Configure Riva to Connect to Multiple Salesforce Organizations

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Riva Cloud and Riva On-Premise can connect to multiple Salesforce organizations that sync with user mailboxes in the same email system. Of concern is that each Salesforce organization maintains unique GlobalIDs for managing meetings (similar to Exchange GlobalIDs). If Riva is syncing meetings bi-directionally in sync with policies for each different Salesforce organization, then this can cause mismatched GlobalID conflicts and create meetings in the wrong Salesforce organization.

Riva can be configured to properly isolate Salesforce organization GlobalIDs based on the Salesforce Organization in which the meeting organizer is a CRM user.

Implementation for Riva Cloud

Implementation for Riva On-Premise

The Riva sync policy files need to be manually modified to include a <GlobalIdGroup> tag that specifically identifies a value to isolate Salesforce Organization GlobalIDs.

Syntax

The <GlobalIdGroup> tag uses the following format:

<GlobalIdGroup>GroupIDValue</GlobalIdGroup>

where GroupIDValue is a unique character string value that can identify a specific Salesforce organization. Any value can be used.

System Requirements

Any of the supported email systems.
Minimum Riva On-Premise version: Release 2.4.38.

Procedure

Assumptions:

  • The CRM connection to the first Salesforce organization (@example.com) exists and
  • The CRM connection to the second Salesforce organization (@sample.com) has not yet been added.

To configure Riva On-Premise to connect to multiple Salesforce organizations:

  1. Define unique values for different Salesforce organizations that will be applied to the <GlobalIdGroup> tag. For example, if there are two Salesforce organizations, one for @example.com email users and the other for @sample.com email users, the possible GroupIDValue for each one of them could respectively be:

    • for @example.com = ExampleOrg
    • for @sample.com = SampleOrg
  2. Determine which version of Riva On-Premise is installed. If it is not at least 2.4.38, upgrade Riva On-Premise to the latest public release.

  3. Create a Salesforce connection to the second Salesforce organization (for example, @sample.com). Test the connection: specifically test impersonation to confirm that the connection is working.

  4. Request a replacement license that includes the second Salesforce connection.

  5. Manually apply the replacement license file.

  6. Close and restart the Riva Manager application.

  7. In the Riva Service Monitor application, restart the service.

  8. In the Riva Manager application, on the menu bar, select Policies, and disable all sync policies.

  9. Create and configure one or more new sync policies for the new connection to the second Salesforce organization (for example, @sample.com).

  10. Close the Riva Manager application.

  11. In Windows Explorer, navigate to Riva\Configuration. Edit every .policy file in Notepad. Towards the end of each file, add the <GlobalIdGroup> tag to apply the value based on the Salesforce organization.

    For example, for the @example.com Salesforce organization, use ExampleOrg:

        <TasksIgnoreCategory>true</TasksIgnoreCategory>
        <GlobalIdGroup>ExampleOrg</GlobalIdGroup>
        <Scheduled>true</Scheduled>

    For example, for the @sample.com Salesforce organization, use SampleOrg:

        <TasksIgnoreCategory>true</TasksIgnoreCategory>
        <GlobalIdGroup>SampleOrg</GlobalIdGroup>
        <Scheduled>true</Scheduled>

  12. Restart the Riva Manager application. On the menu bar, select Policies. Enable the sync policies as required.

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