The Salesforce Lead Management integration is designed to seamlessly connect your social media marketing team with your sales or CRM teams. This integration establishes a vital link between Brandwatch’s Engage module and Salesforce Sales Cloud, enabling you to capture leads from your social media platforms and access detailed information from your CRM. In this article, we will explore how to set up this connection, effectively capture leads, and utilize it in conjunction with the Case Management integration.

What is Salesforce Sales Cloud: Lead Management?

You can capture social profiles from Engage public and private conversations in Salesforce Sales Cloud as leads. By setting up custom fields in the integration's settings, you can then view additional lead details from Salesforce. If you have also activated our case management integration with Salesforce Service Cloud, you can choose to create either a contact for Service Cloud or a lead for Sales Cloud when creating a contact. This integration enables you to transfer marketing leads from social media to your sales team in Salesforce for effective follow up and lead nurturing. The integration can be easily activated by Admins in your Social Media Management settings and is available to all Social Media Management clients with Pro and Premium packages at no extra cost.

Connecting Salesforce Sales Cloud to Social Media Management

You can quickly integrate Social Media Management with your Salesforce Service Cloud instance with just a few clicks.

1. In the left-hand navigation sidebar of Social Media Management, click on the Settings (cog) icon, and select Organization admin.
2. Select Integration Marketplace in the left-hand menu, then click the Salesforce Lead management integration box > Connect now.
3. In the following screen, review the information about the integration, then click New authentication to start the integration.

4. In the following window, enter a name for your integration and select the instance type. We recommend keeping the default options, but you can select to integrate a sandbox environment if you would like to test the integration first. After you have selected your options, click Create and a pop-up window will appear for you to log into Salesforce using your credentials.

   Note:

   If your organization has already set up a Salesforce integration with us (either Case management or Lead management) and created a Salesforce instance, you can connect the same Salesforce instance to both integrations.

5. Next, you can configure your lead creation. You can customize what fields you would like to fill out when creating a case or contact and also customize the fields you would like to see when viewing a case or contact detail. If you want to add a field from your Salesforce object field list, click and click on the new field to review the list of fields available in the dropdown. You can also start typing to search for a specific field. If you wish to remove a field you’ve added, hover over the field and click on the red x icon. When you are finished configuring your fields, click Next and you will be prompted with four stages to customize each view option. On the final screen, click Finish to finalize your configuration.

   Tip:

   When you use both the Lead management and Case management integrations together, the product will pick the Contact details configuration from the Case management settings.

6. When the integration completes, you will see a green Connected status on the integration, indicating that Social Media Management has successfully connected to Salesforce.

Using Salesforce Sales Cloud features in Engage

Linking a social profile with a Salesforce profile

Once your accounts are integrated, you can easily link profiles from any direct message, post, mention, review, or comment in Engage.

1. From a conversation in Engage, navigate to the Salesforce profile panel in the right-hand sidebar, then click Link profile.
2. If you are managing public conversations, simply click on the three-dots and chose Manage profile with Salesforce to initiate the linking action.
3. Start typing to find an existing lead or a contact to link with the social profile. You will find the fields that you have configured in the setup process.

4. Choose the Create Profile in Salesforce tab to capture the social profile into your Salesforce Sales Cloud. Here you can fill out the fields you have configured for the integration.

   Tip:

   If you use both Case management and Lead management, you also have the option to create a contact in this step. If you link a Salesforce lead to your social profile, the cases you will create on this conversation will not be linked to the lead due to Salesforce restrictions.

5. Customize the description of the lead if desired, and then click Continue. By default, the description will be pre-populated with the transcript of the conversation and contain a link back to the Engage conversation, so your Salesforce users can continue the conversation with the customer in Engage if needed.
6. You will see the added profile under the Salesforce contact panel as well as the imported history of that contact’s cases under the Salesforce cases panel.

Managing the integration

Editing the integration

After setting up your Salesforce integration, you can edit it at any time to change the Salesforce instance authentication and your field configurations.

1. Go to Social Media Management’s Organization admin settings > Integration marketplace > Salesforce Lead management. Click Modify Setup > Reconfigure to restart your authentication process and configuration flow.
2. Click through the full configuration flow and make any desired edits to your integration. If you don’t want to make changes to a certain area, such as your authentication details or field configurations, click Next to proceed.
3. On the final page of the configuration flow, click Finish to save your changes.

Deleting the integration

If you want to reset your integration or delete it, you can also do so within your Integrations and API settings.

1. Go to Social Media Management’s Organization admin settings > Integration marketplace > Salesforce Lead Management. Select the ellipsis (three dots) icon, then select Edit.

2. In the Salesforce Lead Management menu, choose Delete & Disconnect.

3. Confirm in the prompt that you would like to delete and disconnect the integration. Once confirmed, Brandwatch will delete the authentication, remove the application, and remove every linked Salesforce contact and their information from Engage.

FAQs

How can I get access to the Salesforce Sales Cloud integration for Engage?

If you are a Social Media Management Pro customer or above, the integration is included in your package. If your package is below Pro, reach out to your Customer Success Manager to inquire about access.

From Integration Marketplace in Social Media Management's settings, select Salesforce Lead Management, then click Request Access. Fill out the form and our colleagues will reach out to you for a detailed product tour demo.

Is IT support required to set up the integration?

No technical support needed to set up the integration — you will only need your Salesforce login credentials. Also, nothing is required on your Salesforce’s instance’s end. After you have connected the integration, we will automatically create an app that you can manage in your Salesforce Connect Apps.

How does Brandwatch access the data in Salesforce?

The Salesforce Lead Management Integration requires an OAuth connection. This connection will currently need access to the follow salesforce entities via the API:

• Lead entity for read and writes
• Contact entity for read and writes

This can be managed by a Salesforce administrator when creating the account to authorize Brandwatch SMM.

Can I edit lead or contact details from Engage?

You can modify the Lead details when you create a new lead or contact from a conversation, but once you have linked a Salesforce lead or contact to the social profile you can not edit the values from Engage currently.

What happens to a linked lead if it transitioned into a contact?

You will need to unlink the linked lead and connect the contact.

Can I create or see opportunity objects?

No, we currently do not support opportunity object interactions.

Field configuration FAQs

• What does “a field is required” mean? We scan your Salesforce instance set up to identify all of the fields you need to fill out when creating a lead or contact. If you continue your configuration without that field, you will see an error message when you create a lead or contact so you can add that field to your form in order to proceed.
• What does “unknown field type” mean? We support every standard field type that Salesforce offers (e.g. text, number, date, picklist, etc.) However, we are unable to offer the configuration of custom field types in our integration at this time. If this will be a concern for your experience, please get in touch with your Customer Success Manager so we can discuss available options.
• Can we apply the field dependency logic from Salesforce in Brandwatch? Unfortunately no, our integration only supports one level of logic. You can select what fields you would like to fill out, but further field dependency logic cannot be applied.
• What objects are available in this integration? This integration only works with your Service Cloud module and we only support the Case and the Contact objects. You can set up connections in your Salesforce instance to sync information, e.g. with Contact and Account objects.
• How can I modify the order of the fields in the form? The Case creation and Contact creation form follows the order of fields from the integration configuration flow. If you wish to modify your field setup, please edit your connection in Organization admin settings > Integration marketplace> Salesforce Case Management.