Engage Voice | Setting up NetSuite for CRM integration
For a PDF download of the NetSuite Agent Guide, click here.
To set up your NetSuite account and connect it with Engage Customer Relationship Management (CRM) integration, you’ll need the following:
- Service Account Email: The username for the dedicated Engage CRM service account.
- Service Account Password: The password for the dedicated Engage CRM service account.
- Account ID: Your NetSuite Account ID.
- Role ID: Your NetSuite Role ID.
- RESTlet Script Endpoints: The endpoint URLs for the four provisioned RESTlet scripts deployed in the NetSuite environment.
To learn more about integrating a CRM to Engage, visit Installing and setting up an Engage CRM integration.
Provisioning the service user in NetSuite
To integrate NetSuite with Engage CRM, you must generate a unique Role and User account and provision the said user with permissions. The role-based permission set access allows for customization of the integration, as well as maintaining security requirements.
Creating a new role
To create a new role, follow the steps below:
1. Go to Setup > Users/Roles > Manage Roles > New via the top navigation bar.
2. In the General section of the configuration page, type a name for the user that’s easy to identify (e.g. Engage CRM API) in the Name field.
3. In the Authentication section of the configuration page, make sure that these settings are set:
• Single sign-on only: Unchecked
• Web services only role: Unchecked
• Restrict this role by device ID: Unchecked
• Two-factor authentication required: Not required
• Duration of trusted device: Per session
4. Navigate to Permissions > Transactions via the middle gray bar, and add the following permissions and their level of access:
• Find transaction: Full
• Opportunity: Full
• Estimate: Full
5. Navigate to Permissions > Lists via the middle gray bar, and add the following permissions and their level of access:
• Contact: Full
• Companies: Full
• Customers: Full
• Cases: Full
• Phone Calls: Full
• Tasks: Full
• Employee: Full
• Employee Record: Full
6. Click Save in the lower right hand corner.
Creating the Engage CRM integration user account
To create the Engage CRM integration user account, follow these steps:
1. Go to Lists > Employees > Employees > New via the top navigation bar.
2. In the Primary Information section of the configuration page, give this user a name that’s easy to identify (e.g. Engage CRM API).
3. In the Email | Phone | Address section, make sure to include an email account
4. Go to Access in the middle grey bar and set the following settings:
• Give access: Checked
• Send notification email: Unchecked
• Manually assign or change password: Checked
5. After setting the password manually, go to the Roles tab just below and add the role created in Creating a new role.
6. Go to the Global Permissions tab, add Web Services and set it to Full.
7. Click Save in the lower right-hand corner.
Editing web services preferences
After creating a new user and setting the new role to that user, we need to edit the preferences for web services, which will configure the user and role you created to web services and generate a Role ID. Follow the steps below:
1. Go to Setup > Integration > Web Services Preferences via the top navigation bar.
2. In the Web Services Preferences configuration page, add the user you created in Creating the Engage CRM integration user account under the Name column.
3. Under the Web Services Default Role column, add the role you created in Creating a new role.
4. Copy the unique ID generated under the ID column.
5. Click Add.
6. Click Save.
Keep in mind that the ID generated in the ID column is the Role ID you will need when you go through the onboarding wizard when setting up Netsuite in the Engage CRM integration portal.
Setting up the NetSuite RESTlet
Adding the Engage CRM integration RESTlet scripts within your NetSuite environment will allow you to configure the script endpoints within the Engage CRM integration portal.
Adding scripts to NetSuite
To add scripts to NetSuite, follow these steps:
1. Download the NetSuite RESTlet scripts using this URL.
2. In NetSuite, go to Documents > Files > SuiteScripts via the top navigation bar.
3. Click on Advanced Add.
4. Click on Choose File under ZIP Archive to Add, and select the NetSuite RESTlet script zip file.
5. Click on Add & New.
6. Once uploaded, navigate to Documents > Files > SuiteScripts.
7. Verify if a new folder has been created under SuiteScripts.
8. In that folder, check to see if load.js, endpoint.js, search.js, and upsert.js are included.
Setting up RESTlet endpoints
You will be generating four RESTlet endpoints corresponding to each of the following four uploaded files: load.js, endpoint.js, search.js, and upsert.js. To set up RESTlet endpoints, follow these steps:
1. Navigate to Customization > Scripting > Scripts via the top navigation bar.
2. Click on New Script at the top of the page.
3. Click on the down arrow in the Script File dropdown menu.
4. Click on List.
5. Within the ‘All’ dropdown menu, use the search bar to search for the uploaded files’ file name. For example, search for ‘endpoint.js’ and select that file.
6. Click on Create Script Record.
7. In the Select 1.0 Script Type page, select RESTlet.
8. In the Script configuration page, name it ‘Engage [script name]’ based on the script you’re making. For example, if you create a script record for endpoint.js, you should name the script ‘Engage Endpoint.’
9. In the POST FUNCTION field, enter ‘[script name]PostHandler.’ The corresponding names are shown below:
• load.js: loadPostHandler
• search.js: searchPostHandler
• upsert.js: upsertPostHandler
• endpoint.js: endpointPostHandler
10. Under Libraries, include NetSuite_toolkit.js for each of the four scripts.
11. Click Save.
12. Click Deploy Script.
13. Configure the deployment with the following settings:
• Status: Released
• Departments: Admin
• Employees: All
14. Click Save.
15. After deploying, copy the ‘External URL’ for the script. This will be used when connecting NetSuite to the Engage CRM integration. The ‘External URL’ is also accessible in Customization > Scripting > Script Deployments.
16. Repeat steps 2-15 for each uploaded file, meaning you will create a RESTlet endpoint each for load.js, endpoint.js, search.js, and upsert.js.
After setting up the User, Role, and RESTlets, read Installing and setting up an Engage CRM integration to learn more about the onboarding wizard.
Supply the Service Account Email, Service Account Password, Account ID, Role ID, and RESTlet Script Endpoint URLs you generated here when prompted by the onboarding wizard.
Installing the Engage CRM Chrome extension
To install the Chrome extension, read Installing the Engage CRM Chrome extension.
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