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 Monterey AI 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 Monterey AI 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 Monterey AI, where you can toggle on case ingestion
[Optional] You can also enable each comment on the salesforce cases to be ingested
Data Collected
Once Monterey AI and Salesforce Service Cloud are connected successfully, data will be pulled from periodically. The first time Monterey AI 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 Monterey AI.
The following table describes how data is mapped from Salesforce into Monterey AI.
| Salesforce Object | Salesforce Field | Monterey AI Object | Monterey AI 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 |