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Salesforce Service Cloud Integration Setup Guide for Chatdesk
Salesforce Service Cloud Integration Setup Guide for Chatdesk
Team Chatdesk avatar
Written by Team Chatdesk
Updated over a week ago

This article will guide you through connecting your Salesforce Service Cloud to Chatdesk. If you've already added the channel in Chatdesk and just need your Client Id and Client Secret, skip to step 8.

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.

  1. Open your Salesforce Service Cloud.

  2. Search the App Launcher for "Chatdesk Setup"

  3. Click the user icon in the top right corner, and select "Channels"

  4. Click "Connect new channel"

  5. Find "Salesforce Service Cloud" and click "Connect"

  6. Grant the requested permissions to Chatdesk

  7. Return to the Channels page in Chatdesk Teams

  8. Expand the settings for "Salesforce Service Cloud" to expose the Client Id and Secret

  9. Return to the Chatdesk Setup app in Salesforce

  10. Paste the Client Id and Secret into the fields in Salesforce

  11. Click Authorize

  12. Follow the remaining configuration steps in Salesforce to finish setup:

    1. Tell Chatdesk the Case types you want your Experts to work

    2. Tell Chatdesk who the eligible case owners are

    3. Provide the email address from which Chatdesk's replies should be sent. If 24/7 Customer Support is not enabled in Chatdesk, please provide your main customer support email address

  13. Click Save

Your Salesforce Service Cloud is now linked with Chatdesk!

All emails which meet your specified criteria will be assigned to your Chatdesk Experts to resolve. Click the "Metrics" tab in Chatdesk to see your team's performance, CSAT, response times, and more.

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.

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