In this article, we will cover:
- Requirements for using Cases
- Setting Up Field Mappings
- Setting Up the Ticket Creation skill
- Adding Cases to a Playbook
- Viewing Cases In Chat
Salesforce Cases is available on Premium, Advanced, and Enterprise Drift plans.
Requirements for using Cases
In order to be able to use Salesforce Cases in Drift you must have a Salesforce account with Cases permissions enabled.
Setting Up Field Mappings
To begin setting up your field mappings navigate to Settings > Integrations > Salesforce > Cases. Here is where you will set up which cases attributes from Drift should be mapped to Salesforce case fields.
To set up your field mappings:
- Click "Add mapping"
- Click the drop down on the left to select which Drift attribute or value you would like to send to Salesforce.
- Use the drop down on the right side to select which Salesforce field you would like to send data.
- (Optional) Click the overwrite toggle if you would like Drift to be able to overwrite existing data in your mapped Salesforce fields.
Use the check boxes below the attribute mapper to send a default value, abbreviate country and state names as they are sent to Salesforce; and to have Salesforce create a new contact to attach cases to if no associated contact exists.
The attribute type between Drift and Salesforce must match. For this reason, if you select a "text" type attribute in one drop down, the other side will only show you "text" type attributes.
Setting Up The Ticket Creation Skill
Before you can use Cases in your playbook flows you need to set up your ticket creation skill! To do this, navigate to Settings > App Settings > Bot > Help - Article Lookup and Ticket Creation.
From here, use the drop down under "Ticket creation" and select "Salesforce".
Adding Cases To A Playbook
Once your ticket creation skill is setup you can add the ticket creation skill to your playbooks! Begin by navigating to the Playbook Builder. Once there, simply drag and drop the Ticket Creation Skill into your playbook flow.
Viewing Cases In Chat
In the conversation view click "Salesforce Cases" under the Details side bar. Here you will see any existing Cases tied to the site visitors email address. Clicking on the Case number will open the case directly in Salesforce!