System of Engagement — Setup Guide

System of Engagement

Create and manage CRM connections (Systems of Engagement) so the platform can reliably reference the right customer system endpoints for integrations and automation.

Create a connection → Review setup prerequisites → Go to Integrations docs →

What is a System of Engagement?

A System of Engagement (SoE) is a saved CRM connection configuration. It tells the platform which CRM you're connecting to and which URLs (site + REST endpoint) should be used.

What you use it for

  • Maintain a consistent, named connection record per CRM instance (e.g., “Zendesk — Production”)
  • Store the authoritative Site URL and REST Endpoint for API calls
  • Support automation and integration flows that depend on customer system endpoints
Where it lives in the UI: when enabled, SoE is under Connections → System of Engagement.

Setup prerequisites

System of Engagement requires a configured Integrations backend. If these aren’t configured, the page may be hidden or appear empty.

1) Verify access

The Connections area (and the SoE screen) must be enabled for your organization. Contact your administrator if you don't see the Connections menu.

Tip: When enabled, the Integrations menu item appears under Connections in the sidebar.
2) Verify Integrations connectivity

SoE loads CRM types and CRM instances via the Integrations service. If the backend is unreachable, CRM types and instances won't load.

Roles & permissions

Visibility is controlled by user authorization. In the sidebar, the SoE menu entry is restricted to Owner and Administrator roles.

Connections navigation

Required Admin or Owner role

The Connections parent is shown when the user has either admin/owner role or integrations access.

SoE menu item

Required Owner or Administrator

If you can’t see System of Engagement under Connections, verify your role.

Integrations under Connections: The Integrations sub-item is visible to users with Administrator or Owner roles who have access to manage platform connections.

Create a System of Engagement connection

In the SoE screen, select System of Engagement (button in the header) to launch a 4‑step wizard.

Step 1 — Choose a platform

  • Zendesk
  • Oracle Fusion
  • Oracle Service Cloud

Step 2 — Configure connection basics

Zendesk
  • Connection Name (required)
  • Subdomain (required; whitespace is not allowed)
Oracle Fusion / Oracle Service Cloud
  • Connection Name (required)
  • Instance Name (required)

Step 3 — Review URLs (auto-populated, editable)

The wizard auto-populates Site URL and REST Endpoint based on the values from Step 2, and lets you review/edit them.

Auto-population defaults
  • Zendesk: {subdomain}.zendesk.com and {subdomain}.zendesk.com/api/v2
  • Oracle Fusion: {instance}.oraclecloud.com and {instance}.oraclecloud.com/crmRestApi/resources/latest
  • Service Cloud: {instance}.custhelp.com and {instance}.custhelp.com/services/rest/connect/latest
URL entry rules
  • The UI shows an https:// prefix in the field
  • Paste-friendly: protocol is stripped/sanitized automatically
  • The REST endpoint is stored with https:// when saved
Tip: If validation fails after pasting, remove https:// and try again — the form expects hostname/path style input.

Step 4 — Confirm setup

Select Create Connection to save. You’ll see a “Setup Complete!” confirmation screen after a successful save.

Manage existing connections

The SoE page lists all saved CRM instances as cards. Each card shows the connection name, last updated, and Site URL.

Edit

Use the card’s actions menu → Edit to update the connection name, Site URL, and REST endpoint.

Delete

Use the card’s actions menu → Delete. Deletion requires (1) typing the exact connection name and (2) checking a confirmation checkbox.

Note: Deletion is permanent and cannot be undone.

Troubleshooting

I don’t see “Connections” or “System of Engagement”

  • Confirm the Connections feature is enabled for your organization
  • Confirm your role is Owner or Administrator

The page loads but shows no platform options

  • Verify connectivity to the Integrations backend
  • Contact your administrator if the issue persists

URL fields won’t validate

  • Remove protocol (the form expects hostname/path; it will add https://)
  • Ensure there are no spaces in the value (especially Zendesk subdomain)

Save fails with errors

Backend validation may reject missing fields or duplicates (e.g., duplicate connection name or Site URL). Adjust the values and try again.

Related docs: Integrations • OpenConnect • API Keys