SalesForce Integration

The integration package is minimalistic and includes only Salesforce’s OAuth module. It does not include any additional modules or any custom components.

To function properly, the SocialHub packages require 3 scopes:

• Perform requests at any time: allows users to make API requests to Salesforce at any time, regardless of the users’ session status. This means that the user can perform actions such as data retrieval or updates even when they are not actively logged into the Salesforce platform.
• Access the identity URL service: allows SocialHub to display the name of your Salesforce organization.
• Manage user data via APIs: allows users to create cases from SocialHub’s Inbox.

Cases created with this integration will be created in the name of the user that connected Salesforce to the SocialHub account.

The connection was established successfully, but creating cases fails—what can I do?

please check if your case object has required fields which cannot be set by the integration. In this case, please make these fields optional and try again.

How can I connect to Salesforce? 

The following link leads to the application package that needs to be installed in your Salesforce account: https://login.salesforce.com/packaging/installPackage.apexp?p0=04tQy000000BiPA

If you want to use a sandbox account for the socialhub integration, simply replace “login.salesforce” with “test.salesforce” in the url: https://test.salesforce.com/packaging/installPackage.apexp?p0=04tQy000000BiPA

The package will add an OAuth application as well as a new “Case Origin” with the name “SocialHub” to your organization.

Only users with the “Download AppExchange Packages” permission can install packages.
If you want to enable this for existing profiles, you can edit the permissions on the profiles’ page in the “Administration / Users” section.

The next step, after logging in with a valid user, is the installation of the integration package in your Salesforce account. Salesforce will prompt you to select the users that will have access to the SocialHub package. You can choose Admins only, all users or a custom list of selected users.

Once the package is installed, go to the “Integrations” menu in SocialHub’s settings page at https://app.socialhub.io/settings/#integrations 

If the “Integrations” menu is unavailable, please get in touch with our support so that the feature can be enabled for your account.

Enter your Salesforce domain into the URL field on the integrations page. If you don’t know your Salesforce domain, you can find it on the “My Domain” page in Salesforce, for example.

Click “Connect” and accept the permissions prompt for your user.

Important: all Cases created through SocialHub will be created in the name of the user that has established the connection.

If everything worked, you should see “Connected to Salesforce” like in the screenshot below:

After you have successfully connected your Salesforce account to SocialHub you will see a new option “Send to Salesforce” in the tickets’ drop-down menu.

Within Salesforce itself, the ticket is essentially mirrored and appears as a new case. Salesforce users can then reply directly to the ticket. The reply is published directly on the platforms and also appears again within the ticket, so that it is clear where the communication originated.