How do I automatically route my messages to Salesforce Service Cloud?

To start automatically receiving Service Cloud cases in your Salesforce instance, create your Automated Rule in Sprout. Automated Rules scan the messages in the Smart Inbox in Sprout to detect certain parameters you set. If you're on the Advanced Plan and want to manually send messages to Salesforce using Macros, read this guide.

This article contains the following sections

Creating Automated Rules

Once you set up your Automated Rules, the Sprout app sends records to your Salesforce org for the following objects:

  • Sprout Social Post
  • Sprout Social Persona
  • Contact
  • Case

To create an Automated Rule:

  1. Log into Sprout.
  2. Navigate to Settings > Automated Rules under Global Features.
  3. Click Create new rule.
  4. Enter a Title for the rule. For example, Service Cloud Cases.
  5. (Optional) Enter a Description for the rule.
  6. Select Inbox Messages for the Rule Type.
  7. Select your criteria for If any incoming message. For example, if you want your Customer Care team to focus on messages that talk about problems or shipping issues, select has word or phrase from the dropdown.
  8. Enter the word or phrases that would appear in a message you want to automatically route to Service Cloud. Don’t worry, you can always come back and add or remove any additional words or phrases.

  9. (Optional) Add any additional criteria for incoming messages.
  10. Select Send to Salesforce Service Cloud for Then take these actions.
  11. (Optional) Enter the appropriate Salesforce Post Tags.
  12. Select Apply Tags for the and field. Salesforce Post Tags are sent to the SproutSocialApp__PostTags__c field on the Social Post object. This is the same field where Sprout tags are routed. 
  13. Either create a Salesforce tag on the fly, or choose an existing tag. Sprout recommends choosing tags that can help automatically denote these messages as Salesforce cases, so your Marketing teams know not to respond.
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  14. Apply any additional parameters. For example, you might choose to mark these messages as Complete so they no longer appear in your Smart Inbox.
  15. Click Save.

Understanding Ordered vs. Unordered Rules

When you create a new rule, it is automatically added to the Unordered Rules section. By design, Sprout runs all the rules in this section when a message or review matches the criteria of two or more rules. However, Sprout automatically deduplicates the Send to Salesforce action. This ensures that multiple cases are not created for a single message or review.

Note: Make sure to order Send to Salesforce rules if you require deterministic Salesforce labeling results. If a message or review matches multiple Send to Salesforce rules in the unordered section, this will result in non-deterministic Salesforce labeling.

When to use Ordered Rules

Use Ordered Rules if you have a case prioritization hierarchy that depends on the Salesforce Post Tags field within the rules. Ordered rules are processed sequentially, and only the first matching rule is applied to a message so they are processed in order of priority. You can set the priority on each rule in this section so that if a message, review or post does not match the criteria of the first rule in the list, the engine will move on to the next rule and only process the first matching rule.


Changing an Unordered Rule to an Ordered Rule

To change an Unordered Rule to an Ordered Rule, move it to the Ordered Rules section. To move a rule:

  1. Navigate to Settings > Automated Rules.
  2. Click the Screenshot 2023-09-13 at 10.46.58 AM.pngthree-dot overflow menu on the right side of the rule you want to order.
  3. Select Move to Ordered Rules.

The rule appears at the bottom of the Ordered Rules section.

Changing the ordering of Ordered Rules

You can change the order of Ordered Rules in two ways.

  • Toggle the arrows next to the rule number to move rules up or down in the list.
  • Type the desired number in the numerical input area next to the rule.

Note: If you update the numerical input, Sprout updates the rest of the rules to maintain the order.


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