Salesforce — Integration

Overview

Sync incidents and customer-impact signals into Salesforce Cases, push timeline notes as Case Feed posts, and expose live status to support and AM teams.

Capabilities

• Create/Update Cases from incidents with field mapping

• Bidirectional status sync (open/in progress/resolved)

• Case Feed posts for important timeline events

• Custom object support and per-record-type mapping

• Link multiple incidents to a single parent case

• Rate-limit aware bulk backfill from historical incidents

1. 1

   Step 1

   Create a Connected App in Salesforce with OAuth (JWT or Web Server).

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2. 2

   Step 2

   In the app, add credentials (client id/secret or certificate) and authorize.

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3. 3

   Step 3

   Define field mappings: Incident → Case (subject, priority, owner, custom fields).

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4. 4

   Step 4

   Enable Case Feed posting for milestone events (created, SEV change, resolved).

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5. 5

   Step 5

   Test with a sandbox record; confirm Case created/updated and feed posts appear.

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6. 6

   Step 6

   Roll out to production and monitor sync dashboard for errors.

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Limitations

• Requires Salesforce API access; sandbox and production must be authorized separately.

• Large attachments are not embedded; we include secure deep links instead.

• Complex validation rules can block updates; add bypass perms or dedicated integration user.

FAQs

Pricing