
Salesforce Service Cloud
ClearFeed has a robust integration with Salesforce allowing agents and responders to create bi-directionally synced Salesforce cases from Slack.
Integrate Salesforce
The integration can only be authorized by the Salesforce Admin. You can also connect Salesforce sandbox accounts with ClearFeed.
On the ClearFeed web app, navigate to the
Settings
from the nav bar and open the Integrations section.Next, click on the
Connect
button next to Salesforce. This will re-direct you to Saleforce's sign-in page. Fill your credentials and sign in.Then, you will see the below modal. Click on
Allow
to to allow access.

After authorizing Salesforce using ClearFeed web app, install the ClearFeed app in Salesforce: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t5g000000m6fZ.
Note: This URL changes with every update. Please contact ClearFeed at [email protected] or on Slack if the above URL does not work.
The URL will re-direct you to the below screen. Click on the
Install
button.

In the below modal that appears, click on
Continue
. This should start the installation.

After the installation is complete, click on
Done
.

Once installation is complete, go to Salesforce's
Setup
page and navigate toUser Interface
->User Interface
.


Tick the
Enable "Set Audit Fields upon Record Creation...
field.

You will be redirected back to ClearFeed, with the integration successful.
Configuring Permissions
You need to ensure that the field CreatedById has read and write permissions. To ensure this is there, you need to do the following:
Go to setup
Search for object manager. It's present under Objects and Fields section.
Search for "Case" and click on "Fields and Relationships".
Search for the field name CreatedById. (field label = CreatedBy).
Click on "Set field level security".
Make sure "Read only" box is unchecked for all/specific user roles. Our customers can decide which type of users can be the creator of the case.
Enable Ticketing
On the ClearFeed web application, open the Collection where you want to enable Ticketing
Click on
Settings
tab, and expand theTicketing Settings
section.Enable the toggle, and choose the
Salesforce
as theTicketing Integration
.Choose the Trigger Mode: Emoji (Manual) or Automatic
Emoji: Create tickets when the configured emoji is used on a message.
Automatic: Create tickets for all new messages on a channel.
Click on
Save
to save the integration successfully

Create Cases
Create Cases Manually (using Emoji)

Create Cases Automatically

Create from Triage Channel

Functionalities
Replies on the Slack thread and the Salesforce ticket are synced bidirectionally.
The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the Salesforce Ticket.
Status changes from Salesforce are reflected on Slack.
Public comments from the triage channel are also synced back to the Salesforce ticket.
Status change updates are posted on the thread when the Salesforce ticket is moved to Solved status.
Screens
When requests are turned into Salesforce Cases, details are sent back to the requester in a designated ticket message block on the request channel.
The screens section lets you completely disable the ticket message by toggling off Screens. This would mean that whenever a Salesforce Cases ticket is created, users will not see any confirmation message and ticket details.
To configure the ticket message for Salesforce ticketing, follow the steps given below:
Head over to the Forms section on the ClearFeed web application
Under the ticketing drop-down, select
Salesforce Ticketing
.Select
Screens
from the tabs mentioned under Salesforce Ticketing.
Fields:
Status - By default, the Status of the Salesforce ticket is always shown to the requester. This cannot be configured to be hidden.
Note: Custom Salesforce statuses are also supported.
Ticket URL - Allows you to show or hide the Salesforce Case URL to the requestor.
Settings
Sync Settings
Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.
For all Tickets
To configure common sync settings for all new tickets - follow the steps below:
Access Sync Settings by navigating to Objects
Choose your Message Sync Mode
Select whether status updates are shared in the Status Sync Mode setting

For Individual Tickets
You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.
Only Responders can configure Sync Settings for individual tickets from the request channel in Slack

AI-Summarization Setting
You can access these settings on the Settings tab here.
If enabled, the Description of the ticket will include a summary of the thread messages followed by the messages themselves. If disabled, only the messages will be included.

FAQs
Can we sync internal notes/comments from the ticketing system to Slack and vice-versa? Answer: No, we currently don't support syncing internal notes between Salesforce and Slack.
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