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Create cases in Salesforce

Last Update: Sep 2024 • Est. Read Time: 6 MIN
To check plan availability, see the pricing page.

The Salesforce 1.1.0 upgrade added the ability to create cases in Salesforce Sales Cloud from actions performed in Kustomer through the use of a managed package. This article will walk you through the configuration process to add this feature to your Kustomer organization's integration with Salesforce.

Who can access this feature?
User typesAdmins set up this integration. Available to Salesforce plans on Enterprise Edition, Unlimited Edition, and Performance Edition.


In this article

Prerequisites

You must complete the install and configuration steps in the help article Integrate with Salesforce before you can proceed with the setup steps in this article.

Your Salesforce plan must include API access in order to install the managed package. This includes Enterprise Edition, Unlimited Edition, and Performance Edition. Customers on Professional Edition are unable to install the managed package at this time due to feature limitations in Salesforce for this edition. Learn more about API access limits on the Salesforce site: API Request Limits and Allocations

You will need to have access to the same Salesforce Sales Cloud account that was used to configure your existing integration with Salesforce. Kustomer will connect to Salesforce Sales Cloud using OAuth 2.0. You'll need to have access to a Salesforce account that has the requisite permissions to access API.

We also recommend that you already be comfortable with the basics of business rules in Kustomer: Business Rules Overview

 Admins will also be activating an app-created workflow during the setup process. It is not required to understand or customize this workflow to activate it. However, for some advanced use cases that require further customization of this Salesforce integration, it's possible to modify a copy of the workflow. If this applies to your org, you can familiarize yourself with Kustomer workflows in:  Workflows Overview

How does Salesforce case create work?

All of the configuration settings related to the Salesforce Case Create feature can be located in the Salesforce app settings, under the Data Sync tab. This aspect of the Salesforce Sales Cloud integration adds a one-way directional sync from Kustomer to Salesforce which allows you to create cases in Salesforce from conversations in Kustomer. This operates through a Salesforce managed package and a Kustomer app-created workflow named salesforce-case-create, and optionally a business rule.

Once this is set up, you can use the toggle in the Create cases in Salesforce header to activate or deactivate the workflow that powers this feature.

When Create cases in Salesforce is turned on, the salesforce-case-create workflow will sync a Kustomer conversation with a Salesforce Sales Cloud case when the Sync To Salesforce conversation attribute is set to True, and when the conversation is not marked as spam.

There are two available methods to sync conversations with this attribute:

  • AutomaticSet up a Business Rule that syncs to Salesforce automatically, based on any trigger or filters you choose.
  • ManualIn the Insights Panel when viewing a conversation, agents can set the Sync To Salesforce property to True to create a case from this individual conversation.

After creating a case from Kustomer, you will be able to view details from that conversation in Salesforce Sales Cloud.

Install the Kustomer managed package for Salesforce

The first step in this integration will be to install the Kustomer application in Salesforce Sales Cloud.

  1. In Kustomer, go to Apps and select Salesforce in the sidebar.
  2. Select the Data Sync tab.
  3. The Install Kustomer managed package for Salesforce section will show the current installation status of the add-on. The status will initially appear as Incomplete, as seen below. Select the Install link.

    Note: If another administrator has already installed the Kustomer managed package, the status will show as Installed instead. If the latest add-on is successfully installed, you can skip to the next section.

  4. On the Salesforce website, log in with your Salesforce Sales Cloud credentials.
  5. Select Install for All Users.
  6. Check the box that acknowledges you are installing a non-Salesforce application.
  7. Select Install.
  8. Accept *.sentry.io as a trusted site when prompted. (Sentry is a monitoring platform we use to log any errors that occur in our custom components.)

After successful installation, you will find custom fields in the Salesforce Object Management Settings, under Setup > Object Manager > Cases > Fields & Relationships. You can find a list of the default field mappings later in this article in the section Default field mappings.

More information about managing objects can be found on the Salesforce site here: Salesforce: Find Object Management Settings

Select a case appearance option

Once the managed package add-on is installed, you'll decide how cases from Kustomer will appear in Salesforce.

  1. In Kustomer, navigate back to Apps > Salesforce > Data Sync.
  2. In the Create cases in Salesforce section, select the pencil icon next to Case appearance.
  3. A popup will appear where you'll select a method to control how Kustomer conversations are sent to Salesforce as cases. You have two options:

The recommended method is to use a record type, which makes it easier to tell which cases in Salesforce originated in Kustomer.

Option A: Create a record type in Salesforce

If you select the first option, you'll proceed by creating a record type in Salesforce to associate with Kustomer cases.

To create a record type:

  1. In Salesforce, go to Setup > Object Manager > Case > Fields & Relationships. (Learn more in Salesforce: Find Object Management Settings in Lightning Experience)
  2. Select New from the toolbar.
  3. Create a support process for Kustomer Conversations, if prompted.
  4. On the Step 1. Enter the details screen, create the record type with the following characteristics:
    • Existing Record Type: Master
    • Record Type Label: Kustomer Conversation
    • Kustomer Type Name: Kustomer_Conversation
    • Support Process: Kustomer Conversation
  5. Follow the remaining instructions to create the record type, and check boxes in the Make Available column as needed by your team.
  6. Select Next at the bottom of the page.
  7. On the Step 2. Assign page layouts screen, apply the Case Layout (Installed Package: Kustomer) layout to the Salesforce profiles that you wish to allow to view the custom Case fields.
  8. When finished, select Save at the bottom of the screen.
  9. After creating the record type, find the record ID.
  10. Return to the Case appearance settings in Kustomer, and paste this record ID into the Record Type ID field.
  11. Select Save Changes to close this popup.

Option B: I don't want to create a record type

If you choose not to create a record type, you will need to apply the Kustomer layout to profiles using the Page Layout Assignment settings in Salesforce.

  1. In Salesforce, go to Setup > Object Manager > Case > Case Page Layouts.
  2. Select the Page Layout Assignment button in the toolbar.
  3. Select Edit Assignment.
  4. Edit the assignments as desired, then save. More information about this process is available on Salesforce: Assign Page Layouts to Profiles or Record Types
  5. Return to the Case appearance settings in Kustomer, and check the box to let us know this setup step is complete. Then select Save Changes.

Turn on the case-sync workflow in Kustomer

Installing the latest version of the Salesforce app in Kustomer will create a workflow for this sync. The next step will be to activate this workflow from the Salesforce app settings.

To activate the Salesforce workflow:

  1. In Kustomer, go to Apps > Salesforce > Data Sync.
  2. Locate the toggle in the header within the Create cases in Salesforce section. You can now use this toggle to activate or deactivate Salesforce Case Create features.

Activate a business rule for automatic sync

If your organization wants to automatically sync conversations with Salesforce, you can set up a Business Rule to act on the Sync To Salesforce conversation attribute, based upon any trigger and filters you choose.

Before you begin, you'll want to decide on what criteria your organization should use to trigger this sync. This is entirely customizable, so consider what criteria would best fit the needs of your organization. Here are some examples of potential criteria you might filter on:

  • Marking a conversation Done triggers a sync to Salesforce
  • Applying an Important tag to a conversation syncs it to Salesforce

To set up the business rule:

  1. In Kustomer, go to Apps > Salesforce > Data Sync.
  2. Use the Configure link in the Automatic Sync section to be taken to the Business Rules settings.
  3. Select Add Rule.
  4. Fill out the Name and Description of this rule. We always recommend as a best practice that you use clear and illustrative names and descriptions, so that it's easy to know what function this rule performs if another member of your team reviews this rule at a later date.
  5. Fill out Set Trigger and Conditions as desired.
  6. Under Set Actions, use the Select Action Type menu to choose Update Data.
  7. Fill in the remaining fields to Conversation - Sync To Salesforce - Replace With - True.

The finished rule can now be saved, and you can activate the business rule whenever you wish for it to take effect.

Conversation view in Salesforce

After case create is configured through this article, you can continue on to set up a conversation view for Kustomer conversations in Salesforce. Learn more in View conversations in Salesforce.

Default field mappings

For reference when modifying any of the field mappings, here is a list of the default field mappings for this integration:

KustomerSalesforce
AccountId of the contact in Salesforce, matched by the customer’s emailAccountId

Id of the contact in Salesforce, matched by the customer’s email

ContactId
previewDescription
defaultLangLanguage
"Kustomer App"Origin
assignedUsersKustomerApp_Conversation_Assignee_Name
priorityPriority
statusStatus
nameSubject
"Kustomer Conversation"Type
idKustomerApp_Conversation_Id
satisfactionLevel.scoreKustomerApp_Conversation_CSAT_Score
satisfactionLevel.ratingKustomerApp_Conversation_CSAT_Rating
createdAtKustomerApp_Conversation_CreatedAt
updatedAtKustomerApp_Conversation_UpdatedAt
modifiedAtKustomerApp_Conversation_ModifiedAt
lastMessageIn.sentAtKustomerApp_Conversation_LastMessageInSentAt
Conversation URLKustomerApp_Conversation_URL