Upgrade Guide Version 1.336

Does this apply to me?

Action is ONLY required if your organization actively uses RecordTypeID within your CTI Call Logs (Task) or CTI Quick Case Creation.
Note: By default, most organizations do not use this. If you do not use RecordTypeID for your call logs or cases, you do not need to take any action and can proceed with the upgrade normally.

Overview:

Enhancing Salesforce Security In Natterbox version 1.336, we are updating how our application authenticates with Salesforce to align with the latest industry security standards. Moving forward, Natterbox will use a dedicated Connected App user (via OAuth) rather than the individual logged-in user's credentials. This approach leverages OAuth, a highly secure industry standard, to ensure your data remains protected and inaccessible to unauthorised parties. This change vastly improves security by preventing direct exposure of individual user credentials.

How to Check If I am Using “RecordTypeID”

You can check if you are using “RecordTypeID” by navigating to the “Natterbox Call Center Configuration” page and reviewing sections for “Call Logs” and “Quick Case”. If you are utilizing the RecordTypeID field in these sections you will need to proceed with the below instructions.

Call Log:

Quick Case:

What to do BEFORE upgrading (If Applicable)

Because Natterbox will now authenticate and create records via the Connected App user rather than the individual agent's profile, the Connected App user must have the proper permissions to see and use those Record Types.

If your organization uses RecordTypeID in your CTI setup, your Salesforce Administrator must complete the following step BEFORE upgrading to version 1.336:

1. Grant Record Type Access to the Connected App User You must ensure that the Salesforce profile assigned to your Natterbox Connected App user has access to ALL possible Salesforce Case and/or Call Log (Task) Record Types used by your Natterbox CTI users.

Tasks(Call Logs):

Case (Quick Case):

What happens if I don't do this?

If your organization uses RecordTypeID and you fail to update these profile permissions before upgrading, your agents will lose the ability to use the CTI Quick Case and CTI Call Log features.

When attempting to wrap up calls, agents will encounter a failed case/task creation error regarding an invalid Record Type ID.

Need help? If you aren't sure whether your organization uses RecordTypeID, or if you need assistance adjusting your Connected App user permissions, please reach out to Natterbox Support.