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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 SL1 events between Salesforce and SL1. The integration is bidirectional between SL1 and Salesforce.
You can configure this SyncPack to perform the following integrations:
- Resolve (or bulk resolve) an SL1 event when the synced Salesforce case or incident is resolved.
- Acknowledge an SL1 event when the synced Salesforce case or incident is acknowledged.
- Collect event information from SL1 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 SL1 Events From Salesforce Cases. This application resolves SL1 events that were resolved by corresponding Salesforce cases.
- Bulk Resolve SL1 Events From Salesforce Incidents. This application resolves SL1 events that were resolved by corresponding Salesforce incidents.
- Create Salesforce Case. This application collects event information from SL1 and creates a case in Salesforce.
- Create Salesforce Incident. This application collects event information from SL1 and creates an incident in Salesforce.
- Get Acknowledged Salesforce Cases And Update SL1 Event. This application collects acknowledged case data from Salesforce and updates the corresponding SL1 event.
- Get Acknowledged Salesforce Incidents and Update SL1 Event. This application collects acknowledged incident data from Salesforce and updates the corresponding SL1 event.
- Pass Acknowledgment Details From SL1 To Salesforce Case. This application collects acknowledged event data from SL1 and updates the corresponding Salesforce case.
- Pass Acknowledgment Details From SL1 to Salesforce Incident. This application collects acknowledged event data from SL1 and updates the corresponding Salesforce incidents.
- Resolve Salesforce Case. This application resolves Salesforce cases that were resolved by corresponding SL1 events.
- Resolve Salesforce Incident. This application resolves Salesforce incidents that were resolved by corresponding SL1 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 SL1, 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 SL1 and Salesforce, including options to populate the external URL, define the default acknowledging user, and resolving an SL1 event from Salesforce.
- Details for customizing templates.
Steps
The following steps are included in this SyncPack:
- Create Bulk SL1 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 SL1 to Salesforce Case
- Pass Acknowledgment From SL1 to Salesforce Incident
- Pass Case Resolution From SL1 to Salesforce
- Pass Resolution From SL1 To Salesforce
- Post Event Update to SL1