Salesforce Cloud

Steps to configure Salesforce Cloud integration for incident management, using Squadcast.

Salesforce Cloud is a customer relationship management (CRM) platform for customer service and support teams, enabling users to automate service processes, streamline workflows and find key articles.

Route detailed ticket alerts from Salesforce Cloud to the right users in Squadcast.

How to integrate Salesforce Cloud with Squadcast

In Squadcast: Using Salesforce Cloud as an Alert Source

1. Navigate to Services -> Service Overview -> select or search for your Service. Expand the accordion -> In the Alert Sources section, click Add.

2. Select Salesforce Cloud. Copy the displayed Webhook URL to configure it within Salesforce Cloud. Finish by clicking Add Alert Source -> Done.

Important:

When an alert source turns Active, it’ll show up under Configured Alert Sources, you can either generate a test alert from the integration or wait for a real-time alert to be generated by the Alert Source.

An Alert Source is active if there is a recorded incident via that Alert Source for the Service.

In Salesforce Cloud: Create a Squadcast Webhook

1. Download the squadcastClass.apxc file

2. In Salesforce Service Cloud, click on the Settings icon and then, click on the Developer Console

3. In the Developer Console page, select File -> New -> Apex Class. Add a name, paste the downloaded/copied file from the previous step, and click Save.

4. Download the squadcastTrigger.apxt file

5. On the Developer Console page, select File -> New -> Apex Trigger. Add a name, and choose the sObject as Case. Paste the downloaded/copied file from the previous step. Then, paste the Webhook URL copied previously into the endpoint field in the trigger function and click Save.

6. Go back to the Salesforce Cloud page and select Setup from Settings. Here, navigate to the Setup -> Security -> Remote Site Settings page

7. Add a new remote site: name it Squadcast and then paste the URL copied previously to the Remote Site URL field. Click on Save

That is it, you are now good to go!

• Whenever a case is created with a New, Working, or Escalated status, an incident will be created in Squadcast for it.

• When the ticket is moved to Closed status in Salesforce Cloud, the corresponding incident will automatically get resolved in Squadcast as well.

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