How do I get started with Sprout's Salesforce Service Cloud integration?

This article walks you through the setup for Sprout's managed package in Salesforce for Service Cloud. This feature is only available on the Advanced Plan. If you’re interested in upgrading your plan, reach out to your Account Executive. 

Sprout's Salesforce integration available on the Professional Plan is a legacy integration. This chart shows the differences between the integrations and feature availability in each plan.

Feature	Professional Plan	Advanced Plan
Manually create Contacts, Leads and Cases from right rail of reply layer (does not include reply support)
View and edit Contacts, Leads and Cases
Reply from Salesforce
Send to Salesforce Action in Macros
Send to Salesforce Action in Automated Rules

This article contains the following sections:

• What do I need to know before I get started?
• How do I get started in Sprout?
• Managing your Salesforce connections
• What permissions are required in Salesforce?

What do I need to know before I get started?

Keep the following in mind before you download Sprout's managed package from the AppExchange:

• A Trailblazer Account is needed to install Sprout’s managed package from the AppExchange
• A Sprout Admin must authenticate the Salesforce account with Sprout AND install the managed package app in Salesforce
• The Salesforce Account must have the following permissions:
  • Manage Users & Customize Application - to administer the Sprout app.
  • Feed Tracking for all Related Objects on the Case Object - to create case feed items
  • Read/Write access to:
    • Cases
    • Contacts
    • Leads
• Every agent in Service Cloud must have:
  • Each agent in Service Cloud needs Group access to your connected social profiles. Sprout recommends to create a Group for the Service Cloud agents and add every owned profile to that Group to ensure the Service Cloud agents can access the iFrame in Salesforce.
  • A Sprout user account to reply to messages
  • Access to every social profile connected in Sprout
  • Permission to reply to messages

How do I get started in Sprout?

Note: You must be a Salesforce Admin and have the appropriate Sprout permissions (Manage Profiles, Manage Permissions Company permissions for integrations and the Manage Advanced Inbox Feature permission) to connect your Salesforce instance. 

1. Navigate to Account and settings > Settings.
2. Click Integrations in the left-hand navigation.
3. Click Connect for Salesforce.
4. Accept the Twitter EULA terms.
5. Select Sandbox or Production.
   
   
6. Complete the OAuth process to securely log in to your Salesforce account using your admin credentials. If your sandbox account uses a custom domain, select Use Custom Domain on the Salesforce login screen and enter the domain before authenticating with your sandbox credentials.
   
7. Click Complete. You now see Connected on the Integrations screen for Salesforce.

Managing your Salesforce connections

You can click the pencil icon if you want to manage your integration connections. From the modal, you can create, edit or delete a connection.

Now you’re ready to install the Sprout app in Salesforce. To finish the installation:

1. Navigate to the AppExchange from here: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000QtMmDEAV
2. Log in to the instance you want to connect.
3. Select who you want to install the package for.
   
   
4. Navigate to App Launcher > Sprout Social Setup.
5. Click Get Started to open the Setup Assistant in Salesforce.
   
   
6. Click Continue for the App Configuration.
7. Set up your Flow Template. Click Next.
   
   
8. Click into the Inbound Sprout Social Data Flow.
9. Click Activate.
10. Click Next.
    Navigate back to the Setup Assistant.
11. Click Next to add the Sprout Social Custom Component to a Lightning Page and follow the steps on the screen.
    
    
12. Navigate back to the Setup Assistant.
13. Click Next to add Permission Sets and follow the steps on the screen.
• Two permission sets are included - the Sprout Social Integration User and the Sprout Social Standard User. The Integration user is responsible for installing and configuring the application - typically a Salesforce Admin. Assign the Standard User to any user interacting with the Sprout Social app - typically a Support Agent working in the Case object.
  
  
14. Click Finish.
15. Click Start to set up your Package Log activity.
    
    
16. Set up your log activity by choosing to log both success and error activity or error activity alone, and then click Finish.
    
    

You’re all set up and now you can set up your Automatic Rules in Sprout to start routing your customer care messages into Salesforce Service Cloud. Learn more here.

What permissions are required in Salesforce?

The Sprout Salesforce integration creates, reads, and updates a few objects in Salesforce. In order for your integration to work properly, you’ll need to ensure the connected integration user has the right permissions.

You’ll need permissions for the following objects and fields:

• Contact
  • Name
  • Email
  • Mobile Phone
  • Parent Account
  • Description
• Cases
  • Subject
  • Priority
  • Description
  • Status
  • Priority
  • Case Owner
• Leads
  • Name
  • Email
  • Phone
  • Company Name
  • Description

For Advanced Plans only:

• Sprout Social Post
• Sprout Social Persona

Note: If you are using these standard objects in Salesforce, you’ll need to ensure you have  permissions set for Social Post and Social Persona.

To ensure your connected integration user has the proper permissions at the object level, follow these steps:

1. Navigate to Setup > Profiles.
2. Select the Profile for the connected integration user and click Edit.
3. Under Standard Object Permissions, navigate to each object and check the boxes for Read, Create, and Edit.

To ensure your connected integration user has the proper permissions at the field level on the objects, follow these steps:

1. Navigate to Setup > Object Manager > Lead OR Contact OR Case OR Social Post OR Social Persona > Fields & Relationships > Click any field listed above >  Set Field Level Security.
2. Select the Visible box for the integration user Profile.
3. Click Save.