Billing Plan: Salesforce Cases is available on Premium, Advanced, and Enterprise Drift plans.

Intended Audience:

• Admin

In this article, we will cover:

• Requirements for using Cases
• Setting Up Field Mappings
• Setting Up the Ticket Creation skill
• Adding Cases to a Playbook
• Viewing Cases In Chat
• Attaching Chat Transcripts to Cases
• FAQ

Requirements for using Cases

In order to be able to use Salesforce Cases in Drift you must have a Salesforce account with Cases permissions enabled.

Check out this doc for steps on how to integrate Drift and Salesforce.

Setting Up Field Mappings

To begin setting up your field mappings navigate to Settings > Integrations > Salesforce > Cases. Here is where you will set up which cases attributes from Drift should be mapped to Salesforce case fields.


 

To set up your field mappings:

1. Click "Add mapping"
2. Click the drop down on the left to select which Drift attribute or value you would like to send to Salesforce.
3. Use the drop down on the right side to select which Salesforce field you would like to send data.
4. (Optional) Click the overwrite toggle if you would like Drift to be able to overwrite existing data in your mapped Salesforce fields.

Use the check boxes below the attribute mapper to send a default value, abbreviate country and state names as they are sent to Salesforce; and to have Salesforce create a new contact to attach cases to if no associated contact exists.

Note!

The attribute type between Drift and Salesforce must match. For this reason, if you select a "text" type attribute in one drop down, the other side will only show you "text" type attributes. 

Setting Up The Ticket Creation Skill

Before you can use Cases in your playbook flows you need to set up your ticket creation skill. 

To add this skill, navigate to Settings > App Settings > Bot > Help - Article Lookup and Ticket Creation.

From here, use the drop down under "Ticket creation" and select "Salesforce"


 

Adding Cases To A Playbook

Once your ticket creation skill is setup you can add the ticket creation skill to your playbooks! Begin by navigating to the Playbook Builder. Once there, simply drag and drop the Ticket Creation Skill into your playbook flow as seen below.

Note:  When creating a case in Salesforce Drift will truncate the transcript to the messages that were created in the conversation before the start of the Ticket Skill execution. Any text that follows will be available in the Drift conversation link provided at the bottom of the case description. Any information that is relevant to the case should be asked earlier in the bot flow if you need it to transfer over to Salesforce.

Viewing Cases In Chat

In the conversation view click "Salesforce Cases" under the Details side bar. Here you will see any existing Cases tied to the site visitors email address. Clicking on the Case number will open the case directly in Salesforce!

Attaching Chat Transcripts To Cases

When a service agent creates a new case during a chat the chat transcript will automatically be attached the case!

FAQ

Do I need to enable contact syncing within SFDC in order to create cases/tickets?

If you are looking to send all leads to your MAP and the to your CRM, as long as you have the setting enabled within SFDC integration, " Create a new contact to attach cases to if no associated contacts exist" and disable both lead and contact syncing within SFDC, then all lead flow can now go directly from Drift to your MAP then to SFDC, without the need of enabling contact syncing within your CRM.