This guide provides instructions for setting up Salesforce Sync within the CRM Sync feature. This integration ensures that user data in Deskpro remains consistent with records in Salesforce by syncing changes automatically.

To create a new Salesforce Sync, click the Salesforce button under the Add Sync section. This will guide you through setting up the connection and configuring the necessary settings.

The Salesforce Sync panel has three key tabs:

1. Setup: Configure your Salesforce connection settings.

2. Field Mapping: Map fields between Deskpro and Salesforce to ensure data accuracy.

3. Logs: View historical information regarding sync activity.

Setup Tab

Salesforce Setup

1. Friendly Name: Enter a recognizable name for the Salesforce sync configuration. This will help you differentiate it from other sync configurations.

2. Client ID: Enter the Client ID of your Salesforce connected app. This ID is required to establish a connection with Salesforce.

3. Callback URL: Use the provided callback URL when creating a connected app in Salesforce. This URL is required for authentication purposes and should be set in the connected app settings in Salesforce.

Authentication

• To connect to Salesforce, you need to create a connected app in Salesforce and provide the Client ID during setup.

• The connected app configuration in Salesforce should allow OAuth access and redirect to the specified callback URL.

Sync New User to Salesforce

• Object Type: Choose the Salesforce object type to which you want to sync users (e.g., Contact, Lead). This determines where the user data will be stored within Salesforce.

Field Mapping Tab

The Field Mapping tab allows you to map fields between Deskpro and Salesforce. This ensures data consistency and helps you determine which fields are transferred between the two systems.

1. Authenticate: Authenticate with Salesforce to enable the field mapping feature.

2. Deskpro Fields: Select the Deskpro field that you want to sync.

3. Salesforce Fields: Map the selected Deskpro field to the corresponding Salesforce field.

   • You can select from Salesforce fields such as Account ID, Assistant's Name, Birthdate, etc.

4. Add Mappings: You can add multiple field mappings to ensure all necessary user data is transferred correctly between Deskpro and Salesforce.

Logs Tab

• The Logs tab provides visibility into past webhook events, allowing you to monitor success rates, identify issues, and gather relevant information.

Handling User Conversion and Object Type Changes

Deskpro automatically manages changes when a user is converted from a Lead to a Contact or when the user object type is changed within Deskpro. This ensures that the sync remains consistent and that Salesforce records reflect these changes appropriately:

• Lead to Contact Conversion: When a user is converted from a Lead to a Contact in Salesforce, Deskpro will automatically update its sync configuration to match the new Contact record, ensuring no data is lost or duplicated during the conversion process.

• Object Type Change in Deskpro: If the user object type is changed in Deskpro (e.g., from Lead to Contact), the Salesforce Sync will adjust accordingly, updating the mapped fields and ensuring the user information is synchronized with the correct Salesforce object type.

Backfill Operations

When enabled, the sync will only process new records from Deskpro. You can trigger an operation which will backfill the existing users in Deskpro and send them to Salesforce. In order to do this, press ‘Sync Users’. As in the image below, once you press the Sync button, you will see a information box appear, which displays the current progress of the sync. Once the sync is complete, this box will disappear.