This article will guide you through connecting your Salesforce Service Cloud to Chatdesk Trends. For Teams setup, click here. If you've already added the channel in Chatdesk and just need your Client Id and Client Secret, skip to step 9.
Before getting started, the Salesforce user performing the setup will need the "Setup Chatdesk" permission set. For more information on how to assign roles and permissions in Salesforce, click here.
Open your Salesforce Service Cloud.
Search the App Launcher for "Chatdesk Setup"
Open your Chatdesk Trends dashboard.
Click the user icon in the top right corner, and select "Channels"
Scroll down and select "Service Cloud"
Click "Add Service Cloud Account"
Login to Salesforce
Grant the requested permissions to Chatdesk
Return to the Channels page in Chatdesk Trends and select "Service Cloud"
Expand the settings for your connection to expose the Client Id and Secret
Return to the Chatdesk Setup app in Salesforce
Paste the Client Id and Secret into the fields in Salesforce
Follow the remaining configuration steps in Salesforce to finish setup:
Tell Chatdesk the Case types you want to be tagged
Tell Chatdesk who the eligible case owners are
Provide the email address from which Chatdesk's replies should be sent. If Teams is not enabled, please provide your main customer support email address.
Your Salesforce Service Cloud is now linked with Chatdesk Trends!
All emails will be tagged automatically as they are received. Click “Explore” at the top of the screen to return to the main dashboard. You can use the “Channels” drop down to filter feedback by channel.
If you have any further questions regarding the setup process, please do not hesitate to reach out to us. You can book a time slot here to meet with our customer success team to get your questions answered.