Salesforce Integration for Support Tools

[This integration is designed to be used with our support tools/messaging system. It does not work with our Product Management Platform. If you are looking for a way to get your users' account data into UserVoice and connect them to ideas, see this article.]

You will need to be on a Salesforce plan that includes Web Services API to use the integration.

Pushing Salesforce data to UserVoice (Gadget)

The gadget pulls in information from Salesforce and displays it in Inspector. This allows admins to quickly see information from SalesForce on the user when answering tickets.

Account Details 
  • The account name
  • The contact's name
  • The contact's phone number
  • The sales rep for the account

If an opportunity has been logged on the account, it will show in the gadget as well. It will display the...
  • Opportunity's name
  • Amount
  • Stage 
  • Sales rep
Recent Tasks 
  • The 3 most recent "Tasks" for that account, and the name of the contact connected to those tasks.
If there is no information for a certain item, like no tasks, phone number or opportunity, the fields will not display.

Pushing Tickets in UserVoice to Salesforce (Service Hook)

So the Gadget pulls in information from Salesforce, but you want to push tickets to your Salesforce account or even handle them there.

With our Service Hook, you can do this.

Here's how it works:
  • The ticket subject becomes a Salesforce "Case"
  • The ticket message (and all admin and user replies on the thread) will show as Salesforce comments on the "Case"
  • A ticket contact is automatically connected to an existing Salesforce contact (if it exists). If there's no matching contact in Salesforce, you can set it up so it creates a "Lead." Learn more about this option here
  • The ticket state (open/closed) in UserVoice is synced with Salesforce. If a ticket is closed or opened in UserVoice, it will show that in Salesforce. (However, if you close the ticket in Salesforce, that will not be pushed to UserVoice).
  • Deleted tickets in UserVoice are not synced to Salesforce

Setting Up the Integration for the Service Hook & Gadget

What You Need from Salesforce

You will need the following information from Salesforce to set this up:
  • Consumer Key in Salesforce
  • Consumer Secret from Salesforce
  • Your Salesforce log in email address
  • Your Salesforce password (Must be set to never expire. We'll explain how in the next section.)
  • Your Security Token
This article will walk you through how to get your Consumer Key and Secret and even reset your Security Token if you need to.

You can use the same Consumer Key, Secret, Token, and log-in for the Service Hook and Gadget.

Set Your Salesforce's Password to NOT expire

In order to set up integrations, the password you use for the login must be set to not expire (otherwise the connection will break when your password expires). Here's a guide on how to set that up.
  • Under Administration Setup, click Manage Users -> Permission Sets (screenshot)
  • Click New
  • Label: "Never expire password"
  • API Name: "Never_expire_password" (screenshot)
  • Click Save
  • Under System, click "System permissions" (screenshot)
  • Click "Edit"
  • Scroll down to "Password Never Expires" and check the checkbox "Prevent the user's password from expiring." (screenshot)
  • Scroll up and click "Save".
  • Click user's name in top right corner -> My Profile
  • In the opening window, click "User Detail" (screenshot)
  • Scroll to "Permission Set assignments" and click "Edit Assignments" (screenshot)
  • Select "Never expire password" from Available Permission Sets.
  • Click "Add" (screenshot)
  • Click "Save".
If you are using the Gadget, you will also need to do the following in Salesforce:
  • Login to Salesforce
  • Click username in the top right, then Setup
  • Under Administration Setup on the left, choose "Security Controls" -> "Field Accessibility"
  • Click "Task"
  • Click "View by Fields"
  • Select Field -> Type
  • Make sure "System Administrator" (or the profile your user has) is set to "Editable" "Visible" or "Required" (cannot be "Hidden").

Setting the Gadget and Service Hook up in UserVoice

You're almost done! You have all the information you need from Salesforce. Now, where do you enter it in UserVoice?

For the Gadget:
  1. Click the icon in the bottom left corner [If you’re on an old version of UV, your settings will be accessed from the admin header.]
  2. Choose "Integrations" from the menu
  3. Click "Gadgets"
  4. Under "Add a gadget," click the "Salesforce" button, and enter the Salesforce information.
  5. Click "Create"
For the Service Hook:
  1. Click the icon in the bottom left corner [If you’re on an old version of UV, your settings will be accessed from the admin header.]
  2. Choose "Integrations" from the menu
  3. Click "Service hooks."
  4. Click the "Salesforce" button and enter your Salesforce information
  5. Click "Create"
And you're all set! 

Advanced Salesforce Integration Features

If you are using the Service Hook to push tickets to Salesforce, you might want users who are not contacts in Salesforce to become leads for your sales team. You can set it up so new users become "Leads" which you can later turn into "Contacts." This article walks you through how

Common Questions:

Q. Can I push ticket fields in UserVoice to Salesforce? 
A. No, not at this time. But we do have an idea about adding this feature. You can check it out here. Please, add your thoughts and vote for it!

Q. Does the integration work the sandbox version of Salesforce? 
A. It doesn't at this time. If you would like to see us add this feature, please, vote for the idea here.

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