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Salesforce Integration

How to integrate Salesforce with Supportbench


Summary

Supportbench out of the box includes the ability to syncronize various items in Salesforce to their respective equivilents in Supportbench.

The following items are supported:

  1. Accounts - Downstream syncronization
    Accounts are able to be pulled from Salesforce as Companies within Supportbench.  Syncronizing SFDC accounts is a requirement for all syncronizations with the exclusion of products.
     
  2. Contacts - Downstream and upstream syncronization
    Contacts are able to be pulled from accounts and changes / new contacts for companies syncronized upstream to SFDC.
     
  3. Products - downstream syncronization
    Products are pulled into Supportbench as assets.  

     
  4. Assets - Downstream syncronization
    Assets are pulled into Supportbench as company assets.
     
  5. Cases - Upstream syncronization
    Cases and their activities are syncronized to SFDC.  Only cases that are linked to SFDC accounts are syncronized.

Requirements

There are several fields that are required for Case syncronization that are not already within SFDC or their by default.  In order for proper syncronization, the following fields need to be created.

SFDC ObjectAPI field nameField typeLength
Casebench_case_id__ctext30
Casebench_owner__ctext255
Casebench_queue__ctext255
Casebench_outcome__ctext255
Activitybench_activity_id__ctext255
Activitybench_activity_type__ctext255
Activitybench_email_to__ctext255
Activitybench_email_cc__ctext255

To see how to setup these fields, please see the Salesforce setup section below.

Salesforce Setup

  1. In the Salesforce.com Setup screens, go to Create, then Apps and create a new connected application. 


     
  2. Fill out the fields using the below as a template.

  3. The application will then be created.  You will see the application keys to use within Supportbench.

  4. Create the required fields within the Case object.


     
  5. Create the required fileds within the Activity object.

Supportbench Setup

  1. Within supportbench, go into the integration section under administration.  Using the consumer keys and secret keys within the SFDC application you just created, fill in the information.  You will also need to choose a user that has access to the various API function (read / write) for all the functionality to work.  You will require that users log in with that users secret key.


     
  2. To synchronize the various items, you will need to go through each section and choose the defaults, or sync to custom fields.  You can select a default list of fields within SFDC or type in a custom field name.  

    Select import data and save your settings.




    ** Custom fields in Supportbench are displayed as text fields and because of this, you must enter in the Salesforce name manually.  
     
  3. Case syncronization defaults are shown below.  We highly recommend using the below as your base syncronization settings.

 

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