Appendix C: Uninstalling SCC-AC

Manual Uninstall

1. Disassociate the messaging channel
   1. In Salesforce setup, go to Feature Settings > Service > Messaging > Messaging Settings and choose the channel you created
   2. Choose the dropdown arrow in the upper-right of the screen and choose Deactivate
   3. In Messaging Settings, choose Edit and then the unlink symbol to the right of the Conversation Channel Definition field. Choose Unlink in the confirmation window and save changes.
2. Delete the Lightning app
   1. Go to Apps > App Manager. Find the row with the Lightning app you created, choose the arrow in the rightmost column, and choose Delete. Confirm Delete.
3. Uninstall the managed package
   1. Go to Apps > Packaging > Installed Packages. Find Amazon Connect for Salesforce package and choose Uninstall
   2. Choose Do not save a copy of this package’s data after uninstall and check the confirmation box before choosing Uninstall. You will get an email confirmation once the package has been successfully uninstalled.
4. Clean-up remaining Salesforce resources
   1. Delete named credentials
      1. Go to Security > Named Credentials. For each of the following credentials, select the dropdown arrow and choose delete:
         1. SCC_GLOBAL_CFN_NC
         2. SCC_GLOBAL_CONNECT_VOICE_SERVICE_NC
         3. SCC_GLOBAL_INTERACTION_SERVICE_NC
         4. SCC_GLOBAL_S3_CALL_NC
         5. SCC_CONTACT_CENTER_CONNECT_API_NC_{ID}
         6. SCC_CONTACT_CENTER_CFN_NC_{ID}
      2. Choose the External Credentials tab and delete the following:
         1. SCC_GLOBAL_CFN_EC
         2. SCC_GLOBAL_INTERACTION_SERVICE_EC
         3. SCC_GLOBAL_S3_EC
         4. SCC_CONTACT_CENTER_CONNECT_API_EC_{ID}
         5. SCC_CONTACT_CENTER_CFN_EC_{ID}
   2. Delete certificates
      1. Go to Security > Certificate and Key Management
      2. Find the rows containing scc_certificate_{TIMESTAMP} and SCC_PLACE_HOLDER_CERTIFICATE and choose Delete.
   3. Remove permission sets from admin and agent users
      1. Go to Users > Users. Choose the administrator and agent users, hover over Permission Set Assignments and choose Delete next to the SCC Administrator and SCC Agent permission sets.
   4. Deactivate API Access User
      1. Go to Users > Users. Find ApiAccessUser, SCCAC and choose Edit.
      2. Uncheck Active and choose OK.
   5. Delete permission sets
      1. Go to Users > Permission Sets. Find the SCC Administrator and SCC Agent sets that you cloned and choose Delete.
   6. Delete Connected App
      1. Go to Apps > App Manager. Find the awsscc GLOBAL_CONNECTED_APP, choose the arrow in the rightmost column, and choose View. Choose Delete and confirm.
5. Clean-up AWS resources
   1. Log into your Amazon Connect instance and go to Users > Routing Profiles. Select the Basic Routing Profile and remove the SCCAC-BasicQueue-<contactCenterId> from under Queues and the Default outbound queue.
   2. Go to Routing > Queues. Delete the SCCAC-BasicQueue-<contactCenterId>. Then go to Routing > Hours of operation and delete the SCCAC-BasicQueueHoursOfOperation-<contactCenterId>.
   3. Navigate to CloudFormation and delete the SCC-CONTACT-CENTER-STACK-{ID} in the AWS region where you created your contact center.
   4. Delete the SCC-CONTACT-CENTER-SECRET-REPLICATION-STACK-{ID} stack in us-east-1.
   5. Go to S3 and empty and delete the sccac-{YOUR_AWS_ACCOUNT}-bucket-<SalesforceOrgId> bucket.
   6. Return to CloudFormation and delete the following stacks:
      1. SCC-GLOBAL-CERTIFICATE-STACK-*
      2. SCC-GLOBAL-CERTIFICATE-APPLIED-RESOURCE-STACK-{TIMESTAMP}
      3. SCC-GLOBAL-STACK-*