Marketers can create a Salesforce case directly in Socialbakers Suite Community management module. This integration allows brands to deliver a seamless customer experience to their social community – especially critical when dealing with tough issues or potentially negative situations.
To use the Salesforce Integration you need to:
- Be our client;
- Have access to the Socialbakers Suite Community module;
- Purchase the Salesforce Integration;
- Log in with Salesforce in the Socialbakers Suite Community Module.
This guide will help you connect your Socialbakers account with Salesforce and show you how to create Salesforce cases. We’ll also give you a brief explanation of a few case fields.
How to request the Integration
Go to your Socialbakers Suite Account Settings → Integrations & API
In this menu, you have all the possible integrations we offer displayed.
In case the Salesforce integration with Community is not yet activated, press the Request button - your Account Manager will automatically be notified and will contact you as soon as possible.
Connecting Socialbakers with Salesforce and Creating Cases
In Socialbakers’ Community module, a user can create a Salesforce Case from a comment, reply, user post or a direct message.
Once you’re in your Socialbakers Suite Account, simply click on the Community module from the top-level navigation panel, then:
- Click the three-dots button found on each piece of content or inside the ‘View Whole Thread’ button (second image). Press Create Salesforce Case inside the drop-down menu, as shown below:
It's important to note that a Salesforce case can be created per direct message, not per direct conversation (the whole conversation thread). Hence why inside the “Whole Thread” you will only find the ‘Create Salesforce Case’ button under each client reply. This will be explained further below on the Direct Messages Description field.
- After pressing the ‘Create Salesforce Case’ button, you will be asked to Connect to Salesforce. Click Connect to Salesforce. A new window will pop up to enter your Salesforce credentials.
Important: At this step, users responsible for creating the Cases in Socialbakers Suite need to also be defined in Salesforce and have the correct permissions to create and edit Cases.
If these conditions are fulfilled, the Subject and Description fields will be prefilled. Otherwise, an error screen will be displayed.
- Next, the user can fill in or modify fields in the form as desired, and when ready, click Create Salesforce Case to confirm.
- Once the case is created, the Salesforce icon will be shown next to the comment. Any user in Socialbakers Suite Community can view the ID of the case anytime and be redirected to it in Salesforce (if logged in Salesforce) by clicking on the icon under each comment. Check below for reference:
Fields in a Salesforce Case
The main goal of this integration is to seamlessly share information (such as the message body, name of the user, etc) from Socialbakers to Salesforce. This is done by pre-populating information available in Community directly into the Case -> Once the button to create a Salesforce Case is pressed, two fields are automatically populated:
1. The Subject field - This is the field where the type of the entity and the name of the user who made the comment can be found.
Regarding the type, it can either be a Comment, Direct Message or a User Post.
As an example, this field should be represented as:
Direct M. (type), Jounas Sbks (User name of who wrote the DM).
2. The Description field - This field contains all key information about the body of the message/comment itself, including:
-> The date and time of when the message/comment was made;
-> A direct link to the message/comment in the native platform;
-> A direct link to the message/comment in Socialbakers Community module;
-> The message body;
-> The social network where communication is taking place.
Comment (date & hour), Comment URL (link to the content in the native platform), Socialbakers URL (Link to the content in Socialbakers Suite’s Community), Message Body (the actual message/comment), Social Network (Facebook, Instagram, etc.)
Important: You will notice slight differences in the Direct Messages Description field.
3. The Direct Messages Description field has a different structure. Check out the example below:
‘Username’ (starting with the User Name of the page and then the user), ‘Socialbakers URL’ (Link to the content in Socialbakers Suite’s Community), ‘Social Network’ (Twitter, Instagram, etc.), next is the body (containing the date and hour, username of the page or the user, and finally the message). The body displays the message, plus the 9 previous messages in the conversation for better context.
Note: A Salesforce case can be created per direct message, not per direct conversation (the whole conversation thread), as a single user could be having multiple issues, describing each issue throughout the thread.
Since conversations in Community are not split by issues, but rather by 1 direct conversation per user (a whole thread), it was opted to create a Salesforce case per direct message inside a conversation thread. This makes the filtering process after creating a Salesforce Case streamlined.
Again, the direct message will be prepopulated into the description field, plus the previous 9 messages, for context.
4. Other Fields - Some fields can be mandatory or require a specific format (email, phone number). In case a user inserts invalid data, we display a validation message.
The user is free to apply any changes to the fields as needed before creating a Salesforce case.
- If the Case entity changes in Salesforce, the information will not be updated in the Community module of Socialbakers. This integration only supports the one-off creation of a case; no further syncing is done after the initial case is created.
- Customization of the fields to be displayed in the form is not possible. All fields are displayed.