Enterpret's Salesforce Service Cloud Integration

Many organizations store substantial customer feedback in Salesforce Service Cloud through cases, chat transcripts, emails, and knowledge articles, and with Enterpret’s integration we’re excited to make it easier to access and leverage that data.

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Key Capabilities

The integration connects Salesforce Service Cloud objects containing customer feedback to Enterpret. This allows teams to analyze Service Cloud feedback alongside data from other sources like social media, reviews, surveys, and support tickets from other platforms.

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Multi-Object Flexibility

• Connect standard objects (Cases, Live Chat Transcripts, Email Messages, Knowledge Articles, Voice Calls) and any custom objects containing feedback
• Handle both conversation-style and survey-style feedback formats

Metadata Retrieval

• Drag-and-drop field selection with relationship traversal from related objects (e.g. Account, Contact, Product data)
• Select between feedback and metadata fields

Intelligent Sync Controls

• Condition-based syncing (e.g., only closed cases)
• Real-time updates as records change in Salesforce
• Historical backfill with smart filtering

AI-Powered Context Understanding

• Describe your feedback type to enhance ML model accuracy
• Automatic sentiment and theme detection

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Setup Process

Setting up the integration is simple:

1. Authenticate your Salesforce account within Enterpret
2. Select which Salesforce objects to sync
3. Define which objects contain feedback
4. Configure sync conditions and frequency

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Common Use Cases Enabled

Product Quality Monitoring

Teams can identify product issues by analyzing case descriptions and resolution notes. When multiple cases mention similar problems, patterns become visible before they escalate into larger issues.

‍Customer Health Analysis

Support interaction sentiment can indicate customer satisfaction changes over time. Teams report using this data to identify accounts that may be at risk for churn.

‍Support Process Improvement

Support interaction sentiment can indicate customer satisfaction changes over time. Teams report using this data to identify accounts that may be at risk for churn.

‍Knowledge Base Optimization

Frequent issues that appear in cases but lack corresponding knowledge articles can be identified, helping teams prioritize content creation.

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Technical Details and FAQs

This integration expands upon Enterpret's existing Salesforce connectivity options. It adds API-based access to Service Cloud objects and fields and can traverse object relationships to pull contextual metadata.

Data syncing respects Salesforce permissions, so only records accessible to the authenticated user account will be available in Enterpret.

Availability

The Salesforce Service Cloud integration is available now for all Enterpret customers via the Integrations tab in-platform.

For detailed setup instructions, visit our Help Center documentation or reach out to your CSM.

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