Salesforce Service Cloud
Ingest Salesforce Service Cloud Cases
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.
Go to "Settings"
Click "Integrations" in the navigation menu
Click "Salesforce"
Click "Connect"
If necessary, log in to Salesforce using the appropriate account
Review and approve the permissions requested
Once confirmed, you will be returned to Reforge Insight Analytics, where you can toggle on case ingestion
[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 Object | Salesforce Field | Reforge Insight Analytics Object | Reforge Insight Analytics Field | Note |
|---|---|---|---|---|
| Case | Subject | Feedback | Title | |
| Case | Description | Feedback | Description | |
| Case | CaseNumber | Feedback | Source ID | |
| Case | CreatedDate | Feedback | Created At | |
| Case | LastModifiedDate | Feedback | Updated At | |
| Case | ClosedDate | Feedback | metadata | |
| Case | IsClosed | Feedback | metadata | |
| Case | IsDeleted | Feedback | metadata | |
| Case | Origin | Feedback | metadata | |
| Case | OwnerId | Feedback | metadata | |
| Case | ParentId | Feedback | metadata | |
| Case | Priority | Feedback | metadata | |
| Case | Reason | Feedback | metadata | |
| Case | Status Revenue | Feedback | metadata | |
| Case | Type | Feedback | metadata | |
| Contact | ID | Customer | externalId | |
| Contact | Customer | |||
| Contact | Name | Customer | name | |
| Contact | Phone | Customer | metadata | |
| Contact | MobilePhone | Customer | metadata | |
| Contact | Title | Customer | metadata | |
| Contact | CreatedDate | Customer | Created At | |
| Contact | LastModifiedDate | Customer | Updated At | |
| Account | Name | Account | Name | |
| Account | Description | Account | Description | |
| Account | CreatedDate | Account | Created At | |
| Account | LastModifiedDate | Account | Updated At | |
| Account | Website | Account | domain | |
| Account | Annual Revenue | Account | metadata | |
| Account | Number of Employees | Account | metadata | |
| Account | Billing Postal Code Employees | Account | metadata | |
| Account | Billing Country | Account | metadata | |
| Opportunity | SUM of Amount | Account | contractValue | Sum of the Amount field from all “Closed Won” opportunities associated with the corresponding Account |
Pricing Volume Impact
| Entity Type | Volume Impact |
|---|---|
| Case | 1x |
View the pricing page for more information on how we calculate volume usage.