In Salesforce, you can install our Brandwatch app to enable reply functionality in Service Cloud, improving your customer care experience for your social channels.
In this article:
Enabling reply functionality in Salesforce Service Cloud
Note:
Please don't forget that any users who will have access to the Brandwatch app will also need to have a Brandwatch user account so they can log in through the Brandwatch app to see and interact with the social conversations. Please visit our article on Managing Users to learn how to create new users in your Social Media Management organization.
- Install the Salesforce Service Cloud integration in Brandwatch by following the steps to set up a Salesforce Service Cloud Connection to Engage.
- Your Salesforce admin will need to install our Brandwatch App into your Salesforce so your team could reply to messages. Please reach out to your Customer Success Manager (CSM) or the Support team to provide you the download link for the Brandwatch App.
- When you open the package, click Install for Admins only and check the box that says "I acknowledge that I’m installing a Non-Salesforce Application that is not authorized for distribution as part of Salesforce’s AppExchange Partner Program." Then, click Install under the checkbox. (Installation may take a few minutes).
- In Salesforce, go to Cases.
- Open any case and click Edit Page.
- From the left-hand sidebar under Components > Custom Managed, drag and drop Brandwatch Engage Lite into the case page and click Save in the top-right corner.
- Go to Setup.
- Search for "Trusted URLs." Add the URLs https://app.falcon.io and https://accounts.falcon.io and be sure to set CSP Directives frame-src (iframe content).
Enabling the Brandwatch app for Salesforce users
- In Salesforce, go to Setup.
- Search for "Permission Sets."
- Find and click Brandwatch full access under Permission Sets.
- Click Manage Assignments.
- Click Add Assignment.
- Select your Salesforce users to give access to the Brandwatch app.
- Click Save and the applied users will have access to the Brandwatch app.
Using reply functionality between Brandwatch and Salesforce
Now that you have enabled the integration in Brandwatch and installed the Brandwatch app in Salesforce, you can start creating cases and synchronizing your contact information between both platforms.
Creating cases in Engage
In Engage, select any direct message conversation. On the right side of the screen, you will see the Salesforce widgets for contact and case interactions. When you want to send a conversation into Salesforce to your customer care team, just click Create Case, fill out the necessary fields, and click Save. You will be able to see the case in the Salesforce case widget and you can follow the progress from Engage.
Opening cases in Salesforce
In Salesforce, you will receive the new case you set up in Engage among your cases. You can distinguish the cases coming from Brandwatch by the subject, or you can set up any workflows if the case origin is Brandwatch. Click on the case and you'll see the Brandwatch app on your case details page if the Lightning page set up was successful.
Note:
If you have not logged into Brandwatch with your Brandwatch username and password, you'll see a login window for Social Media Management. Enter your credentials and you should be able to see your conversations. You may need to log into Brandwatch every 48 hours. (If your company is using single-sign on (SSO), you will need to enter your applicable login credentials at this time).
In the Brandwatch app you will see similar capabilities to what we offer in Engage. You will be able to:
- See the conversation with the customer
- Write and send your reply to their messages
- Use message templates that were created in Engage
- Mark a conversation as read
FAQs
Why can I not find the Brandwatch app in Salesforce's App Exchange?
We are currently in the review process with Salesforce to make our app available on the App Exchange store. We have done an in depth security review on our application and services and now we are waiting for Salesforce to do their part also. We wanted to provide access to our clients who want to use this functionality before it is available on the App Exchange store.
Why do I see the “No conversation found for this case” message?
This error could happen for numerous reasons, but the most common reason is a case has not been created for this case. This error can also appear in some less common situations such as changing the domain of your Salesforce instance.
Why do I see the “An error has occurred while loading the application” message?
This error most commonly appears when you are using an unsupported browser like Safari.
Why do I see the “accounts.falcon.io refused to connect” message?
Probably the user trying to log in has multi-factor authentication enabled for their Brandwatch user account. A refresh should resolve the issue or logging into Social Media Management using a different tab in the same browser.
How can I see if the customer sends a new message?
After you've created a case from Engage to Salesforce, either automatically or manually, you will receive updates in Salesforce by default notifying you of any new messages in Engage to review. You will receive a Salesforce notification after 10 minutes of a social profile sending you a message and it arriving in your Engage conversation.
You can set up notifications and automations in Salesforce to use this update comment as a trigger action.
What browsers are supported?
Supported: Chrome, Firefox, Edge
Not supported: Safari
How do I add new team members to use this feature?
All users will need a Brandwatch account in order to use the Brandwatch app with Salesforce. Please visit our article on Managing Users to learn how to create new users in your Social Media Management organization.