How to integrate SAS with Salesforce

Salesforce is an online customer resource management system that enables you to create and keep track of accounts, contacts, cases and leads. If your business uses this software, integrating your account with the Salesforce app in the portal will automatically push data from your calls into your CRM. This eliminates the need for you to do double the work, converting messages into CRM entries.

In this article we'll discuss:

Connect Your Salesforce with the SAS Salesforce App
Add a Configuration
Select a Workflow Option
Create and Manage Contacts & Cases
Create and Manage Accounts & Cases
Create and Manage Leads
Update & Overwrite Data
Create Your Support Ticket or Lead
Configure Custom Mappings (Optional)
Integrate Salesforce into Your Script

Connect Salesforce with Your SAS Account

In the SAS Desk portal, click Apps from the left side menu. From the Apps screen, click the Configure button under the Salesforce logo.

On the next screen, click Connect to my account.

A pop-up will open where you will enter your Salesforce username and password, and then you'll be asked if you want to allow the SAS app to access your account. Click Allow.

Adding a Configuration

Now that Salesforce is connected to the app, click Add configuration to begin the setup.

The Salesforce Integration section will be displayed. This is where you'll set the parameters for how you'd like call data to be sent to Salesforce.

First, select the Script that you'll be connecting.

Selecting a Workflow Option

Now, you'll need to tell the system how to manage the caller's details. In the Workflow section, select the aspect of your Salesforce integration where we'll send the caller's data. Subsequent data options may change depending on which of these you select.

Support > create and manage Contacts & Cases

Selecting this option will update existing CRM contacts, create new contacts, and create new cases based on the information that the caller provides.

Add Email

You'll have two email options.

Select Populate Salesforce with email provided by the caller. to populate new entries with the email address our operators collect. If the caller does not provide an email address, no email will be logged in Salesforce.
Use the Populate static email address. option to enter an address that will be displayed in all entries from SAS.

Account Settings

If a new case is generated from a call we handle, checking Set visibility of message ticket to private will ensure that the customer does not see the original case body information that was mapped from your Salesforce integration.

Once you've set your Email and Account Settings, continue to Update and Overwrite Data.

Support > create and manage Accounts & Cases

Selecting this option will update your CRM accounts and create new cases based on the information that the caller provides.

Add Email

You'll have two email options.

Select Populate Salesforce with email provided by the caller. to populate new entries with the email address our operators collect. If the caller does not provide an email address, no email will be logged in Salesforce.
Use the Populate static email address. option to enter an address that will be displayed in all entries from SAS.

Once you've set your Email and Account Settings, continue to Update and Overwrite Data.

Sales > create and manage Leads

Selecting this option will update existing leads in your CRM, or create new leads, based on the information that the caller provides.

Add Email

You'll have two email options.

Select Populate Salesforce with email provided by the caller. to populate new leads with the email address our operators collect. If the caller does not provide an email address, no email will be logged in Salesforce.
Use the Populate static email address. option to enter an address that will be displayed in all leads from SAS.

Additional Settings (Optional)

If the Sales workflow option is selected, you can configure the app to either search for a contact if no lead is found, or add the lead to a specific Salesforce campaign.

Once you've set your Email, Account, and Additional Settings, continue to Update and Overwrite Data.

Update & Overwrite Data

Now, you'll need to decide whether you'd like the system to Update or Overwrite existing data. Depending on which workflow option you select, this section may update or overwrite Contacts, Accounts or Leads.

If Don't update existing contacts. Create new ones. is chosen, SAS will look for an email match in your Salesforce installation. If there is no match, it will create a new case and a new contact. If there is an email match, it will just create a new case.

If Update contacts by overwriting any data with details from SAS. is chosen, SAS will look for an email match in your Salesforce installation. If there is a match, it will overwrite any existing customer data with data we've received from the caller.

If Update contacts by appending details from SAS without overwriting existing data. is chosen, SAS will look for an email match in your Salesforce installation. If there is a match, it won't overwrite data but will add any new details received.

Create Your Support Ticket or Lead

Depending on which workflow option you select, the content of your support ticket or lead details will either be labeled as Case body or Description. You'll find this below the Custom mappings heading.

For Support (Contacts & Cases, Accounts & Cases), Case body will be the first action in the case.
For Sales (Leads), the Description will populate the Comments section of the Activity related to the Lead.

Once the configurations are set, you'll need to create the content of the new entry we'll be pushing to Salesforce.

Next to Case body or Description, you'll see a list of all of the custom step labels associated with the campaign you selected, in addition to default variables, such as [FirstName], [PhoneNumber], [Email], etc. If you have multiple paths in your script, they will each have a different set of variables. So, you'll need to access the call script builder to determine the step labels in the specific path you are mapping.

Keep in mind that you can build a separate integration for every script path, each with their corresponding step labels.

Click and drag the variables from the left side to the box on the right.

After you add the variables that you'd like to appear in the ticket or lead activity, be sure to format them by placing each element on a separate line. You can also add headings such as, "Phone Number: [PhoneNumber]."

Salesforce Custom Mappings (Optional)

Once the data section is complete, you can map your call data directly to specific Salesforce fields by adding Custom mappings.

To begin, click Add new option.

In the first dropdown box, select either SAS or Text.

SAS will allow you to use specific SAS script variables to populate existing Salesforce fields. If you select SAS, the second column will allow you to select a script variable.

Text gives you the option to type your own data rather than using SAS variables. If you select Text, the second column will be a blank box where you can type specific information.

After you've completed the second column, you will set the Object, Type and Salesforce Field.

If you've selected the Support - Contacts & Cases workflow, the Object dropdown will give you options for Case or Contact. For Sales, the Object is Leads. In Salesforce, Case, Contact and Leads all have their own default fields. The Object determines which default fields will be available.

The Type dropdown gives you options for Standard or Custom. Selecting Standard will bring up the default fields for the Object you selected. Setting it to Custom will bring up any custom fields that you have built into your Salesforce system.

The last dropdown will display the Standard or Custom fields within your Salesforce setup.

If you select the Support - Accounts & Cases workflow, you will need to locate a corresponding variable from SAS that will identify the account name (e.g. CompanyName), as the dropdown values will default to Account, Standard, and Account Name. Once that is completed, you can add subsequent mappings.

Integrate Salesforce into Your Script

With all of your integration settings complete, you'll need to add the integration into your SAS script.

Click the Save configuration button in the lower right corner.

A pop-up will open containing the integration link. Right click to copy the link text, or highlight the link with your cursor and press CTRL+C. Then, click OK.

To complete the integration, follow the web pop instructions in this article. For convenience, paste the integration link into Word or Notepad. You'll need this handy to paste into the web pop.

NOTE: Some integrations and access to external websites are restricted to designated operator distribution groups. If you are adding either to your script, please reach out so we can make sure your account is assigned to the proper distribution.