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Map Your Care and Salesforce Fields

Before you can use the Care module to open cases in Salesforce, map the fields between the two environments to help your agents work faster.

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

Prerequisites

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

Record types

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

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

Field types

Select what Care fields that you want to map to your Salesforce fields.

  • Visibility of the fields is determined by the Salesforce and Emplifi user who granted the token to Emplifi-Salesforce integration (see Integrate Care with Salesforce). Anything that this user sees and has access to is available in the mapping options.

  • Some Salesforce fields may accept only one type of Emplifi data (dynamic, internal, or variable).

Dynamic data

Fields with dynamic data in Care are mapped to the corresponding text fields in Salesforce (for example, time, the author of the message, and so on). The data is dynamic in the sense that the value changes based on the particular case.

Dynamic data is automatically exported from a Care inbox message that you turn into a Salesforce case.

Example:
Examples of the dynamic data fields would be a user name, timestamp, URL, or any custom text field (such as strings, numbers, and so on).

In the following picture, the text field Subject in Salesforce is mapped to the dynamic data field Brand name in Care, and the value changes based on what is in the Care inbox message:

Internal data

Fields with internal data in Care are mapped to the corresponding text fields in Salesforce.

Internal data is automatically exported from the Emplifi account metadata.

The following Care fields contain internal data:

  • Time of escalation

  • Agent name

  • Agent email

Example:
In the following picture, the text field Name in Salesforce is mapped to the internal data field Agent name in Care:

Variable data

Fields with variable data in Care are predefined with several options, and you specify which option will be mapped to picklist or multi-select picklist fields in Salesforce. You can think of the variable data fields as giving more granular control over mapping.

Variable data is automatically exported from a Care inbox message that you turn into a Salesforce case.

Example:
Examples of the variable data fields would be a language, sentiment, priority, or any custom field that allows for selecting a single value or multiple values.

In the following picture, the picklist field Priority in Salesforce is mapped to the variable data field Platform in Care. The variability of the Priority field is represented by three predefined values: High, Medium, and Low.
Two values of the Platform field (Facebook and Instagram) are mapped to the High value of the Priority field, LinkedIn is mapped to Medium, and Pinterest is mapped to Low:

Map your Care and Salesforce fields

Steps:

  1. Go to Settings -> Integrations & API -> Salesforce.
    The list of connected accounts is displayed.

  2. Select the Salesforce account where you want to map the fields.

  3. Click the Mapping with Care tab.
    The list of the record types that are available in your Salesforce account appears.

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

  5. Map your Care and Salesforce fields.
    (info) If you want to be able to identify who escalated a Care case to Salesforce, map the Agent name and/or Agent email fields (see “Associate a case in Salesforce with the user who escalated the Care case” further in this article).

    (warning) Your options are determined by two factors:

    • Your Emplifi and Salesforce respective setups

    • Your Salesforce permissions to see individual fields

  6. Once done, click Save.
    The Care and Salesforce fields are mapped.

To test the mapping, you can create a trial Salesforce case in Care (see Create a Salesforce Case from Care).

Associate a case in Salesforce with the user who escalated the Care case

By default, Care-Salesforce integration is based on a single user’s token (the default token; see Integrate Care with Salesforce). All cases created in Salesforce as escalations from Care are associated with this token regardless of who actually initiated the escalation in Care.

If you want to associate a case in Salesforce with the user who initiated the escalation in Care, map the Agent name and/or Agent email fields to some of your Salesforce fields. The Agent name and/or Agent email fields are filled in with the Emplifi internal data.

When a user escalates a case from Care to Salesforce, the mapped Salesforce fields will be filled in with the Emplifi user’s name and/or email, and you will be able to identify who escalated the Care case.

You can also ask the Care users who have personal Salesforce credentials to connect to the Salesforce account in Emplifi. 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. For more information, see Integrate Care with Salesforce.

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