Salesforce connection and operator setup
Connect INSIDE to Salesforce and identify the Salesforce user associated with each operator.
What it is
Salesforce Settings connects a website to Salesforce so operators can work with Salesforce customer and case information in INSIDE. Each operator can also have a website-specific Salesforce user association. That association supports ownership and attribution of their CRM work.
Who uses it and why
- Administrators arrange the connection with Powerfront and maintain permitted operator mappings.
- Developers coordinate the Salesforce application and authentication details with Powerfront.
- Operators use the resulting customer, case and CRM actions.
Where to find it
Powerfront manages the connection under Settings › General Settings › Salesforce. Administrators with the Settings or Manager role maintain Salesforce Username in the operator's website details under Settings › Account › Operators, subject to their operator-administration permissions.
How it works
The connection uses SOAP by default, or REST when enabled. REST supports password-based, client-credentials and JWT bearer authentication. Powerfront selects the appropriate mode and supplies the required connection details.
The address used to open Salesforce records is distinct from the login address. A directly configured Auth Token Url takes precedence in standard REST authentication. An Object Base Url alone does not select the password-login address.
An operator mapping identifies the corresponding Salesforce user and stores the returned identity for the website. Different websites can use different mappings for the same INSIDE operator.
Configure it
Ask Powerfront to connect the intended Salesforce environment and confirm the authentication mode. Provide connection credentials through the agreed secure process. Powerfront can also configure record links and a custom login domain.
To maintain an operator mapping, use an account with the Settings or Manager role and permission to edit operators. Open the permitted operator record, locate the relevant website and enter Salesforce Username. Confirm that the mapping resolves to the intended Salesforce user.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Salesforce Integration | Settings › General Settings › Salesforce | website | Off | Powerfront | Use Salesforce as the website's CRM integration. Enabling it through this screen disables Zendesk and native ticket handling. |
| Salesforce REST API | Settings › General Settings › Salesforce | website | Off | Powerfront | Use REST instead of the standard SOAP connection. |
| Salesforce Client Credentials Flow | Settings › General Settings › Salesforce | website | Off | Powerfront | Use client credentials for REST authentication. |
| Salesforce JWT Bearer Token Flow | Settings › General Settings › Salesforce | website | Off | Powerfront | Use a signed certificate-based token for REST authentication. |
| Is Sandbox Account | Settings › General Settings › Salesforce | website | Off | Powerfront | Use the Salesforce sandbox login choice where a custom login address does not override it. |
| Object Base Url | Settings › General Settings › Salesforce | website | Not set | Powerfront | Set the base address for opening Salesforce records. No object-link base address is supplied when not set. Client-credentials authentication can also use this address as a fallback. |
| Login Url | Settings › General Settings › Salesforce | website | Standard Salesforce login | Powerfront | Use a specified Salesforce login domain. When not set, SOAP uses the production or sandbox login according to Is Sandbox Account; REST uses the Auth Token Url fallback. |
| Auth Token Url | Settings › General Settings › Salesforce | website | Automatic Salesforce token endpoint | Powerfront | Specify the REST authentication address directly. When not set, use Login Url, then Object Base Url for client-credentials authentication, then the standard Salesforce production token endpoint. Custom integration behaviour can override this choice. |
| Username | Settings › General Settings › Salesforce | website | Not set | Powerfront | Identify the Salesforce connection user where required by the selected authentication mode. |
| Password | Settings › General Settings › Salesforce | website | Not set | Powerfront | Authenticate the connection when using password-based login. |
| Security Token | Settings › General Settings › Salesforce | website | Not set | Powerfront | Supply the Salesforce security token for password-based login where required. |
| Client Id | Settings › General Settings › Salesforce | website | Not set | Powerfront | Identify the Salesforce connected application for REST authentication. |
| Client Secret | Settings › General Settings › Salesforce | website | Not set | Powerfront | Authenticate the connected application for flows that require a client secret. |
| Certificate (Base64 Encoded) | Settings › General Settings › Salesforce | website | Not set | Powerfront | Supply the certificate material used by JWT bearer authentication. |
| Certificate Password | Settings › General Settings › Salesforce | website | Not set | Powerfront | Unlock the configured certificate where it has a password. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Salesforce Username | Settings › Account › Operators | No | Associate the operator with the corresponding Salesforce user for this website. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Manage permitted operator accounts and their website-specific Salesforce user mapping. |
| Manager | Manage operator mappings where operator-administration permissions allow it. |
Limits and good to know
- The settings screen requires Dynamics 365 integration to be disabled before enabling Salesforce.
- Enabling Salesforce through this screen disables Zendesk and native ticket handling. Plan that change with Powerfront.
- Connection credentials are separate from each operator's Salesforce user association.
- Mapping a user does not replace the permissions granted to that user in Salesforce.
- Custom integration behaviour can change the standard connection flow.
Depends on and works with
+8 more · used by
- Salesforce conversation records and transcriptsRequires
Export needs an enabled Salesforce connection and accessible destination records.
- Dynamics 365 connection and customer recordsConflicts
The Dynamics settings screen requires Salesforce integration to be disabled before enabling Dynamics.
- Zendesk connection and operator setupConflicts
Enabling Zendesk through its settings screen disables Salesforce.
- CRM form field configurationEnhances
An enabled Salesforce connection makes Salesforce fields available for its CRM forms.
- INSIDE in Salesforce and Dynamics 365Enhances
Salesforce connection and operator setup support the Salesforce workspace option.
- Custom CRM integrationEnhances
Salesforce matching, profile lookup and case operations can use custom behaviour.
- SubsitesEnhances
Connecting Salesforce makes record-type choices available in subsite settings.
- Website, channel and subsite accessEnhances
Connecting Salesforce adds a website-specific Salesforce username field to operator assignments.
View all connections as a list
This feature uses
- Operator accountsConfigured by
Operator records hold the website-specific Salesforce user association.
- Email ticket handling and statusesConflicts
Enabling Salesforce through its settings screen disables native ticket handling.
- Salesforce contactsEnhances
The connection supports Salesforce customer lookup and editing.
- Salesforce cases and conversation linksEnhances
The connection and mapped operator identity support Salesforce case work and comments.
- Salesforce conversation records and transcriptsEnhances
The connection supports configured conversation and transcript export.
- Dynamics 365 connection and customer recordsConflicts
The Salesforce settings screen requires Dynamics 365 integration to be disabled first.
- Zendesk connection and operator setupConflicts
Enabling Salesforce through its settings screen disables Zendesk integration.
Used by
- Operator availability statusConfigured by
Salesforce availability integration can affect manual availability controls.
- DepartmentsEnhances
Salesforce availability can influence eligible operators when integrated.
- Skillsets and skills-based routingConfigured by
Salesforce Omni-Channel mapping can control skills marked for external status control.
- Salesforce Models API connectionConfigured by
When the website Salesforce connection is selected, its authentication and verified operator sessions determine the available execution identity.
- Contact matchingConfigured by
The Salesforce connection can enable account-based matching.
- Salesforce contactsRequires
Salesforce customer actions need the website's Salesforce connection.
- Salesforce cases and conversation linksRequires
Case operations need the Salesforce connection; posting comments also needs an operator mapping.
- Salesforce leads and Zendesk contact creationEnhances
An enabled Salesforce connection adds Salesforce lead capture as an alternative to Zendesk capture.
- Salesforce conversation records and transcriptsRequires
Export needs an enabled Salesforce connection and accessible destination records.
- Dynamics 365 connection and customer recordsConflicts
The Dynamics settings screen requires Salesforce integration to be disabled before enabling Dynamics.
- Zendesk connection and operator setupConflicts
Enabling Zendesk through its settings screen disables Salesforce.
- CRM form field configurationEnhances
An enabled Salesforce connection makes Salesforce fields available for its CRM forms.
- INSIDE in Salesforce and Dynamics 365Enhances
Salesforce connection and operator setup support the Salesforce workspace option.
- Custom CRM integrationEnhances
Salesforce matching, profile lookup and case operations can use custom behaviour.
- SubsitesEnhances
Connecting Salesforce makes record-type choices available in subsite settings.
- Website, channel and subsite accessEnhances
Connecting Salesforce adds a website-specific Salesforce username field to operator assignments.
FAQ and troubleshooting
Who changes the Salesforce connection?
Powerfront manages Salesforce Settings. Ask Powerfront to change authentication, environment or connection details.
Why do record links work while authentication fails?
Record links and login use different configuration. Ask Powerfront to check Login Url, Auth Token Url and the selected authentication mode.
Why can't an operator post a case comment?
Check the operator's Salesforce mapping for the current website. The case comment form is hidden when the operator has no mapped Salesforce user.
Can I enable Salesforce alongside native tickets?
Enabling Salesforce through this settings screen turns native ticket handling off. Discuss the intended case and ticket workflow with Powerfront before changing it.