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

• 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 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)

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.

  Auto-assign to First Responder for ClearFeed Requests and Salesforce Tickets: This feature automatically assigns both the ClearFeed request and its linked Salesforce ticket to the first team member who responds in the Slack thread. Learn how to configure it here.

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 customize the message shown to the requester. You can show or hide Case fields and manage the Case resolution button.

You can completely disable the ticket message by toggling off Screens. This would mean that whenever a Salesforce Case 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 Forms section on the ClearFeed web application

2. Under the ticketing drop-down, select Salesforce Ticketing.

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

Fields

• Title- The title of the SalesForce Case can be shown to the requester using this field.

• Status - By default, the Status of the Salesforce Case 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.

Actions

Mark As Solved button: You can choose to expose the Mark as Solved button which allows responders/requesters to solve a ticket right from the request channel.

• Check the option to display the Mark as Solved button on the ticket message block.

  • Permissions: All or Responder.

    • All - Allows access to the Mark as Solved button to both the requester and responder

    • Responder - Only agents/responders will be able to use the Mark as Solved action to resolve tickets.

    

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

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.