Spredfast is proud to announce that our Care Module Salesforce Integration is generally available and Spredfast is now an official strategic partner of Salesforce. Read on to learn more about the integration.
Save Time + Gain Context
Are you at a level of sophistication in your care operations where you are trying to connect social care efforts with traditional care channels like email or phone, and even chat and SMS? Perhaps you have an are elaborate 27-step processes, complete with multiple screenshots, lots of copying, pasting, emails, and multiple tabs open. Regardless, you recognize the incredible value of improving data across systems, connecting workflows, and approaching that 360 degree view of the customer.
Great news! We know your pain and are thrilled to rollout our Spredfast Care Module Salesforce Integration. Your team s workflow will be more efficient since agents no longer have to work between two different systems and agents will have a more complete picture of your customers.
What You Can Do With The Integration
- Connect your customers on social to their profile in Salesforce. View linked records, view a recommended match from Spredfast, or create a new Salesforce record. All from the Spredfast Agent Inbox.
- Customize the view of your customers, choosing to show agents a laser-focused view of the most pertinent information to delight your customers. And you can customize all of this without ever calling any developers.
- Drive efficiency when you identify an existing call center case or email your customer has already submit on the same issue and you simply include social posts instead of opening an entirely new case. All from the Spredfast Agent Inbox.
- Escalate any critical issues to Salesforce in a matter of seconds, eliminating the screenshots, copying, and pasting to get social media items documented for Compliance alongside traditional care channel content.
How to turn on the integration
- No is coding needed-- Really! Like Rod says, There is no coding required. It just works. Our team built this in a way such that you do not need to submit an internal request for your SFDC developers time.
- Users with Company Admins access can authenticate a Salesforce account via the Salesforce OAuth protocol. Spredfast supports both Sandbox and Production Salesforce accounts.
- Once authenticated, you re one step down with just two more to go. Here s the process to complete configuration by choosing your customer record and case fields in Salesforce in the Care Module.
Salesforce Admin and Other Corporate Stakeholder Sign-Off
Most of our customers choose to review integration functionality with a Salesforce admin. We recommend sharing an overview of the integration, how it works, and validation that the request is from a trusted, verified partner. To that end, our customers have found these resources helpful:
- Spredfast Salesforce Admin Cheatsheet that reviews Configuration and the advanced details on our matching methodology
- Spredfast s Salesforce AppExchange listing
- Integration Testing Checklist to your Salesforce Admin to accompany the request for Sandbox credentials for testing.
(Once you demonstrate success with Sandbox testing, a rollout to your production Salesforce account should be straightforward. And again, it should not require any developers!)
Please let us know if you have any questions.
Looking forward to working with you and hearing your feedback!
