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 [e-mail] 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 to User 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

1. On the ClearFeed web application, open the Collection where you want to enable Ticketing

2. Click on Settings tab, and expand the Ticketing Settings section.

3. Enable the toggle, and choose the Salesforce as the Ticketing Integration.

4. 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.

5. Click on Save to save the integration successfully

Create Cases

Create Cases Manually (using Emoji)

How to use emoji reaction to manually create a Salesforce Case?

1. A conversation is initiated on the request channel.

2. React to the first message on the thread using the 🎟️ emoji.

3. A Salesforce Case is created for the thread. All messages in the thread (along with the attachments) are synced to the ticket.

Create Cases Automatically

How to automatically convert threads into Salesforce Case?

1. Every new conversation (Slack thread) that is initiated on the request channel gets converted into a Salesforce Case automatically.

2. As soon as the ticket conversation occurs, ClearFeed posts a message on the Slack thread sharing the Salesforce Case details.

Create from Triage Channel

How to file Salesforce Case from the Triage channel?

Requests in the Triage channel can be easily converted to Salesforce Case using the More Actions button. Follow the below steps to do so:

1. For any request on the Triage channel, click on the More Actions button.

2. This will open a modal. Here, select the File a Salesforce Case option and proceed.

3. This successfully converts the request into a Salesforce Case.

The corresponding request channel thread on Slack now displays the title, ID, and Status of the Salesforce Case.

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:

1. Head over to the Objects section on the ClearFeed web application -> https://web.clearfeed.app/objects
2. Under the ticketing drop-down, select Salesforce Ticketing.

3. Select Screens from the tabs mentioned under Salesforce Ticketing.

Fields:

• Status - By default, the Status of the Zendesk ticket is always shown to the requester. This cannot be configured to be hidden.

  • Note: Custom Zendesk 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:

1. Access Sync Settings by navigating to Objects
2. Choose your Message Sync Mode
3. 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

Message Sync Mode

Determines how messages are synced between Slack and Zendesk.

• 2-way sync between Zendesk and Slack thread: Replies from Slack are posted on Zendesk and comments from Zendesk are synced to Slack.

  • Only forward sync from Slack thread to Zendesk: Replies from Slack are posted on Zendesk but comments from Zendesk are not posted back on Slack.

• Only backward sync from Zendesk to Slack thread: Only Zendesk comments are posted on Slack and replies from Slack do not go to Zendesk.

• No sync between Zendesk and Slack thread: No comments are synced from Slack or Zendesk.

Status Sync Mode

Determine whether status updates are shared on the request channel thread on Slack or not.

Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"

• Sync key status changes from Zendesk to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.

• No sync of status changes from Zendesk to the Slack thread: No status updates are synced to 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

1. 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.