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This SyncPack uses the "Salesforce Service Cloud: Synchronization Policies" PowerPack.
What Can I Do with this SyncPack?
The "Salesforce Service Cloud" SyncPack lets you automatically synchronize Salesforce cases or incidents and Skylar One events between Salesforce and Skylar One. The integration is bidirectional between Skylar One and Salesforce.
You can configure this SyncPack to perform the following integrations:
- Resolve (or bulk resolve) a Skylar One event when the synced Salesforce case or incident is resolved.
- Acknowledge a Skylar One event when the synced Salesforce case or incident is acknowledged.
- Collect event information from Skylar One and create a case or incident in Salesforce.
Contents of the SyncPack
This section lists the contents of the "Salesforce Service Cloud" SyncPack.
PowerFlow Applications
- Bulk Resolve Skylar One Events From Salesforce Cases. This application resolves Skylar One events that were resolved by corresponding Salesforce cases.
- Bulk Resolve Skylar One Events From Salesforce Incidents. This application resolves Skylar One events that were resolved by corresponding Salesforce incidents.
- Create Salesforce Case. This application collects event information from Skylar One and creates a case in Salesforce.
- Create Salesforce Incident. This application collects event information from Skylar One and creates an incident in Salesforce.
- Get Acknowledged Salesforce Cases And Update Skylar One Event. This application collects acknowledged case data from Salesforce and updates the corresponding Skylar One event.
- Get Acknowledged Salesforce Incidents and Update Skylar One Event. This application collects acknowledged incident data from Salesforce and updates the corresponding Skylar One event.
- Pass Acknowledgment Details From Skylar One To Salesforce Case. This application collects acknowledged event data from Skylar One and updates the corresponding Salesforce case.
- Pass Acknowledgment Details From Skylar One to Salesforce Incident. This application collects acknowledged event data from Skylar One and updates the corresponding Salesforce incidents.
- Resolve Salesforce Case. This application resolves Salesforce cases that were resolved by corresponding Skylar One events.
- Resolve Salesforce Incident. This application resolves Salesforce incidents that were resolved by corresponding Skylar One events.
For more information about how to configure these applications, see Configuring Applications for the Salesforce Service Cloud SyncPack.
Configuration Object
- Base Salesforce Configuration. This configuration object can be used as a template after the SyncPack is installed on the PowerFlow system. The configuration object includes the following:
- Details for connecting to Skylar One, including the host, username, and password.
- Details for connecting to Salesforce, including the client ID, client secret, username, and password.
- Details for adding connecting events and cases or incidents between Skylar One and Salesforce, including options to populate the external URL, define the default acknowledging user, and resolving a Skylar One event from Salesforce.
- Details for customizing templates.
Steps
The following steps are included in this SyncPack:
- Create Bulk Skylar One Payloads Including SF Email
- Fetch Cases From Salesforce
- Fetch Incidents From Salesforce
- Fetch Resolved Cases From Salesforce
- Fetch Resolved Incidents From Salesforce
- Get Event Details And Create Salesforce Case
- Get Event Details And Create Salesforce Incident
- Pass Acknowledgment From Skylar One to Salesforce Case
- Pass Acknowledgment From Skylar One to Salesforce Incident
- Pass Case Resolution From Skylar One to Salesforce
- Pass Resolution From Skylar One To Salesforce
- Post Event Update to Skylar One