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Create a Salesforce Case from the Community Inbox

In Emplifi's Community module, you can create a Salesforce case from the following content:

  • comment

  • reply

  • user post

  • direct message
    (info) A Salesforce case can only be created per a direct message, not per a direct conversation. The reason for this is because a single Facebook user could be engaged in multiple issues. Since conversations in Community are not split by issues (rather, there is one conversation per user), Emplifi allows users to create a Salesforce case per a direct message.

To create a case, follow these steps:

  1. Select a Community entry (comment, reply, post, message) that you want to turn into a Salesforce case.

  2. Click the ellipsis (), then click Create Salesforce case.

  3. Click Connect to Salesforce.
    (info) Depending on your browser settings, you may be taken directly to the next screen as already logged in.

  4. Fill in the details of your Salesforce case.

    Your options are determined by your Salesforce permissions to see individual fields.

  5. Click Create Salesforce case.

After you create the case, the Salesforce icon will be shown next to this comment. You can view the ID of the case anytime. When you click the icon, you will be redirected to that case in Salesforce.n

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