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 support@clearfeed.ai 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.
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
Message Sync Mode
Determines how messages are synced between Slack and SalesForce.
2-way sync between SalesForce and Slack thread: Replies from Slack are posted on SalesForce, and comments from SalesForce are synced to Slack.
Only forward sync from Slack thread to SalesForce: Replies from Slack are posted on SalesForce, but comments from SalesForce are not posted back on Slack.
Only backward sync from SalesForce to Slack thread: Only SalesForce comments are posted on Slack, and replies from Slack do not go to SalesForce.
No sync between SalesForce and Slack thread: No comments are synced from Slack or SalesForce.
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 SalesForce 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 SalesForce to the Slack thread: No status updates are synced to Slack.
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