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Create cases from inbox conversations using Salesforce CRTs
Create cases from inbox conversations using Salesforce CRTs

Learn how to use your case record type configuration with inbox conversations

Brian Byrne avatar
Written by Brian Byrne
Updated over a week ago

What’s New

Now you can use your Salesforce Case Record Type (CRT) configuration when creating cases from a conversation in the Inbox.

With CRT configuration you will be able to:

  • Apply different layouts, default values, and required fields per Case Record Type as defined in your Salesforce CRT configuration

  • Display different picklists and fields in the Case form depending on the CRT selected

    • Default Case Record Type selected

    • Default form values already selected

    • Required fields are enforced and missing required fields are highlighted

What’s different in this new implementation?

The Salesforce integration app allows teammates to create cases in Salesforce through the Inbox App.

Feature

Previous Implementation

New Implementation

Settings

Configure in intercom

- Configure in intercom

- Use Salesforce configuration

Configuration

Choose fields to be displayed

- Choose fields to be displayed

- Use Salesforce configuration, with different layouts, default values, and required fields per case record type

Case Form

- Single form

- No default values selected

- Cannot retry on failure

- No indication about required fields

- Different form per record type

- Default CRT already selected

- Default form values already selected

- Required fields are marked with *

- On failure, form values are persisted and missing required fields are highlighted

Pre-Requisites For Case Record Types

To use Salesforce Case Record Type configuration you need to:

  • Have Case Record Types configured in Salesforce

  • Have the Salesforce integration app installed

  • Ensure you have access to the Intercom Inbox

  • Check that the Salesforce integration App owner account has permission to create Cases in Salesforce

How it works

Previous Implementation

In the previous implementation, a Custom Form would need to be created and when a teammate is creating a case, they would have to manually populate all the fields.

New Implementation

With the new implementation, the teammate still has the option to use the previous custom form to create cases. We’ve added the option to use the Salesforce Case Record Type (CRT) configuration, associated with the original user profile that installed the application in Intercom, benefiting from different layouts and default values based on a selected record type.

While creating a case, a teammate can select the specific case type they’d like to create. The Case Record Types dropdown selects the Default Record Type as default. To change the Default Record Type, visit the Salesforce Edit Record Type Settings page and change the Default Record Type.

The Default Record Type is defined in Salesforce Record Type in the configuration linked to the user profile used to install the application in Intercom.

They’ll then be presented with the appropriate layout and default values as per their configuration in salesforce.

In the case of failure due to missing required fields, the fields will be highlighted in red while maintaining any values previously populated.

In addition, if only 1 CRT is set up, this CRT will be automatically selected, no dropdown option will appear and the case creation form will be presented.

Known limitations or important to note

  • Our current implementation of CRT only uses the configuration linked to the user profile used to install the application in Intercom, therefore all teammates will share this configuration regardless of their salesforce profile.

  • In Salesforce, the case fields are split into different sections. To minimise space in the Inbox, we’ve opted to remove the section grouping.

  • The current implementation doesn’t support default formulas.

  • There is currently no field validation when creating a case. For example, if the Case field in Salesforce only accepts numbers teammates can still enter string values. Case creation will fail in this scenario.

  • If Case creation fails, user receives a generic error message - Salesforce errors are currently not returned to user.


Contact

If you are experiencing any issues or have feedback on CRT please get in touch: team-cdp@intercom.io


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