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.
Open your Salesforce Service Cloud.
Search the App Launcher for "Chatdesk Setup"
Open your Chatdesk Teams dashboard.
Click the user icon in the top right corner, and select "Channels"
Click "Connect new channel"
Find "Salesforce Service Cloud" and click "Connect"
Grant the requested permissions to Chatdesk
Return to the Channels page in Chatdesk Teams
Expand the settings for "Salesforce Service Cloud" 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
Click Authorize
Follow the remaining configuration steps in Salesforce to finish setup:
Tell Chatdesk the Case types you want your Experts to work
Tell Chatdesk who the eligible case owners are
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
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.