Integrate Care with Salesforce

Integrating the Care module with Salesforce allows you to interact with Care cases directly from the Salesforce environment exactly as if you worked directly in Care.

If you want to escalate an individual conversation from Care to Salesforce, you can simply create a Salesforce case directly from Care and continue dealing with the escalation within your Salesforce environment. You can also create a Salesforce lead directly from a Care case.

Unlike the Community-Salesforce integration (see Integrate Community and Salesforce), the Care-Salesforce is bi-directional.

This article is about integrating Salesforce with Emplifi Care.

To integrate Salesforce with Emplifi Community, see Integrate Community and Salesforce.

Prerequisites

Before you start, make sure that you have a Salesforce account with admin-level access.

Salesforce tokens and escalation to Salesforce

Emplifi uses the Salesforce API to communicate with Salesforce and connects to Salesforce using a token-based connection.

When setting up integration with Salesforce, you as a token holder must connect the Salesforce environment to your Emplifi account. Once done, your Salesforce token becomes the default token. All the cases that are created in Salesforce as escalations from Emplifi will be associated with this token and with your Salesforce user, regardless of who actually initiated the escalation in Emplifi.

If you want to associate a case in Salesforce with the user who initiated the escalation, you can use the following methods (either one or both of them depending on your setup):

Ask the Care users who have their personal Salesforce credentials to connect to the Salesforce account in Emplifi (see “Connect to a Salesforce account as an Emplifi user” further in this article).
When a connected user escalates a case from Care to Salesforce, the Salesforce case will be created under this user’s Salesforce token and will be associated with this user in Salesforce. If a Salesforce case is created from a Care case escalated by a user who did not connect to the Salesforce account via their personal Salesforce credentials, the Salesforce case be created under the default token and will be associated with the token holder.
Map the Agent name and/or Agent email Care fields to some of your Salesforce fields (see Map Your Care and Salesforce Fields).
When a user escalates a case from Care to Salesforce, the mapped Salesforce fields will be filled in with the user’s name and/or email, and you will be able to identify who escalated the Care case to Salesforce.

Set up Salesforce integration

To set up Salesforce integration, complete the following steps:

Request Salesforce integration.
Connect a Salesforce account to your Emplifi account.

Request Salesforce integration

Steps:

Go to Settings -> Integrations & API.
The list of available integrations opens.
Locate Salesforce for Community and Care, and click Request.
The request is sent to Emplifi.
The status of the Salesforce integration is changed to “Requested”.
Wait for your Customer Success Manager to contact you and enable Salesforce integration in your Emplifi account.

Once integration is enabled, the Salesforce sub-item appears under Settings -> Integrations & API in your Emplifi account where you can set up your Salesforce integration.

Connect a Salesforce account to your Emplifi account

You can set up Salesforce integration in the following ways:

Connect a Salesforce sandbox account to run all the preliminary checks and to avoid spamming the main account with tests.
Connect to a main Salesforce account to run a production environment.

Steps:

Go to Settings -> Integrations & API -> Salesforce.
Click +Connect Salesforce account to connect a production Salesforce environment or Connect Sandbox to connect a test Salesforce environment.
The Salesforce login screen opens.
Log in with your Salesforce credentials.
You are asked to allow Emplifi to access all the relevant data required.
Review the requested data permissions and allow Emplifi to access the data.
Emplifi accesses the data from Salesforce. The Salesforce account is added and appears in the list of accounts.
(Optional) If you want to associate a case in Salesforce with the user who initiated escalation in Emplifi, ask the users who have their personal Salesforce credentials to connect to the Salesforce account that you have just added (see “Connect to a Salesforce account as an Emplifi user“ further in this article).

Connect to a Salesforce account as an Emplifi user

If you have personal Salesforce credentials, connect to the Salesforce account in Emplifi. This will help identify you as the creator of the Salesforce case when you initiate escalation from Emplifi to Salesforce: the case will be created under your Salesforce token and will be associated with you in Salesforce.

If you do not have personal Salesforce credentials or do not want to connect to the Salesforce account via the personal credentials, the Salesforce cases will be created under the default token and will be associated with the holder of this token.

Steps:

Go to Settings -> Integrations & API -> Salesforce.
Click the Salesforce account that you want to connect to.
Click the plus icon next to Contact and Case management.
The Salesforce login screen opens.
Log in with your Salesforce credentials.
You are asked to allow Emplifi to access all the relevant data required.
Review the requested data permissions and allow Emplifi to access the data.
Emplifi accesses the data from Salesforce.
You are connected to the Salesforce account and appear as a connected user.

To disconnect from the Salesforce account:

Click any connected user that are displayed next to Contact and Case management.
The connection detail dialog pops up.
Click Disconnect next to your user.
You are disconnected from the Salesforce account and moved to under Suggested Users on the connection detail dialog.
You can reconnect with your Salesforce token at any time later.

Once you have connected a Salesforce account to your Emplifi account, map the fields between Care and your Salesforce environment (see Map Your Care and Salesforce Fields).