Salesforce

Overview

The Salesforce Integration enables seamless connectivity between your platform and Salesforce to synchronize and manage data across multiple business functions. This integration supports Helpdesk, CRM, and Content Management capabilities, allowing organizations to streamline customer support, sales operations, and content workflows through a unified system.

Prerequisites

Before initiating the integration, ensure the following requirements are met:

• An active Salesforce Admin account with appropriate permissions.

• Valid Salesforce domain URL and login credentials.

• Access to the TheLoops platform with Admin role privileges.

Capability notes

• Helpdesk: Requires full configuration including “Pull Record By” selection and all mandatory fields.

• CRM: Configuration is identical to Helpdesk.

  • The only difference is selecting CRM as the capability in the Basic tab.

• Content Management: Requires minimal configuration.

  • Only Environment and Salesforce Domain fields are required in the Authentication tab.

  • Select Content Management as the capability in the Basic tab.

Best practices

• Leverage browser session authentication: If you are already logged into your Salesforce account in the same browser, the authentication step may be completed automatically without re-entering credentials due to browser session caching.

• Use appropriate permissions: Always ensure the Salesforce account used has sufficient permissions to access and retrieve helpdesk/CRM/Content Management records.

• Choose the correct data sync option: Select “Created Time” or “Updated Time” based on your data synchronization requirements to avoid missing or duplicating records.

• Validate post-setup: Always perform a Test Connection after setup to ensure a stable and successful integration.

• Proactive token management: Periodically monitor OAuth token validity and regenerate tokens before expiration to avoid integration disruptions.

• Maintain credential security: Avoid sharing Salesforce credentials and ensure they are stored securely following your organization’s security policies.

Setup instructions

Getting started

1

Log in to TheLoops platform using an Admin account.

2

Navigate to Settings → Integrations module.

3

Click on the “+ Add Integration” button to view available integrations.

4

Search for Salesforce and select the integration.

Configuration

1

In the Basic tab, enter a suitable name for the integration.

2

Select the required Capability based on your use case:

• Helpdesk

• CRM

• Content Management

3

Click Next to proceed.

Authentication

For Helpdesk & CRM capabilities:

1

In the Authentication tab, select the preferred Environment.

2

Choose the appropriate option from “Pull Record By”:

• Created Time

• Updated Time

3

Enter your Salesforce domain URL in the designated field.

4

Fill in all mandatory fields as required.

For Content management capability:

1

Select the preferred Environment.

2

Enter your Salesforce domain URL.

• (Note: Only these two fields are required for this capability.)

Connection & authorization

1

Click on the Connect button.

2

A Salesforce authentication window will open.

3

Enter your Salesforce credentials and click Login.

4

An access permission window will appear.

• Click on Allow to grant required permissions.

Validation & verification

1

Upon successful authentication:

• The integration will be added successfully.

• A confirmation (success message) will be displayed.

2

Navigate back to the Integrations tab and verify that the newly added integration appears at the top of the list.

3

Click on the Test Connection icon (next to the delete option):

• If successful, a confirmation message will appear.

• This confirms that the integration is configured correctly.

Token management (OAuth integration)

Overview

For OAuth-based integrations, access tokens are time-bound and expire after a defined duration. Once expired, the Test Connection will fail, indicating that re-authentication is required. TheLoops platform provides a seamless way to regenerate the token without re-creating the integration.

Token regeneration steps

1

Navigate to the Integrations module.

2

Click the Test Connection icon; if it fails, it indicates that the token has expired.

3

Click on the Edit icon (located beside the delete icon) for the integration requiring token refresh.

4

Go to the Authentication tab.

5

Click on the “Re-generate Token” button.

6

An authentication window (similar to the initial setup) will appear.

7

Enter your Salesforce credentials and click Login.

8

Upon successful authentication:

• The token will be refreshed.

• A success message will be displayed.

9

Return to the Integrations list and click on Test Connection.

• A successful response confirms that the token has been refreshed correctly.