Salesforce Integration

Send qualified leads to your sales team, create new contacts, and create new cases for your customer service teams directly from social. With Sprout Social’s integration with Salesforce you can push messages and contact information you receive from Facebook, Instagram, Twitter, LinkedIn and other networks, so you can get your customers in touch with the right teams quickly.

Note: You must be an Account Owner or have the Manage Profiles & Permissions permission to set up this integration.

Connecting to Salesforce

To push information from your Sprout account to your Salesforce Instance: 

  1. Navigate to Account and settings > Settings.
  2. Click Integrations under Inbox on the left-side navigation.
  3. Click Request Connection for Salesforce.
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This kicks off a process for you to complete an End User License Agreement (EULA) with Twitter before the integration connection is complete. Sprout teams handle this process with you, supporting you along the way. You should hear from an account representative within 24 hours of clicking Request Connection.

Connecting Sprout to your Salesforce Instance

After you receive confirmation that your end-user license agreement is complete, you can connect Sprout to your preferred Salesforce Instance. 

To connect your Salesforce Instance to Sprout:

  1. Navigate to Account and settings > Settings.
  2. Click Integrations under Inbox on the left-side navigation.
  3. Click Connect for Salesforce.
  4. Complete the OAuth process to securely log in to your Salesforce account using your admin credentials.
  5. Click Complete. You now see Connected on the Integrations screen for Salesforce.
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Creating an entity

You can create Cases, Contacts and Leads from Sprout and push social message details to your Salesforce Instance. This push creates a new row on the entity type you specify with the social information tied to it.

Create a Lead if you notice someone on Twitter is engaging with your brand and wants to learn more about your products. By creating a Lead, your sales team can see it in Salesforce, claim it and then follow up to begin the sales process.

Create a Case if a customer reached out to you via Facebook about an issue or problem with your product and they require a little more support. Creating a Case ensures your support team can see the request, claim the case and assist your customer.

Create a Contact for someone who works at a company that you already do business with. For example, if a CEO from one of your partners starts interacting with you on Instagram, you can create a new Contact in Salesforce to keep their Instagram profile along with their contact information.

To create an entity from Sprout:

  1. Navigate to the Smart Inbox tab.
  2. Click image5.png for the message you want to create an entity from. You can create entities from public and private messages.
  3. Click Push to Salesforce.
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  4. Click Create Case, Create Contact or Create Lead, depending on the type of entity that translates to the message. A popup appears.
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  5. Enter the appropriate fields based on the entity type:
    • For a Case, the contents of the message, along with the social profile are automatically populated in the Description field. Add more information if necessary, and then click Create Case.
    • For a Contact, the first name, last name and social profile are automatically populated. Additionally, the description auto populates with the contents of the message. Add more information if necessary, and then click Create Contact.
    • For a Lead, the first name, last name, social profile and source fields are automatically populated. Additionally, the description auto populates with the contents of the message. Add more information if necessary, and then click Create Lead.
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When the entity is successfully created, a message appears in the lower-right corner of your screen. 
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You can double-verify that the entity appears in your Salesforce Instance by logging in and checking the rows for the particular entity you created.

Salesforce Integration FAQs

Can any user set up the Salesforce integration?

No. Only account admins or users with Edit Profiles & Permissions can set up the Salesforce integration.

Why is N/A populating in the Name field when I create a lead?

Due to privacy restrictions from some social networks, the full name of the social profile doesn’t always appear. When no first name comes through, N/A is populated in its place. If you know the first name for the social profile, you can change it.

Will the Case, Contact or Lead owner and creator always be the account owner or is it the user that created the entity?

The user that connected the Salesforce instance to Sprout is always the owner. 

If we use two Lead types, can I choose between these two when I create a Lead?

No. The API only recognizes one type of lead.

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