Setting up CXone Mpower Agent for Salesforce

See also

Sources

1. 1
   To authenticate the CRM configuration, select the Salesforce instance type (production or sandbox), click Create, log in as the dedicated system user and click Allow.

   Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Set Up a CRM Configuration (Authenticate) · Checked 2026-10-02
2. 2
   Each Salesforce account should authenticate only one CRM configuration; do not reuse accounts.

   Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Set Up a CRM Configuration (Authenticate note) · Checked 2026-10-02
3. 3
   A Salesforce CRM configuration is created in CXone at App Selector > Agent Integrations > Configurations > New CRM Configuration, with Integration Type set to Salesforce.

   Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Set Up a CRM Configuration (steps 1-3) · Checked 2026-10-02
4. 4
   The CRM configuration's region (AMERICAS, APAC or EMEA) cannot be changed after it is set.

   Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Set Up a CRM Configuration (Select Region) · Checked 2026-10-02
5. 5
   Agent Workspace (Agent) is a browser-based CXone agent application for handling phone, chat, email, SMS and social interactions.

   Agent Workspace (Agent) · page introduction · Checked 2026-10-02
6. 6
   For Update workflows, the cacheKey property must not be left as the literal value cacheKey.

   Modify Your Studio Script for Salesforce Integration: Agent · customization steps (Update workflow) · Checked 2026-10-02
7. 7
   Standard Create workflows for the standalone app support Account, Case, Contact, Lead, Opportunity and Work Order records; Custom Create handles any record type with standard and custom fields.

   Configure Salesforce Workflows for Agent Workspace (Agent) · Create workflows section · Checked 2026-10-02
8. 8
   Integrating Salesforce with standalone Agent Workspace consists of setting up a CRM configuration, modifying the Studio script, configuring Salesforce workflows, and optionally enabling manual record creation and reskill scripting for Create workflows.

   Integrate Salesforce with Agent Workspace (Agent) · integration process list · Checked 2026-10-02
9. 9
   The Launch Agent Workspace (Agent) permission lets agents launch Agent Workspace from the CXone app selector, and the Set Phone Number, Set Station ID and Integrated Softphone permissions under Roles and Permissions > ACD control the voice login options.

   Manage Access to Agent Workspace (Agent) · permissions sections · Checked 2026-10-02
10. 10
    Agents open the standalone Agent Workspace at https://cxagent.nicecxone.com/ or, on FedRAMP, https://cxagent.nicecxone-gov.com/; administrators can also allow launch from the CXone app selector.

    Agent Workspace (Agent) · launch / log in section · Checked 2026-10-02
11. 11
    The standalone Agent Workspace path does not need the Agent Embedded managed package, Open CTI call center or softphone utility in Salesforce, because NICE's standalone integration sequence contains no Salesforce install step.inferred

    Integrate Salesforce with Agent Workspace (Agent) · integration process list (absence of an install step) · Checked 2026-10-02
12. 12
    Search workflow SNIPPETs go before REQAGENT, Create workflow SNIPPETs after BEGIN, and Update workflow SNIPPETs after ONANSWER or ONASSIGNMENT.

    Configure Salesforce Workflows for Agent Workspace (Agent) · Search, Create and Update workflow sections · Checked 2026-10-02
13. 13
    The standalone Salesforce Studio template pairs each Search, Create and Update workflow's SNIPPET with a WORKFLOW EXECUTE action and ends with AGENT WORKFLOW CONFIGURATION for agent-triggered workflows.

    Modify Your Studio Script for Salesforce Integration: Agent · action list · Checked 2026-10-02
14. 14
    The non-FedRAMP call center's CTI adapter URL is https://cxagent.nicecxone.com/login?base=https://login.salesforce.com/&app=cxa_sfdc.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Configure Call Center · Checked 2026-10-02
15. 15
    The FedRAMP call center's CTI adapter URL is https://cxagent.nicecxone-gov.com/login?base=https://login.salesforce.com/&app=cxa_sfdc.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Configure Call Center · Checked 2026-10-02
16. 16
    Agent Embedded is installed from the AppExchange listing NiCE CXone Agent Workspace for Salesforce Embedded OpenCTI using Get It Now and Install in Production, and is a different managed package from the legacy Salesforce Agent.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Download from AppExchange · Checked 2026-10-02
17. 17
    Users are added to the call center either from Setup > Call Centers > Manage Call Center Users or by setting the Call Center field on each user record.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Assign Users to Call Center · Checked 2026-10-02
18. 18
    For Click2Jack, add https://mydomain.lightning.force.com and https://mydomain.my.salesforce.com, using your own domain, as Trusted Domains for Inline Frames in Setup > Session Settings, then turn on clickjack protection.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Enable Click2Jack Protection · Checked 2026-10-02
19. 19
    NICE warns that turning on Click2Jack can cause problems for non-agent Salesforce users who have the CXone call center, softphone utility or related components assigned to them.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Enable Click2Jack Protection (warning) · Checked 2026-10-02
20. 20
    In Salesforce, Agent Embedded keeps context in step: opening a record in Salesforce brings up the matching interaction in the agent application, and the reverse.

    Agent Workspace (Embedded) (Agent Embedded) · Salesforce section of the overview · Checked 2026-10-02
21. 21
    During installation the admin chooses Install for Admins Only, All Users or Specific Profiles, and grants third-party access to api.incontact.com.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Download from AppExchange · Checked 2026-10-02
22. 22
    Agents are licensed in Setup > Installed Packages > NICE CXone Agent for Salesforce > Manage Licenses > Add Users.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Assign Users to License · Checked 2026-10-02
23. 23
    Before installing, confirm the Salesforce org has no namespace defined.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
24. 24
    NICE describes Agent Workspace (Embedded) as the next-generation agent application inside Salesforce and highly recommends switching to it from the legacy Salesforce Agent.

    NiCE CXone Salesforce Agent for Administrators · page introduction (Salesforce Agent for Administrators) · Checked 2026-10-02
25. 25
    An existing call center definition with the same name as the one the package installs must be renamed before installing.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
26. 26
    Licenses are not required in a Salesforce sandbox.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Assign Users to License · Checked 2026-10-02
27. 27
    Agent Embedded setup in Salesforce runs in this order: install, set up a CRM configuration, modify the Studio script, configure screen pops (optional), configure Salesforce workflows, enable manual record creation (optional), and configure reskill scripting for Create workflows (optional).

    Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · setup task list · Checked 2026-10-02
28. 28
    Supported Salesforce editions are Professional, Enterprise, Unlimited, Developer and Performance.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
29. 29
    NICE recommends a softphone height of 700 px and width of 420 px, with a minimum width of 365 px.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Configure Call Center · Checked 2026-10-02
30. 30
    Agent Embedded is an agent application for Kustomer, Microsoft Dynamics, Oracle, Salesforce, ServiceNow and Zendesk.

    Agent Workspace (Embedded) (Agent Embedded) · page introduction · Checked 2026-10-02
31. 31
    A production install comes with 25 trial licenses that last 30 days.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Download from AppExchange · Checked 2026-10-02
32. 32
    In Setup > Trusted URLs create entries for cxagent.nicecxone.com and api.incontact.com with all CSP directive checkboxes selected.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Allow Trusted URLs · Checked 2026-10-02
33. 33
    The package installs two call centers, CXone Agent for Salesforce and CXone Agent for Salesforce FedRamp.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Configure Call Center · Checked 2026-10-02
34. 34
    To show the agent app in Lightning, edit the app in Setup > App Manager, open Utility Items (Desktop Only), add the Open CTI Softphone utility item and save.

    Install Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Enable in Lightning Experience · Checked 2026-10-02
35. 35
    Dynamic data mappings choose which Salesforce fields appear in Agent Workspace, up to ten string fields and three non-string fields per record type.

    Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Dynamic Data Mapping Mappings · Checked 2026-10-02
36. 36
    In ENHANCED WORKFLOW EXECUTE you click Add Workflow Configuration, name the workflow, and pick the Salesforce configuration from the CRM Configuration Name drop-down, using one action per workflow.

    Configure Salesforce Workflows using ENHANCED WORKFLOW EXECUTE · configuration steps · Checked 2026-10-02
37. 37
    The Workflow Execute wizard lets you enter sample data and click Test, and shows the results under the test fields.

    Configure Salesforce Workflows using ENHANCED WORKFLOW EXECUTE · configuration steps (test) · Checked 2026-10-02
38. 38
    The ENHANCED WORKFLOW EXECUTE Studio action supports the Phone Number Search, Email Search, Dynamic Search, Automatic Create and Manual Create workflow types.

    Configure Salesforce Workflows using ENHANCED WORKFLOW EXECUTE · workflow types list · Checked 2026-10-02
39. 39
    The legacy Salesforce Agent's presence sync lets the master be NiCE CXone, Salesforce, or Bi-Directional (Lightning only).

    Salesforce Agent Settings and Permissions · NiCE CXone and Salesforce Presence Sync Settings · Checked 2026-10-02
40. 40
    The legacy Salesforce Agent logs interactions as Salesforce Tasks, with settings including Create Task, Always Create New Task, Create Task For Refused Contacts and Pop Task.

    Salesforce Agent Settings and Permissions · Task Creation Settings · Checked 2026-10-02
41. 41
    Data memorialization mappings write CXone interaction data into Salesforce record fields; mappable fields include Agent Name, Call Duration, Disposition Name, Disposition Notes, Skill Name, and for voice ANI, DNIS and Recording URL.

    Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Data Memorialization Mappings · Checked 2026-10-02
42. 42
    When the screen-pop-related memorialization option is used for voice, screen pops must be enabled on the ACD skill (Use Screen Pops) and the ScreenPop property set to True on the Studio ASSIGN action.

    Set Up a CRM Configuration for Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Data Memorialization Mappings (voice note) · Checked 2026-10-02
43. 43
    NICE bills based on the number of employees with the Agent Integrations profile attribute enabled.

    Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
44. 44
    The Salesforce integration requires Agent Integrations to be enabled for the CXone system.

    Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
45. 45
    The integration requires Salesforce Lightning with console navigation; standard navigation is not supported.

    Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
46. 46
    Network security must allow https://nicecxone.integration-authentication.com/oauth2/token.

    Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites (network) · Checked 2026-10-02
47. 47
    The Customer Card and Agent Integrations employee profile attributes must be enabled for agents in Admin > Employees.

    Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
48. 48
    The administrator configuring the integration needs the Scripts Create/Edit permission in CXone.

    Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites · Checked 2026-10-02
49. 49
    Create a dedicated Salesforce system user for the CXone integration with read access to all entity records and read/write access to every record the workflows access or update.

    Set Up Agent Workspace (Embedded) (Agent Embedded) in Salesforce · Prerequisites (System user account) · Checked 2026-10-02
50. 50
    Presence sync account mapping needs Allow OAuth Username-Password Flows turned on in Salesforce plus either open login IP ranges on agent profiles or a security token appended to the password, then a Salesforce account mapping in CXone Adapters with org ID, admin credentials and the connected app's client ID and secret.

    Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Account mapping prerequisites; Create Account Mapping · Checked 2026-10-02
51. 51
    Presence sync uses a Salesforce connected app with OAuth scopes visualforce, full, api, web and refresh_token/offline_access, with secrets required for the web server and refresh token flows.

    Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Connected App · Checked 2026-10-02
52. 52
    NICE's presence sync page warns that in Spring 2026 Salesforce stops allowing the creation of connected apps.

    Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Connected App (important note) · Checked 2026-10-02
53. 53
    Bi-directional presence sync requires the NICE account representative to enable Salesforce and Salesforce Presence Sync under Applications & Features > Adapters.

    Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Prerequisites · Checked 2026-10-02
54. 54
    Presence sync users need the CXone Agent Permission set and an assigned NICE CXone Agent for Salesforce license.

    Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Prerequisites · Checked 2026-10-02
55. 55
    A presence rule in CXone Adapters > Presence Sync maps CXone states to Salesforce statuses (Publisher States) and Salesforce statuses to CXone states (Subscriber States), and applies to teams or individual users.

    Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Presence Rule · Checked 2026-10-02
56. 56
    For presence sync, create Salesforce Presence Statuses marked Online (with service channels) or Busy, and add them to each agent profile's Enabled Service Presence Status Access.

    Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · Create Presence Statuses; Add Statuses to User Profiles · Checked 2026-10-02
57. 57
    With presence sync on, an agent who picks a state not in their Presence Sync rule is put in the CXone system-default Unavailable state.

    Enable Bi-Directional Presence Sync in Salesforce: Agent Workspace (Embedded) (Agent Embedded) · limitation note · Checked 2026-10-02
58. 58
    For Agent Workspace for Salesforce, screen pops are set up in the Studio script after the ONANSWER or ONASSIGNMENT action.

    Configure Screen Pops in Agent Workspace for Salesforce · page body · Checked 2026-10-02
59. 59
    A POPURL action opens third-party URLs in a new tab, while Salesforce URLs open according to the agent's Panel Open in Browser setting.

    Configure Screen Pops in Agent Workspace for Salesforce · URLs section · Checked 2026-10-02
60. 60
    To pop a record created by a Create workflow, add createPayload.screenPop = "true" to the Create workflow SNIPPET.

    Configure Screen Pops in Agent Workspace for Salesforce · Salesforce records section · Checked 2026-10-02
61. 61
    Flows, Visualforce pages, search results, object home, list views and new-record forms are popped with a SNIPPET setting popType plus a CUSTOMEVENT action named ScreenPopCustomSettings.

    Configure Screen Pops in Agent Workspace for Salesforce · Flows, Visualforce pages, search results, object home, list views and new record forms sections · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Setting up CXone Mpower Agent for Salesforce. WarmTransfer. https://warmtransfer.net/guides/nice-cxone-salesforce-agent-setup

@misc{warmtransfer-nice-cxone-salesforce-agent-setup,
  title  = {Setting up CXone Mpower Agent for Salesforce},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/nice-cxone-salesforce-agent-setup},
  note   = {Verified 2026-10-02}
}