Map Your Care and Salesforce Fields

Before you start using Emplifi Care to open cases in Salesforce, we recommend that you map the fields between the two environments to help your agents work faster.

When you map Emplifi Care and Salesforce fields, you map them for all users in your account.

Essential concepts

Record types

The record type is the way the fields are organized in Salesforce.

Emplifi Care allows you to map and display a selection of Salesforce record types. This enables you to create Salesforce cases directly from the Care module.

Field types 

Dynamic data

Dynamic data is automatically exported from a Care inbox message that you turn into a Salesforce case (for example, time, author of the message, etc.). The data is mapped to the corresponding fields in the Salesforce.

Variable data 

Variable data is automatically exported from a Care inbox message that you turn into a Salesforce case. However, the variable data values are predefined and you edit which value will be mapped to your Salesforce fields.

Prerequisites

Before you can start mapping Community and Salesforce fields, ensure that you:

• enabled Salesforce integration for your Emplifi organization.

• connected your Emplifi account with your Salesforce account.

For details, see Integrate Care with Salesforce.

Map your Care and Salesforce fields

To map the fields, follow these steps:

1. Click Settings.

2. Click Integrations & API, then click Salesforce.
   The list of connected accounts displays.

   

3. Select the account that you want to map.

4. Click Map with Care.
   The list of the record types that are available in your Salesforce account appears.

5. Click the record type that you want to map.
   The mapping editor appears.

6. Map your Care and Salesforce field.

   

   Your options are determined by two factors:

   • Your Emplifi and Salesforce respective setups.

   • Your Salesforce permissions to see individual fields.

7. When you finish mapping, click Save.