Map Your Community and Salesforce Fields

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

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

Prerequisites

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

• Enabled Salesforce integration in your Emplifi account (see Integrate Community and Salesforce)

• Connected your Salesforce account to your Emplifi account (see Integrate Community and Salesforce)

• Are an Account Admin in the Emplifi account (see Account Roles)

Record types

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

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

Field types

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

• Due to Salesforce limitations, you cannot customize which fields will be displayed in the Emplifi mapping form. All fields are displayed.
  In Salesforce, you configure which fields appear in the form via record types.

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

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

Dynamic data

Fields with dynamic data in Community 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 Community inbox message that you turn into a Salesforce case.

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

Internal data

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

Internal data is automatically exported from the Emplifi account metadata.

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

Variable data

Fields with variable data in Community 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 Community inbox message that you turn into a Salesforce case.

Example:
The picklist field Priority in Salesforce is mapped to the variable data field Platform in Community. The variability of the Priority field is represented by three predefined values: High, Medium, and Low.
In the following picture, 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 Community 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 Map with Community 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 Community and Salesforce fields.
   If you want to be able to identify who escalated a Community message to Salesforce, map the Agent name and/or Agent email fields (see “Associate a case in Salesforce with the user who escalated the Community message” further in this article).

   

   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 Community and Salesforce fields are mapped.

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

Associate a case in Salesforce with the user who escalated the Community message

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

If you want to associate a case in Salesforce with the user who initiated the escalation in Community, 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 message from Community 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 message.

You can also ask the Community users who have personal Salesforce credentials to connect to the Salesforce account in Emplifi. When a connected user escalates a message from Community 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 Community and Salesforce.