To use Salesforce cases with Care cases, you must first link a Care customer with a Salesforce contact.

Unless otherwise stated, any task in this guide can be performed by Care agents and Care supervisor.

Nomenclature

Care works with the entity of a customer. Each customer can be identified by:

  • Fields (note)

  • Contacts (phone, email, address)

  • Profiles (facebook, intagram)

Salesforce works with the entity of a contact. Each contact can be identified by:

  • Fields (name, phone, email, address ID).

In Care, a Salesforce Contact will be identified as a Customer Salesforce Contact.

Customer Salesforce Profile is defined by:

  • network (salesforce)

  • profileId (contact ID)

  • salesforceAccountId

Just as a Care customer may be associated with multiple Care cases, a Salesforce contact can relate to multiple Salesforce cases.

You can either link a customer from a Care case to a existing Salesforce Contact (using search) or you create a new Salesforce contact. This linked is stored directly on the Customer entity and has no effect on Care case.

After you link a Care customer to a Salesforce Contact, you will be able to escalate Care cases to Salesforce.

Connect Care and Salesforce contacts

When you identify a Care case that you want to escalate to Salesforce, ensure that the Care customer’s identity has its counterpart in Salesforce.

Steps:

  1. Open a Care case.

  2. In the profile section, click Salesforce.

One of the following scenarios might occur:

  • Care contact is connected to a Salesforce contact.

  • There’s no connection:

    • You search for a corresponding Salesforce contact and find it.
      See the Connect and existing Salesforce contact section below.

    • You search for a corresponding Salesforce contact, and do not find it.
      See the Create a new Salesforce contact section below.

Connect and existing Salesforce contact

Steps:

  1. Enter the name of the Salesforce contact.

  2. From the search results, click the name you want to connect to a Care contact.

  3. Enter the Contact information details, then click Save.

You can now click Create case to escalate your Care case to Salesforce.

Create a new Salesforce contact

Steps:

  1. Click Create contact.
    The Create Salesforce contact panel slides out.

  2. Fill in the Contact’s details, then click Create Salesforce contact.

You can now click Create case to escalate your Care case to Salesforce.

Unlink Care and Salesforce contacts

Steps:

  1. Open a Care case.

  2. In the profile section, click Salesforce.

  3. Click the unlink icon on the Care contact card.