Salesforce Service Cloud – Assembled

Salesforce Service Cloud is a contact platform that is mainly used for email and chat. More information about Salesforce Service Cloud can be found here.

Connecting Salesforce Service Cloud to Assembled

If you run into any issues during this step, please reach out to our Support Team

OAuth 2.0
- A Dedicated Salesforce Integration User is required
NOTE: This allows Assembled to make API requests on behalf of your account. As a result, this will cause an overall increase in your API usage
Successfully connecting Salesforce Service Cloud will have a “Synced”, “Sync in progress” or “Connected” field on the specific card in the Settings > Integrations page

Sync jobs on Assembled

For Salesforce Service Cloud, these are the sync jobs created:

Sync job	Definition	Frequency
backfill	Syncs data in the past, for a total of 5 years from the time the sync job was created.	As fast as possible
default	Syncs new and updated data	Every 5 minutes
agent_states	Syncs agent states	Every 30 seconds
case_histories	Syncs all CaseHistory objects	Every 5 minutes
OPTIONAL SYNC JOBS
live_chat_transcripts	Syncs all LiveChatTranscript objects which contain chat data	Every 5 minutes
email_messages	Syncs all EmailMessage objects	Every 5 minutes

Verify the Salesforce Service Cloud connection

There are two places on Assembled for you to verify if the integration has been correctly added. If either of these display zero or abnormal numbers, please reach out to our Support Team

Assembled	Type of data
Realtime dashboard	Agent states + contact data
Staffing Timeline → Contacts	Contact data

Salesforce Service Cloud endpoints/services that we integrate with

/v58.0/query

Question	Answer
What data does this endpoint provide?	All data from the requested Salesforce object
What is the rate limit for this endpoint?	10 requests / minute
How often does Assembled hit this endpoint?	Depends on the type of object we’re requesting (view table above for the frequency)

Salesforce Service Cloud integration mappings

Ticket data (Case)

Salesforce Service Cloud	Assembled
firstRespondedAt - call_started_at (Phone) OR firstRespondedAt - chat_started_at (Chat) OR firstRespondedAt - external_created_at (Email) [SLA]	first_response_duration

Ticket data (LiveChatTranscript)

Salesforce Service Cloud	Assembled
StartTime.Time - CreatedDate.Time (SLA)	first_response_duration

Ticket status (Case)

Salesforce Service Cloud	Assembled
New	new
Open	open
Pending	pending
Solved	solved
Closed	closed
On Hold	hold
	empty

Ticket status (LiveChatTranscript)

Salesforce Service Cloud	Assembled
Completed	solved
InProgress	open
Waiting	pending
Missed	closed

Channels (Please note: This will be the 'Origin' in Case Fields in Salesforce. Assembled will do a containing match, not an exact match.)

Salesforce Service Cloud	Assembled
email, web	email
phone	phone
chat	chat

FAQ

The Salesforce Service Cloud API rate limits reset every 24 hours, so it is important that we are in the know if a customer also has other integrations connected to Salesforce
We track the SLA across all channels on the Case object via the firstRespondedAt - CreatedDate metrics from Salesforce Service Cloud
If you are using a different metric for firstRespondedAt on Salesforce, please reach out to our Support team so that we can accurately parse that value from your Case object
Although Salesforce is heavily customizable in terms of roles, ticket status, etc., we highly suggest using Assembled's mappings as outlined above in the tables above.
Salesforce Service Cloud has a rate limit of 15,000 + (number of license holders * 15,000), up to a maximum of 1,000,000 requests every 24 hours. Assembled enforces a daily limit of 10,000 Salesforce API requests to help prevent exceeding your Salesforce API allowance.
We use UserServicePresences to sync agent states from Salesforce. In order to get agent states, you'll need to ensure you have :
Omnichannel enabled.
- Presence Statuses set up (creating and configuring.
- The 18-digit Salesforce ID for your Users (To see this field in Assembled go to People > ... > Edit > [You may need to scroll down] Salesforce ID). Do not input the 15-digit Service Cloud ID - it won't pull in the Presence Statuses.