Overview

Salesforce Service Cloud empowers businesses to build better customer relationships through its service platform. By connecting Reforge Insight Analytics with Salesforce Service Cloud, you can go deeper, getting the insights your teams need to provide better service, support, and product.

Get Started

You can find the Salesforce Service Cloud integration on your integration settings page.

A user with access to both Reforge Insight Analytics as well as Salesforce Service Cloud will need to authorize the connection.

1

Go to "Settings"

2

Click "Integrations" in the navigation menu

3

Click "Salesforce"

4

Click "Connect"

5

If necessary, log in to Salesforce using the appropriate account

6

Review and approve the permissions requested

7

Once confirmed, you will be returned to Reforge Insight Analytics, where you can toggle on case ingestion

8

[Optional] You can also enable each comment on the salesforce cases to be ingested

Data Collected

Once Reforge Insight Analytics and Salesforce Service Cloud are connected successfully, data will be pulled from periodically. The first time Reforge Insight Analytics loads data, it will look back 1 week. After that, it will ingest all new data up to your plan’s feedback volume limit.

Each case that is accessible will be ingested, such that the case and, if enabled, associated comments are analyzed and visible in Reforge Insight Analytics.

The following table describes how data is mapped from Salesforce into Reforge Insight Analytics.

Salesforce ObjectSalesforce FieldReforge Insight Analytics ObjectReforge Insight Analytics FieldNote
CaseSubjectFeedbackTitle
CaseDescriptionFeedbackDescription
CaseCaseNumberFeedbackSource ID
CaseCreatedDateFeedbackCreated At
CaseLastModifiedDateFeedbackUpdated At
CaseClosedDateFeedbackmetadata
CaseIsClosedFeedbackmetadata
CaseIsDeletedFeedbackmetadata
CaseOriginFeedbackmetadata
CaseOwnerIdFeedbackmetadata
CaseParentIdFeedbackmetadata
CasePriorityFeedbackmetadata
CaseReasonFeedbackmetadata
CaseStatus RevenueFeedbackmetadata
CaseTypeFeedbackmetadata
ContactIDCustomerexternalId
ContactEmailCustomeremail
ContactNameCustomername
ContactPhoneCustomermetadata
ContactMobilePhoneCustomermetadata
ContactTitleCustomermetadata
ContactCreatedDateCustomerCreated At
ContactLastModifiedDateCustomerUpdated At
AccountNameAccountName
AccountDescriptionAccountDescription
AccountCreatedDateAccountCreated At
AccountLastModifiedDateAccountUpdated At
AccountWebsiteAccountdomain
AccountAnnual RevenueAccountmetadata
AccountNumber of EmployeesAccountmetadata
AccountBilling Postal Code EmployeesAccountmetadata
AccountBilling CountryAccountmetadata
OpportunitySUM of AmountAccountcontractValueSum of the Amount field from all “Closed Won” opportunities associated with the corresponding Account

Pricing Volume Impact

Entity TypeVolume Impact
Case1x
View the pricing page for more information on how we calculate volume usage.

Common Issues

OAUTH_APP_BLOCKED

The most common issue we see with connecting Salesforce is “OAUTH_APP_BLOCKED”. This is likely due to configuration in your Salesforce organization that restricts users from connecting new apps via OAuth. If you hit this error, please have a user with admin access in Salesforce complete the following steps: If you see an error like OAUTH_APP_BLOCKED when trying to install the integration, your Salesforce admin needs to allow access to the app.

1

Go to Setup → Connected Apps OAuth Usage

You can search “Connected Apps OAuth Usage” in the Setup search bar.

2

Find "Reforge Insight Analytics" in the list

3

Click Manage next to the app name

4

On the next screen, click Edit Policies

5

Under Permitted Users, choose one of the following options

  • Self-authorization (easier setup): Select “All users may self-authorize” → Save. You’re done.

  • Admin-approved access (more control): Select “Admin approved users are pre-authorized” → Save. → Then scroll down and add the appropriate Profiles or Permission Sets under “Profiles” or “Custom Permissions” so your users can access the app.

6

Once updated, users can try the installation/authentication again