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Support Requests for Salesforce — Read from Salesforce

Clove integrates through Salesforce using a REST API. You can read more about how to connect to Salesforce here.

The Salesforce REST API is used to continuously sync your support requests. We will sync Cases, EmailMessages, TextPost FeedItems, and Case Comments. The process for each is below.

Support requests can be created and updated in Clove as well—we refer to these as tickets throughout the hub. Read about that process here.

Sync Intervals

You can customize the sync intervals based on your needs. Choose between every 15 seconds, 1 minute, 5 minutes, and 15 minutes to keep your data up to date. We recommend a fast refresh interval for support requests data.

We use the minimum amount of API credits to sync your knowledge content into Clove. Typically, you will see 8 credits used per interval, with 2 consumed per data type.

Cases

Cases are the foundation of Salesforce's support request system. We sync standard fields into Clove to form the Clove Ticket object. We utilize the linked Contact object to determine the requester's name and email.

You can make tickets viewable to a user either by email address (exact match) or by email domain (email@example.com).

Cases have many different types of touch points. Email, text posts, comments are just a few of the ways that a user or agent can update a ticket. We'll go through each type so that you can understand how they're consumed into Clove. We refer to these as ticket communications.

EmailMessages

Clove will sync the EmailMessage objects and make them available to view for the related ticket. We map standard fields.

The incoming property will cause the communication to be marked as from the customer. All outgoing emails (incoming = false) will be marked as from the agent.

See "Attachments" section to read about attachment syncing.

FeedItems

Clove will sync the FeedItem objects and make them available to view for the related ticket. We map standard fields. We sync "TextPost" and "ContentPost" FeedItems into Clove, as there are other types that are not related to the Case object.

FeedItems are not visible to the customer by default, except for the items that Clove writes to Salesforce on behalf of the customer. If you want FeedItems to be visible to customers, please reach out and we can match to your use case.

See "Attachments" section to read about attachment syncing.

Case Comments

Clove will sync the CaseComment objects and make them available to view for the related ticket. We map standard fields.

We will always mark the CaseComment as being from the agent. This is due to how CaseComments are typically used in Salesforce. If this doesn't match your use case, reach out to us.

A CaseComment must be marked IsPublished in order to be included in the customer's view. This is one of the standard fields available when creating a CaseComment.

Attachments

Clove syncs attachments from EmailMessage and FeedItem objects. An attachment's content is not downloaded or seen by Clove. Instead, we provide a URL that provides secure access to the Salesforce content download. We'll automatically replace embedded images and links in ticket communications, so the images will properly display in Clove.

Classic Attachment objects cannot be synced from EmailMessages. You must enable the "Save Email-to-Case attachments as Salesforce Files" option on the Email-to-Case settings. This option is considered a best-practice now, as Salesforce Files have more capabilities available.