool that extracts, transforms and loads data in Salesforce without writing code; operates behind the OmniScripts and Flexcards – DataRaptors
  • Declarative way to retrieve data from Salesforce/third-party services without any additional user interaction; run server-side for greater performance – Integration Procedures

Components of OmniStudio

FlexCards: Cards that display contextual information and actions in an at-a-glance format for a customer. A Datasource Wizard populates a FlexCard with data from one or more sources via point-click integration.

OmniScripts: A guided path to complete a business process. It’s a Modular Architecture in nature. A developer can integrate data from multiple sources (Salesforce or third-party), manipulate it, and send it back to its source, all from within the OmniScript. The data is captured in the standard JSON format.

OmniScripts has a great feature to dynamically generate documents from templates (MS Word, PDF, and HTML outputs), merge data from any data source, and then create and operate on these documents, like attaching them to Salesforce records and emailing them to recipients, plus delegate to DocuSign for eSignatures.

DataRaptors: Configurable services for retrieving, transforming, and updating data. A DataRaptor mapping tool enables you to read, transform, and write Salesforce data. There are four types of DataRaptor: Turbo Extract, Extract, Load, and Transform.

Integration Procedures: Declarative features and server-side processes that execute multiple actions in a single service call. An Integration Procedure is also recommended when you need fast processing of complex data from multiple sources. Server-side processing enables faster performance since, in most cases, the server is faster than the client at processing data. Combining multiple actions in a single server call prevents round trips to the server. Minimizing client/server calls is beneficial, as more round trips mean slower performance.

DataRaptors and Integration Procedures deliver data to and from UI components. They orchestrate calls to Apex classes, calculation engines, and external application programming interfaces (APIs) to execute whatever business logic is required.

Salesforce Omni Studio

Omni Scripts Vs Screen Flow: When to Use What

How to get an Omni Studio Developer Org

Signup for a Developer Edition org that has OmniStudio pre-installed. The org has all the data you need for hands-on practice in the OmniStudio Trailhead modules. This special org has a 180-day license

OmniStudio License

OmniStudio is included with specific Industries subscriptions: Financial Service, Health Cloud, Manufacturing, and Vlocity Clouds(Communications, Media, Energy and utilities, Public Sector, and Insurance)

Stay tuned for Omni Out

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Hyperforce Salesforce

Salesforce has recently released Hyperforce to host the Salesforce App in a public server of your choice. Hyperforce is an entirely new infrastructure architecture that unifies the foundations of the various clouds and allows Salesforce to scale rapidly and securely using Public Cloud Partners, including Microsoft Azure, Amazon Web Services, and Google Cloud Platform.

Hyperforce is currently available in India, Australia, Canada, Japan, Singapore, Germany, France, and Brazil for Salesforce Core Services (“Core”). Customer 360 Audiences (CDP) is live on Hyperforce in the US and Germany

Need for Hyperforce:

Countries like China, Russia, and others have strict data policies. Many Countries impose laws on what data can be hosted outside their borders and what data can’t go outside the country. In those customer requirements, Hyperforce comes to the rescue and supports local data storage, meaning customer data will not be transferred outside that country. Hyperforce means that data is stored at rest in the country. Data can be transmitted out of the country through standard interfaces.

Hyper-scalable: Implement faster with a super flexible infrastructure, Protect sensitive data
with the built-in trust of Salesforce.

Run your business from anywhere with the world’s most trusted public cloud

Hyperforce uses modern, cloud-based technologies that require you to adopt technical best practices in order to maintain connectivity with Salesforce. On Hyperforce, there are mandatory best practices:

  • Don’t use hard-coded instance references
  • Don’t use hard-coded IP allowlists.
  • Use HTTP1.1 or higher to call Salesforce API endpoints
  • Include a Service Name Indicator (SNI) in your TLS ClientHello message when connecting to a Salesforce service

What products are currently available on Hyperforce?

  • Core Salesforce Services (the services branded as Sales Cloud, Service Cloud, Experience Cloud, Chatter, and Lightning Platform)
  • Tableau CRM (including Einstein Discovery), Consumer Goods Cloud, Manufacturing Cloud, Service Cloud Voice
  • Customer 360 Audiences (CDP)
  • Managed packages branded as Salesforce CPQ and Salesforce Billing (together formerly branded as Salesforce Quote-to-Cash), Health Cloud, Financial Services Cloud, Sustainability Cloud, Salesforce Maps, and the Field Service managed package (“FSMP”), which is a feature of Service Cloud

Currently, there is no cost for applications to run on Hyperforce.

Hyperforce Assistant: Salesforce provides tools and assistance to migrate the current Salesforce Org to Hyperforce. Salesforce provides Org Readiness Check; very similar to Lightning Migration Readiness Check to perform Hyperforce Specific Checks like

  1. Hard coded URLs
  2. IP Allowlist
  3. HTTP 1.0

During the plan migration, the existing Salesforce Org will be made read-only.

Hyperforce Assistant – Product Experience

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Deliver Great Patient Care with Salesforce Health Cloud

Salesforce Health Cloud Solution is a Customer Relation Management system that allows users and healthcare staff to access all patient information including medical history and upcoming health check-up appointments in real-time to Deliver Great Patient Care with Salesforce Health Cloud.

Four Major wings connect the healthcare system of an organization


•360-degree view of patient  data

•Complete patient experience & Real-time patient coordination and engagement


•Member care management & member journey

•Personalized member services


•Manage commercial processes, build provider relationships, and engage with patients in a more efficient, compliant, and personal way.


•Deliver personalized patient and provider engagement and support programs while accelerating R&D innovation on a connected platform.

There are two Salesforce Health Cloud Licenses

Health Cloud Enterprise – Out-of-the-box CRM for healthcare and life sciences

Health Cloud Unlimited – Unlimited CRM power and support for healthcare and life sciences.

Use the below document to select right Health Cloud Edition for your business

Health Cloud provides:

  1. A Complete View of the Patient: Comprehensive patient care timeline with
    integrated EMR and device data
  2. Smarter Patient Management: Engage with patients and the entire care team in
  3. Proactive Patient Engagement: Allow patients to manage personal healthcare
    goals and access complete care team

Salesforce Console – Allows healthcare professionals to Manage patients with ease
• Segment patients into useful lists based on various criteria in the population
• Track tasks and issues
• Create and execute care plans in the context of the patient’s full picture
o View more than just the patient – Complete care timeline and patient card view
o Facilitate collaboration
• Collaborate with patient teams within the organization
• Coordinate with family caregivers and unaffiliated health
professionals through communities

Health Cloud Console

Salesforce Patient Communities- Allows patients to:

  • Stay on top of health care goals
  • Access to the care plan
  • Reminders and tasks
  • Completion of surveys and forms
  • Easy collaboration with the entire care network
  • Find answers to questions quickly with Knowledge & search
  • Mobile access anytime, anywhere

Salesforce Health Cloud will also bundle Salesforce Shield to achieve HIPAA-compliant use of the product.

Salesforce complies with HIPAA in its capacity as a business associate. Salesforce Health Cloud also includes specific functionality to help customers achieve HIPAA-compliant use of the platform in their role as a covered entity. This includes a robust set of security, privacy, monitoring, logging, and encryption tools through Salesforce Shield to make it safe to store and operate on PHI in Salesforce Health Cloud.

Please find here the health cloud developer guide

For more blogs explore Architect Blogs – Twirl World (

Slack Integration with Salesforce

An architect can design Slack Integration with Salesforce in 3 ways:

  1. Salesforce provides a free AppExchange manage package by which a developer can seamlessly automate the bidirectional integration between Slack and Salesforce
  2. There are Slack Apps like Rattle, Troops that provide Salesforce integration capability from the third party. Also, explore Apps in the Slack App directory for other kinds of integration capability
  3. Build your own integration in Salesforce using Slack Webhook
  1. Salesforce for Slack: An AppExchange App by Salesforce to seamlessly send Salesforce records to a Slack channel. Trailhead provides a robust hands-on module on this
  2. Slack Apps by Third Party: There are many Third party apps to achieve Salesforce integration, few are even free.
    1. Troops is a very interesting App, update Salesforce record directly from Slack. It automates many Slack workflows. Troops is now a Salesforce company.
    2. Rattle provides robust Salesforce and Slack integration capability, it’s a license-based product.
  3. A developer can build its own integration in Salesforce using Slack API and Webhook. below are high-level steps:
    1. Create an Incoming WebHook in the Slack workspace
    2. Whitelist the Webhook URL in Salesforce Remote Site Setting
    3. Build an APEX class with an Invocable method to call the webhook URL and send the Slack Request. Make use of JSON Generator class to serialize the JSON with standard encoding Also make use of Slack message formatting documentation to format the text for app surfaces
    4. That invocable method now can be called from a Flow or APEX.

Contact – Twirl World (

Salesforce Social Customer Service

Turn social network posts into cases or leads with Social Customer Service. Service Agents can reply to social network posts from the Service Console.

Salesforce Social Customer Service capability is delivered by Marketing Cloud Social Studio which is integrated with Salesforce Platform seamlessly.

Channels supported as of now:

  1. Facebook
  2. Twitter
  3. Instagram
  4. YouTube

There are two solutions to implement Social Customer Service, Basically, both are delivered by MC Social Studio.

  1. Social Customer Service Starter Pack: Comes with Service Cloud License, General limits are:
    1. Two or fewer social accounts can be tracked. So f you add one Twitter account, you can only add another Twitter account or one Facebook account
    1. No moderation rule, all posts become cases
    1. Instagram and YouTube aren’t available
    1. Can’t customize the default Apex code. The default Apex class creates a social post, social persona, case, and contact, and supports common use cases which can be customizable if you have Social Studio accounts
  • Social Studio accounts Marketing Cloud Social Studio implementation. Connector in Service cloud to integrate with MC Social Studio.

The features are:

  • Create Cases or leads from Social network posts and Assignment Rule to assign the cases to agents
  • Agents can directly respond back to customers to the Social Channels from the Service Console
  • Inbound and outbound social posts appear in case histories
  • Track customer sentiments and keywords” and help agents offer to take public conversations private
  • Send service requests directly to the Service Console, where agents can switch the conversations to the best channels for customers at any time.
  • Bring sales, service, and marketing teams together on social platforms to collaborate on the customer experience

Does the customer wants a few specific agents who are assigned to handle social posts from customers:

Admin can control the access via the permission set and profile permissions to access the social accounts.

If there is a governance requirement to review and approve responses from agents to social posts before making them public:

Admin can create an approval process for social services in which to assign service managers or marketers. Enable approvals for social posts in Social Customer Service Setup.

Can the agent share a file to the posts on social platforms for customers:

Send the attachment/file link to the post. Give the Run Apex As User in Social Customer Service Setup permission to Create Public Links.

Does the customer wants to moderate and triage incoming posts and only create cases for posts that have actionable requests:

Not available in the Social Customer Service Starter Pack. Social Studio account and its Social Studio Automate rule to turn off automatic case creation and enable moderation.


Render Google Map in Salesforce LWC

To show a Google Map in LWC we have a couple of options, lets’s discuss those first:

  • MAP Base Component in LWC

Out of the Box in Salesforce, no need for additional Google MAP API; Only Plots the traverse points in the map, no route information

  • Google MAP API implementation ONLY in LWC

Technically, this is not possible at this moment due to Security with Lightning Locker Services which prevents to run a script from a different domain/CDN

  • Google MAP API implementation with LWC + VF

The only possible design currently is placing a VF inside an LWC to render the Google Map and show the route. All logic is inside the LWC- VF is only for rendering

  • Buy Field Service Lighting or SALESFORCE MAPS licenses

We will only discuss the Google MAP API implementation with LWC + VF solution in this block. This is the only possible solution that needs customization in LWC, VF and APEX.

Prerequisite: Google MAP API License key for commercial use

The solution and Implementation steps are:

  1. A Quick Action to add a Lightning LWC Button to a page layout to access google form.
  2. Clicking on the button will open an LWC Component, LWC component will get the current record id and will call the apex controller to get the data.
  3. Get all required field information from the Apex controller class.
  4. Pass the Information info to the VF page to render the Google Map.
  5. Google Map is dynamically rendered based on the JSON input received from the LWC component.
  • It has one iframe to host the VF page that will render the Google Map by using the google map javascript library.
    • This solution has one unique challenge – to communicate data from the LWC component to the VF page and from the VF page to send the data to the Google Javascript library. All event sequences need to be followed properly.
    • LWC component will read data from the salesforce object and send the location data to google Map.
  • It plots all the locations to Map with the route.
  • The right-hand side panel shows the distance between each point. All Data is dynamically populated from google maps.

VF code to render Google MAP

<apex:page showHeader="false" >
    <apex:includeLightning />
    <div id="rcontainer">
        <meta http-equiv="content-type" content="text/html; charset=UTF-8"/>
        <title>Google Maps API v3 Directions Example</title>
        <script type="text/javascript" src="// API KEY"></script>
    <body style="font-family: Arial; font-size: 12px;">
         <script >
            /*** EventListener to GET response from LWC  ***/
                   /*** EventListener to GET response from LWC  ***/
window.addEventListener("message", function(event) {
    var directionsService = new google.maps.DirectionsService();
    var directionsDisplay = new google.maps.DirectionsRenderer();
    var map = new google.maps.Map(document.getElementById('map'), {
            mapTypeId: google.maps.MapTypeId.ROADMAP,
        	mapTypeControl: true,
        disableDefaultUI: false,


    console.log('vf page data';
    var request = {
        origin: '',
        destination: '',
        waypoints: [],   
        travelMode: google.maps.DirectionsTravelMode.DRIVING
    let counter=0;
    for (let i = 0; i <; i++) {
            var StartLocationA = new google.maps.LatLng([i].Check_In_Location__Latitude__s,[0].Check_In_Location__Longitude__s);
        else if({
            var EndLocationB = new google.maps.LatLng([i].Check_In_Location__Latitude__s,[0].Check_In_Location__Longitude__s);
            var StopOver1 = new google.maps.LatLng([i].Check_In_Location__Latitude__s,[0].Check_In_Location__Longitude__s);
            var waypointjson={
                          location: StopOver1,
                          stopover: true,
    directionsService.route(request, function(response, status) {
        if (status == google.maps.DirectionsStatus.OK) {
        //This is a POC code, Loading div needs to implemented for actual implementation
        function hideDetail() {
    			function() {
      				for (let i = 0; i < document.getElementsByClassName('adp-directions').length; i++) {
    			}, 100);
    			function() {
      				for (let i = 0; i < document.getElementsByClassName('adp-directions').length; i++) {
    			}, 500);
    			function() {
      				for (let i = 0; i < document.getElementsByClassName('adp-directions').length; i++) {
    			}, 1000);
             const contentString =     				;

  			const infowindow = new google.maps.InfoWindow({
    			content: contentString,


Amazon Connect for Salesforce

Amazon Connect for Salesforce is a Manage Package that helps to configure Amazon Connect Computer Telephony integration with Salesforce, it’s a very simple process to receive incoming calls and make outgoing calls right from Salesforce. Now, don’t get confused between Amazon for Salesforce and Service Cloud Voice.

AWS Contact Center is seamlessly integrated with Salesforce by Amazon Connect for Salesforce whereas Service Cloud Voice provides a more sophisticated AI-powered feature on top of the Amazon Connect for Salesforce, but not limited only to AWS Contact Center. Service Cloud Voice provides support for other Partner Telephony and lets you create a Service Cloud Voice contact center that uses a telephony provider of your choice. I will talk about Service Cloud Voice in my next article.

Amazon Connect is a highly scalable, cloud-based contact center service. The Amazon Connect CTI Adapter is the Manage Package that is designed to provide complete cloud-based integration and workflow capabilities between Amazon Connect, Salesforce Service Cloud, and Sales Cloud.

The Amazon Connect CTI integration with Salesforce consists of two components:

  • A Manage package can be installed from the below link

  • An Application deployment at your AWS instance

The full set-up guidance can be found is in the below link

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Salesforce Unlock Package

There are three kinds of packages one can build in the Salesforce platform, Out of which Salesforce Unlock Package is very powerful for the use-case of project deployment, release management, and CICD.

  1. Manage Package: Metadata is IP Protected, distributed via AppExchange
  2. Unmanage Package : Metadata is not IP Protected, you can protect via password but not a good way of working
  3. Unlock Package: Metadata elements are not locked, use it for modular development

Salesforce Unlock package provides a great way for modular development and release, Best suited for Multi org rollout of core functionalities. The diagram below illustrates the unlock packaging and release via Salesforce CLI. Core reviews can also be automated using Salesforce CLI Scanner plug-in using PMD v6.38.0, ESlint v6.8.0, and RetireJS v2.2.5. My blog on Salesforce Code Review Process has more details on that

It’s Source driven development and deployment mechanism comes with Platform, no-cost, fully integrated with developer IDE VS Code

Salesforce Unlock Package

Refer to the Salesforce developer guide to get your hands dirty

Salesforce Experience Cloud and Record Sharing

Salesforce Experience Cloud has three types of user licenses that are intended as long-term replacements for the legacy portal licenses:

  • Customer Community — for high-volume user. upper cap 10M
  • Customer Community Plus — role-based Customer Community license, upper cap 2M
  • Partner Community — For Sales Partner, upper cap 2M

Below decision tree will help to decide the right Community license for your organization

Choose the Right Community License

Record Sharing to Experience Cloud User

There Is only one feature in Salesforce to share a record with a Customer Community user: Sharing Set. The other sharing options are only available to the Customer Community Plus or Partner Community license via Groups, Roles

Sharing Set: Grant a user access to records based on affiliation with the user’s contact or account. A relation with Account or Contact is a must to share the object record via Sharing ser. The rule is something like for a requirement share the cases which are raised by a community user User.Contact=Case.Contact

Sharing Set

Share Group: Members of this share group can access any records owned by high-volume portal users in the associated sharing set. Note that members’ access to the records is not restricted to the objects defined in the sharing set.

Use share groups to share records owned by an external user (Customer Community or High-Volume Customer Portal ) with internal users, partner users, or other Customer Community users in the same account.

Share Group

Sharing Rule: Just like other Salesforce internal users, Owner and Criteria-based sharing rules can be used to share records within the Partner Community and Customer Community Plus.

Apex sharing is not available for Customer Community users, only available to the Customer community plus or Partner Community license
Role Hierarchy: Partner Community and Customer Community Plus can have Role Hierarchy, max 3 roles (Executive, Manager and User) and then Executive reports to Internal Channel Manager.

Delegate External User Administration

If partner organizations have many users, you can delegate user administration to external users within their own Account, access is given in their Profiles

Super User Access to a Partner User or CC+

grant access to all records for the account to certain users. Super users can get insights into the records of other partner users who are at their role level or below them in the role hierarchy. Superusers can access records according to their level of permission. For example, if a manager with full access to cases is granted Super User Access, then they can view and edit cases of other managers and their direct reports. A different manager who has read-only access to cases can only view the cases of other managers and their direct reports, even as a Super User. Available for Partner Community, Customer Community Plus

Delegated Account Management

Give external users the power to manage account members and account brand information. Available for Partner Community, Customer Community Plus

Community License and Object Access